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PUMA

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PUMA’s main goal was to raise and enhance awareness around one of the biggest European football events of 2024, while promoting its football products. The focus was on creating visually engaging content that would resonate with fans during the high-traffic holiday season.

Goals

Our goal at PUMA GREECE, a FAIS GROUP brand, was to raise awareness around the biggest European football event of 2024 and showcase Puma’s football products in a fun and engaging way. Using Viber Gems, we created branded animations with strategic product placements that captured attention, especially during the vacation season. The campaign reached 2.78 million total views, with over 1.2 million unique views per Gem, boosting visibility and engagement for our football line like never before.

Viber Gems enabled PUMA to combine creativity with reach. The branded animations captured attention in a fun and interactive way, while product placement within the GEMS ensured that viewers engaged directly with Puma’s football offerings. By using Viber, PUMA successfully built a digital campaign that was both memorable and measurable, reaching millions of fans in a highly competitive sports season.&nbsp;The campaign delivered outstanding results, driving strong reach and engagement:<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">2.78 million total views</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Over 1.2 million unique views per Gem</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Increased awareness and engagement around the biggest European football event of 2024</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Creative, interactive approach to product promotion</li></ul>

Results

Find out how PUMA reached over 2.7 million views and engaged 1.2 million unique users with branded Viber Gems.

To achieve this, PUMA leveraged Viber Gems – branded animated content with embedded product placements. &nbsp;The campaign strategy included:<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Branded animations: visually engaging GIF-like content designed to highlight Puma football products.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Product placement: seamless integration of products within the animations to boost visibility and drive interest.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Targeted timing: focusing on high-engagement periods, such as holidays and peak football events.</li></ul>

Solution

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unique views per Gem

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Happy Bar & Grill

At the start of 2025, Happy Bar &amp; Grill set out to strengthen its visibility and engagement with customers during&nbsp;key festive moments (New Year's and Easter) when competition for attention is at its peak.The brand’s key objectives were to:<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Increase and sustain brand awareness during high-traffic holiday periods.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Grow the Happy Bar &amp; Grill Viber Channel, building a loyal subscriber base for ongoing engagement.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Maximize impressions and engagement while optimizing&nbsp;cost per acquisition.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Leverage digital storytelling to enhance customer loyalty and strengthen brand presence across Bulgaria.</li></ul>

Before partnering with Rakuten Viber, Happy Bar &amp; Grill relied on traditional communication methods such as email and SMS—channels that were increasingly saturated and less effective in reaching customers.The brand faced:<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Fragmented communication across multiple digital touchpoints.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Declining engagement rates and difficulty standing out during peak promotional periods.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Limited interactivity in traditional campaigns made it harder to connect authentically with audiences.</li></ul>These challenges were affecting the company’s ability to remain&nbsp;top-of-mind among customers during major holidays, when consumer attention was most valuable.

Challenges

This success story has been achieved in partnership with&nbsp;<a style="text-decoration:none;" target="_blank" rel="noopener noreferrer" href="https://marketiseme.com/en/">Marketise Me</a>.

Our goal at Happy Bar & Grill was to keep the brand top-of-mind during high-traffic seasons like New Year's and Easter while engaging our audience in a fun and memorable way.

Using Viber’s ecosystem, from Branded Viber Gems to Ads and the Explore screen—we reached millions of users, grew our channel subscribers, and achieved engagement levels that outperformed traditional digital formats.

The results speak for themselves: nearly 5 million ad impressions, strong CTRs, and thousands of new loyal followers who now engage with us directly on Viber.

Happy’s Viber campaign confirmed the effectiveness of multi-format strategies that combine creative storytelling with targeted delivery.With the help of Marketise Me consultants, the campaign exceeded expectations and delivered impressive results across all Viber placements:<ul><li>Viber Gems (New Year's):<ul><li>14M+&nbsp;Views</li><li>8.4M+ unique views</li></ul></li><li>Viber Gems (Easter):<ul><li>6.2M+ views</li><li>2.2M+&nbsp;unique views</li></ul></li><li>Viber Ads:<ul><li>4,997,516 total impressions</li><li>116,898 clicks</li><li>CTR: 2.34%, surpassing industry averages</li></ul></li><li>Explore screen:<ul><li>2,725,500 impressions</li><li>12,404 clicks</li><li>CTR: 0.46%</li></ul></li><li>Verified channel:<ul><li>5,416 new subscribers gained during the campaign period</li></ul></li></ul>Most importantly, the brand observed a&nbsp;lower cost per acquisition compared to traditional marketing channels, like email and SMS, along with stronger engagement and higher loyalty among subscribers who interacted with the Happy Bar &amp; Grill Viber Channel.Following the campaign, Happy Bar &amp; Grill identified&nbsp;Viber as a core communication channel&nbsp;for ongoing activations. The brand has already planned additional Viber Gems campaigns for upcoming festive periods and will continue expanding its Viber Channel to strengthen customer relationships and loyalty year-round.

