Viber soars past superapp status with major global updates

Rakuten Viber, the global leader in private and secure messaging and voice-based communication, announces two major launches worldwide as a new stage in the evolution of brand-user interaction on the app. The new offerings include a Business Inbox and a searchable Commercial Account, which will become the next step in Viber’s longterm superapp strategy.

According to research reports, 71% of consumers expect companies to deliver personalised interactions, and 82% of organisations plan to implement a value enhancement strategy to deliver a better customer value through services. With both users and businesses in mind, Viber’s updates are a step toward providing a better customer experience and brand engagement.

Aiming to enhance brand-user communication, Viber introduces Business Inbox globally – a dedicated space for brand-user interactions, accessible directly from an individual’s regular Chats screen. The feature allows for all business messages from official brand accounts to be stored and organised in one folder (such as a bank notification, an order confirmation from a delivery service, a special offer from a store, etc.).

Business Inbox will be activated once the user receives their first business message. For users that have had conversations with businesses in the past, all the chats with businesses will move to Business Inbox automatically once the feature is released. Once the Business Inbox folder is created in the Chats list, all business messages will go there by default. Business Inbox will let users customize their Viber experience and organize the interactions with brands in a way that is most convenient to them: