Viber for Business in retail: A practical guide to engagement, sales, and loyalty

For retailers, Viber for Business is one of the most effective channels for engaging customers throughout the journey. With rich media options, two-way conversations, and cost-effective delivery, it gives retailers the tools to turn everyday interactions into moments of engagement, conversion, and loyalty.

New products launch daily, customer expectations change with every interaction, and budgets rarely stretch as far as marketers would like. In these cases, the channels you choose to connect with customers can make the difference between another missed opportunity and a long-term relationship.

And with Infobip as your partner, Viber for Business doesn’t just sit alongside your existing channels, it seamlessly integrates into your retail customer journey, powering personalized messages from discovery to post-purchase loyalty.

Let’s start with discovery.  

Discovery: Promote new arrivals with rich, conversational messaging 

In retail, we know that timing is everything. Customers want to be the first to know about new collections, seasonal offers, or limited drops, but they also want updates to feel personal and easy to act on.  

With Viber’s rich media formats like images, carousels, and call-to-action buttons, you can showcase new arrivals in a way that grabs attention and drives action instantly.  

For example, a fashion retailer can use Viber for Business to spotlight a new line with carousel images, while a tech store can highlight the latest smartphone along with a quick link to buy. With interactive messages, customers don’t just see what’s new, they can click through, browse, and purchase without friction. 

And with Infobip’s automation tools, these announcements can be scheduled or personalized at scale. That means the right customer sees the right product, at the right time, without extra manual work for your team. 

Consideration: Recover abandoned carts with personalized reminders 

In the consideration phase, customers weigh their options, but many never make it to checkout. That’s why cart abandonment is one of the biggest challenges in retail eCommerce. Shoppers browse, add items, and then disappear, often just a step away from completing their purchase. Every abandoned cart represents lost revenue but also a chance to re-engage customers. 

Viber for Business makes cart recovery simple and effective. With personalized reminders that include product images, prices, and direct checkout links, retailers can nudge customers back to their purchase in a conversational and non-intrusive way. Adding an incentive, such as a discount or limited-time offer, can create urgency and increase the likelihood of conversion. 

For example, if a shopper leaves a smartphone in their cart, a follow-up message can display the exact product image alongside a “Complete purchase” button. If paired with automation through Infobip’s customer engagement solution, Moments, these reminders can be sent within hours of abandonment, ensuring the message feels relevant and well-timed. 

Beyond recovering lost sales, cart reminders on Viber for Business improve the overall customer experience. Instead of receiving a generic email, customers get a quick, visually engaging message right in their chat feed, making it easier to pick up where they left off. 

Conversion: Cross-sell and upsell with complementary products 

At the conversion stage, the goal isn’t just to close the sale, it’s to maximize its value. Customers who are ready to buy are also more open to suggestions for complementary products or premium upgrades that enhance their purchase. 

Viber for Business makes cross-selling and upselling seamless. With interactive messages, retailers can recommend accessories, bundles, or higher-value alternatives right inside the chat. Carousels and product images make it easy for shoppers to browse options without leaving the conversation, while call-to-action buttons drive them directly to checkout. 

For example, a customer purchasing a smartphone could be offered a protective case, headphones, or an extended warranty through a carousel message. A fashion retailer might suggest shoes or accessories that match items already in the cart. These small prompts can significantly increase average order value (AOV) while also creating a more personalized shopping experience. 

When powered by Infobip’s automation tools, these messages can be triggered based on real-time behavior. That means higher conversions without guesswork or wasted spend. 

Post-purchase: Order confirmation and real-time tracking

The customer journey doesn’t end at checkout. In fact, post-purchase is one of the most critical stages for building trust and long-term loyalty. Customers want reassurance that their order has been received, processed, and is on its way, and they expect updates to be quick and convenient. 

With Viber for Business, retailers can send instant order confirmations, shipping notifications, and real-time delivery updates directly to customers’ chat feeds. Rich media formats allow you to include order details, product images, and tracking links, so shoppers can easily stay informed. 