Discover how Happy Bar & Grill reached nearly 8M impressions and boosted engagement using Viber Gems and Ads.

To overcome these challenges, Happy Bar &amp; Grill decided to design an integrated digital campaign using Viber’s ecosystem, in partnership with&nbsp;<a style="text-decoration:none;" target="_blank" rel="noopener noreferrer" href="https://marketiseme.com/en/">Marketise Me</a>.The brand worked with Marketise Me to create a strategy that combined Branded Viber Gems, Viber Ads, and premium Explore screen placements to guide users from awareness to engagement and loyalty — all within one trusted platform.1. Branded Viber Gems (New Year's &amp; Easter)Happy Bar &amp; Grill introduced eye-catching, festive animations that captured the joyful energy of the season during the New Year's and Easter holidays. These lively, shareable Gems not only entertained users but also positioned the brand as modern, creative, and culturally in tune.The animations served as interactive entry points that engaged users instantly, creating emotional resonance while keeping the brand visible during competitive peak periods.2. Viber Ads (Across all placements)Over a two-month period, the team deployed Viber Ads across all available placements, ensuring broad awareness and consistent messaging. These ads directed users to the Happy Bar &amp; Grill official Viber channel and encouraged interaction with the brand’s festive campaigns.The mix of static and animated ad formats provided flexibility in storytelling, delivering high engagement rates and strong performance at scale.3. Premium Explore screen placements (4 weeks)Happy Bar &amp; Grill also took advantage of one of Viber’s most-visited spaces (the Explore screen) to secure a high-impact presence in front of millions of users. For four weeks, the brand enjoyed premium discoverability and exposure in a placement built for awareness and brand credibility.4. Verified channelHappy’s verified channel became the&nbsp;central hub for customer connection, reinforcing authenticity and brand trust. The brand was able to communicate directly with subscribers, share offers, and nurture long-term loyalty with audiences who actively chose to engage.By integrating these touchpoints, Happy Bar &amp; Grill successfully executed a multi-format, multi-phase campaign that balanced reach with engagement, awareness with conversion, and creativity with measurable results.

New Year's Viber Gems views

total impressions on Viber Ads

CTR for Viber Ads

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Natural Gas - Hellenic Energy Company

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Natural Gas – Hellenic Energy Company

The main goal of the campaign was to increase sales for Natural Gas – Hellenic Energy Company’ Black Friday electricity offer. To do this, the company needed a solution that would not only reach a wide audience but also engage potential customers effectively, driving them to take action while promoting the brand in a natural and non-intrusive way.

This success story has been achieved in cooperation with&nbsp;<a style="text-decoration:none;" target="_blank" rel="noopener noreferrer" href="https://www.mindshareworld.com/">Choose</a>

Our collaboration with Viber proved to be strategically decisive for the success of our Black Friday campaign. The native and innovative ad solutions enhanced the overall user experience, offering high visibility without being intrusive. The results – with a CTR 28% above the industry benchmark – exceeded our expectations, showcasing Viber’s strength as a channel for communication and engagement.

Viber Ads allowed Natural Gas – Hellenic Energy Company to combine creativity with precision targeting, delivering messages in a way that felt native and non-intrusive to users. By integrating promotions directly into the user experience, the campaign reinforced brand visibility, maximized engagement, and drove conversions efficiently.<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">1.83 million impressions reaching a wide and relevant audience</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">46,169 clicks generating measurable engagement</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">2.53% click-through rate, 28% higher than the industry benchmark in Greece</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Increased awareness and interest in the Black Friday electricity offer</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Native, user-friendly ad formats that drive both visibility and action</li></ul>

Result

Learn how Natural Gas – Hellenic Energy Company exceeded industry benchmarks with a 2.53% CTR for their Black Friday campaign using Viber Ads.

