Mission impossible: trying to communicate with a company. Or may the Vibe be with you.

Mission Impossible | Viber | AltSolution.net Blog

I would start with the definition of the problem.

— I looked and searched through the FAQ page… But alas, didn’t find the answer.
— I messaged them on Facebook……and got a standard reply.
— I then emailed them… No clarifying answers and it seems that no one cares.
LinkedIn? Do they have an official page? …Yes, but I only found like-minded consumers, but no answers to our questions
— Pffft….talk about mission impossible!

Sometimes you face a number of obstacles in your attempts to reach a big brand company. You want to spend and give them your money, as you like their offering. But then you have some questions and want to communicate with them…and it becomes virtually impossible. There are so many channels to communicate with them. You try them all, but it’s all in vain.

We decided to share our own story.

Almost every company has to communicate with its consumer (user, reader, etc.). The message should be personalized. E.g. companies of the Ecommerce sphere should notify the consumer of the order created, received, processed, then confirm the product availability, send payment details and inform of the delivery details. This can be done via email, telephone, sms notifications, etc. Most of the companies prefer sms (believe us, we have made a bundle of eCom sites). To sync the process of order creation and sms broadcast, integration with the sms service should be done. It is not a new and unfamiliar process, so we integrate the API, sign the contract for the service provider, choose the tariff plan and start notifying. But in the era of messengers, this process can be more cost-effective.

In December Viber announced their new ‘Public Accounts’ option.

Our conclusions:

1.

‘Public Accounts’ option is very close to the business’s official group (‘company — clients’). It is about putting the brand’s / business’s community together by adding them manually to the account or asking them to join you, choosing ‘Follow’ option.

Mission Impossible | AltSolution.net Blog

It can help you to communicate with the brand or with the user, e.g. to get their TOP news or spread your news.

BBC main | AltSolution.net Blog

TIP: You can register it on your own. Just click the link.

After registration, you will get a confirmation to the telephone number you have entered.

Congrats

Thus you will be able to work with the whole group (promotional offers, company news, etc.). If you still want to communicate with the client tete-a-tete, please, read further.

 

2.

Official channel (this how we call it) is about a direct communication (‘company — client’). Its peculiarities are the company’s logo and the alphaname that is verified by Viber.

Mission Impossible | Viber | AltSolution.net Blog

What does it mean? You will get another official brand’s communication channel.

Instead of the telephone number you get the name of your company in the top. And the green mark near the company’s name means the company passed the verification. The messages from the verified company come to you without asking a permission, as if this telephone number is in your contact list.

Mission Impossible | Viber | AltSolution.net Blog

We did it. But we managed to register it only after writing to the living person to Viber after sending her / him the link to the public channel registered. So to obtain an alphaname you should reach the first person from Viber. ONE.

And to get your channel verified you should write to the second person which is responsible for it. TWO.

TIP: To get the sign, write to the Viber business development team from the mail box which consists of the domain name e.g. if I want to verify ALTSOLUTION, I have to send my request via marina@altsolution.net.

3.

Bulk sms vs. Viber messages. To minimize your costs, you chose to send your notifications via Viber. They call it the ‘Service messages’ option. At first sight, everything seems to be quite clear. You go to their website and fill out the form.

Mission Impossible | Viber | AltSolution.net Blog

We have filled it out several times (three times, to be true) and no one contacted us. But we managed to contact another living person (the third one) and finally managed to ask the questions concerning the tariff and the conditions. Eureka!

TIP: Be ready to translate the service messages you are going to send into English even if the preferred language is Ukrainian or Russian. You need to translate them as your letter with those translations will be sent to Israel for approval. Only after that you can ask how much it costs and get the API.

 

To summarize, we can conclude and declare that we wrote 4 times via Facebook, 2 times to support@viber.com from one mail box, 2 times from another one (which consisted the domain name of the company we were trying to register) and commented on their LinkedIn page, but received no response.

After contacting one living person from the company (Thanks God, they do work there. I am very obliged to her for the answer and help), we were redirected to 3 different people and FINALLY we have got the price and conditions (nearly 40 letters to get the truth)

 

The price.

If you have 60K as the total number of messages sent, you will pay 0.14 UAH for 1 service message.

If you do not have such an amount, you can choose to pay 250 EUR monthly.

 

We got through: we received the information, we found the right people to communicate with, we can help to make the API integration. It means that the mission is possible, isn’t it?

You are very close. Don’t stop!

And do not despair!

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