For example, a customer buying sneakers can receive a confirmation message with the order summary and a button to “Track my delivery.” As the package moves through each stage, automated Viber updates keep the customer informed, reducing the need for calls or emails to customer support. 

Beyond efficiency, these updates build confidence. By proactively sharing information, retailers show customers they’re in control of the process, which increases satisfaction and reduces anxiety around online shopping. 

Support: Handle delivery changes and customer inquiries with ease 

Even with the best planning, retail purchases don’t always go perfectly. Customers may need to update their delivery address, reschedule a shipment, or ask questions about a product. How quickly and smoothly you handle these requests can make or break the overall experience. 

Viber for Business enables two-way conversations that make support simple and cost-effective. Instead of waiting on hold or drafting an email, customers can send a quick message in the same channel where they received their order updates. Retailers can respond instantly, whether through live agents, automated chatbots, or a combination of both. 

For example, a customer who realizes they’ll be out during a delivery slot can reply directly in Viber to reschedule. A chatbot can handle simple requests like “change delivery date,” while more complex cases can be seamlessly escalated to a human agent. This reduces friction for customers and lowers the pressure on call centers. 

By consolidating service into Viber for Business, retailers also maintain a single history of the customer’s journey, from browsing to buying to after-sales care. This context helps agents provide faster, more personalized answers. 

Loyalty: Collect feedback and boost NPS 

The most valuable insights often come after the sale. At the loyalty stage, engaging customers for feedback not only strengthens relationships but also provides the data retailers need to improve experiences and increase NPS.

Viber for Business makes feedback collection simple and engaging. Instead of sending long surveys that risk low response rates, retailers can share short, conversational questionnaires with quick-reply buttons, emojis, or star ratings. Keeping feedback requests within the same channel is far more appealing than being redirected to long survey forms. 

For example, after a delivery is completed, a Viber message could ask: “How satisfied are you with your order?” with options ranging from very satisfied to not satisfied. For deeper insights, follow-up questions can be triggered automatically, such as asking what could be improved if the rating is low. 

Beyond improving NPS, these interactions show customers their opinions matter. Closing the loop, acknowledging feedback, and making visible improvements builds trust and increases the likelihood of repeat purchases. 

When powered by Infobip, feedback flows don’t exist in isolation. They can be integrated into your broader customer data strategy, giving you a holistic view of satisfaction across channels and touchpoints. 

Key takeaways across the retail customer journey 

• Discovery: Promoting new arrivals on Viber helps retailers boost visibility, cut through digital noise, and drive conversions quickly, all while staying cost-efficient. 
• Consideration: Cart abandonment doesn’t have to mean lost revenue. With Viber, retailers can transform abandoned carts into completed purchases while showing customers they’re paying attention to their needs. 
• Conversion: Viber enables retailers to capture more value at the point of purchase by making upsell and cross-sell offers feel natural, personalized, and easy to act on. 
• Post-purchase confidence: Viber turns routine post-purchase updates into trust-building moments, giving customers peace of mind while lowering the strain on support teams. 
• Support: With Viber, retailers can resolve issues in a channel customers already use, turning potential frustrations into moments of convenience and care. 
• Loyalty: With Viber, feedback is a natural part of the conversation. Retailers can boost NPS, improve service, and nurture long-term loyalty, all while keeping engagement cost-efficient and human. 

Closing the loop on the customer journey in retail with Viber for Business 

Retail success isn’t defined by a single touchpoint but by the entire journey, from the first moment of interest to long-term loyalty. Each interaction is a chance to create value, strengthen relationships, and keep customers coming back. 

Viber for Business helps retailers deliver on that promise by providing a familiar, trusted channel that makes communication more engaging, responsive, and efficient. 

And with Infobip as your partner, Viber becomes more than just another channel. It becomes part of an integrated customer engagement strategy, powered by automation, data, and scalability, designed to lift conversions, improve NPS, and build loyalty that lasts.  

Treat conversations as moments that matter, and customers will reward you with trust and repeat business. Viber for Business makes it seamless. Infobip makes it scalable. 

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