Natural Gas – Hellenic Energy Company leveraged Viber Advertising Solutions, a versatile set of native tools designed for brand building, promotion, and user engagement. The campaign utilized multiple formats:<ul style="margin-bottom:0;margin-top:0;padding-inline-start:48px;"><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Small Natives, including placements in Chat Screen, Call Screen, More Screen, and BCI.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Post-call ads, delivered immediately after phone calls to maximize visibility.</li><li style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;font-size:11pt;font-style:normal;font-variant:normal;font-weight:400;list-style-type:disc;text-decoration:none;vertical-align:baseline;white-space:pre;" dir="ltr" aria-level="1">Explore Screen, an interactive ad space for deeper engagement and product discovery.</li></ul>This approach allowed the campaign to integrate seamlessly into users’ Viber experience, ensuring high visibility while remaining engaging and user-friendly.

impressions

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The company used SMS, push notifications, and email as their primary channels of communication. In order to centralize their communication channels, eliminate overlaps and deliver personalized messages to their target audience they recognised the need to integrate Rakuten Viber as their flagship marketing tool.

Background

<ul><li>Streamline and optimize omnichannel marketing campaigns</li><li>Enhance communications used in the customer renewal lifecycle</li><li>Improve E2E customer experience &amp; satisfaction</li></ul>

This success story has been achieved in cooperation with Viber’s official messaging partner

Customer renewal lifecycle is one of the key customer journeys for us, so communication for it is crucial. Viber Business Messages have become a major element of this lifecycle, delivering effective communication and even allowing us to reach clients who wouldn’t engage with other channels. It’s now a key component of our strategy to communicate with customers at the right time, with the right channel, and the right content. 

<ul><li>68% Viber Business Messages delivery rate</li><li>72% Open rate out of delivered</li><li>20% Rakuten Viber share in each customer journey</li></ul>

Better CX and streamlined customer renewal journey with Viber Business Messages

<ul><li>Rakuten Viber is integrated into the company’s Salesforce Marketing Cloud</li><li>In synergy with other channels, Viber Business Messages are used at specific points in the customer renewal journey</li></ul>

Solutions

Delivery rate

Open rate

Rakuten Viber share in each customer journey

A1 Serbia

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Podorozhnyk chose Rakuten Viber because:<ul><li>Presence on Rakuten Viber provides easy access to the customers’ home screen;&nbsp;&nbsp;</li><li>It was more cost-effective than a dedicated app;&nbsp;</li><li>With this infrastructure, users can place orders from anywhere in the world;</li><li>Most of Podorozhnyk’s customers are on Rakuten Viber already;</li><li>Rakuten Viber is capable of acting as a single ecosystem for all customer interactions.</li></ul>

Why Rakuten Viber?

<ul><li>maximize customer engagement</li><li>generate leads &amp; revenue</li><li>deliver personalized promotions</li><li>collect customer feedback</li><li>improve customer experience &amp; loyalty</li></ul>

This success story has been achieved in cooperation with Rakuten Viber’s official messaging partner <a href="https://www.gms.net/" target="_blank" rel="noopener noreferrer nofollow">GMS</a>

This success story has been achieved in cooperation with Rakuten Viber’s official messaging partner GMS

“People are used to talking on messengers because it’s so quick and easy. So, why not use them to place orders, too? Out here, everyone has Rakuten Viber and it’s usually on the phone's home screen, which is the most expensive digital real estate today. So, with this set-up, you can place an order in just a few clicks — and we claim a prime spot on our customers’ phone screens. Rakuten Viber has become an essential, core part of our sales infrastructure. Its solutions create an entire ecosystem for customer interactions: from promotions and sales to feedback collection and loyalty program.”

<ul><li>+10% increase in ROI thanks to Viber Rich Business Messaging&nbsp;</li><li>+37% higher turnover, compared YoY</li><li>450% ROMI of promotional campaigns on Rakuten Viber</li><li>Over 1.1M chatbot subscribers within the first year of the campaign</li><li>46% of bot subscribers tapped for feedback — provided it</li><li>50% of all online orders for pickup are placed via the chatbot</li></ul>

Viber Rich Business Messaging — ecosystem for customer interactions & sales

Podorozhnyk uses Viber Rich Business Messaging as an entire infrastructure to interact with customers across various points in the customer journey:<ul><li>Targeted Viber Business Messages bring users into the chatbot, engage, and deliver promotions;&nbsp;</li><li>Viber Chatbot collects feedback, shares polls &amp; promos, acts as a virtual loyalty card, and allows placing orders for pickup in-store.</li></ul>

ROI growth

Turnover growth

ROMI

Bot subscribers

Feedback rate

Self-pickup orders via the bot are placed

Podorozhnyk Pharmacy

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<ul><li>Rakuten Viber is immensely popular in Greece, holding a staggering 91% smartphone penetration rate.</li><li>Viber Lenses are an interactive AR-powered feature that’s highly engaging and appealing to the Gen Z audience.</li><li>Viber Gems are special animations triggered by specific words and phrases in users' conversations, such as 'Happy Birthday', 'Happy New Year', and similar holiday greetings. Used nearly 7.3 million times each month in Greece, Viber Gems brighten up the chats for millions of users and draw additional attention to special occasions.</li></ul>

<ul><li>attract the Gen Z audience</li><li>raise brand awareness and visibility</li><li>engage consumers with a creative &amp; memorable digital-first experience</li><li>create an association between Fanta and the carnival season (and the fun it entails)</li><li>push the boundaries on immersive advertising and digital marketing</li></ul>

This success story has been achieved in cooperation with <a href="https://www.mindshareworld.com/">Mindshare</a>

We're thrilled about our collaboration with Rakuten Viber on this pioneering “media-first” campaign. Viber Gems and Viber Lenses attracted the Gen Z audience and boosted engagement with Fanta. The implementation of these solutions, for the first time in Greece, represents a significant innovation in digital marketing

<ul><li>5.6M+ Fanta-branded Viber Gems were generated during the two weeks of the campaign</li><li>256K+ users tried on Fanta-branded festive Viber Lenses</li><li>13.5% of users who tried the Lens took a picture with it and shared it with others</li><li>Coca-Cola Hellas became the 1st company in the world to use branded Viber Gems and 1st to launch branded Viber Lenses in Greece</li></ul>

Fanta uses Viber Lenses & Gems to build emotional connection with customers during holiday season

In partnership with Mindshare, Fanta launched a pioneering media-first campaign on Rakuten Viber:<ul><li>Branded Viber Lenses: an interactive AR-powered feature in the carnival theme, branded by Fanta</li><li>Branded Viber Gems: words related to the carnival holiday (i.e. Carnival, Masquerade, Clean Monday, Koulouma, Costume, Dress up, etc.) activated a Fanta-branded carnival animation in conversations</li><li>Both the Fanta-branded Lenses &amp; Gems were promoted externally and on Rakuten Viber: via the official Rakuten Viber Greece channel and a banner in the Explore screen.</li></ul><figure class="media"><oembed url="https://youtu.be/vz5grN5ExUI?si=61S6p7bDjnDJGPTT"></oembed></figure>

Fanta Viber Gems

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Users sharing Fanta Lens

Fanta by Coca-Cola

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Yespo is a customer data platform that helps automate marketing for online businesses that want to leverage large volumes of data to communicate with customers over eight direct marketing channels. Yespo wanted to add Rakuten Viber to their existing portfolio of channels to enhance their omnichannel capabilities and turned to Rakuten Viber's trusted messaging partner Infobip. Adding Rakuten Viber was necessary due to:<ul><li>Rakuten Viber's high penetration and adoption rates in Yespo's target regions</li><li>Rakuten Viber’s rich media capabilities that enable engaging, personalized messaging campaigns</li><li>Convenient messaging, easy implementation, and cost-efficiency thanks to Rakuten Viber’s good compatibility with Yespo’s omnichannel flows</li></ul>

<ul><li>Enhance the omnichannel features of Yespo’s platform</li><li>Increase the number of messages sent through Yespo’s CDP</li><li>Boost Yespo’s revenues</li><li>Expand the number of use cases for Yespo’s clients</li><li>Empower Yespo’s clients to target various audience segments with personalized messages over Rakuten Viber</li></ul>

Infobip

In Infobip we found a scalable wholesale partner that enabled us to provide our clients a more holistic omnichannel solution with the capabilities of rich media messaging over Rakuten Viber Business Messages. This helped us increase the number of messages sent via our platform and helped our clients meet their business goals. We’re now looking into Rakuten Viber Chatbots.

How implementing Viber integration has benefitted Yespo:<ul><li>17x more messages sent via Yespo platform</li><li>a 245% year-on-year growth in supplier interactions</li><li>a 4.5x more in revenue</li><li>Yespo’s clients consider Viber their #1 channel for repeat purchases.</li></ul>How implementing Viber integration has benefitted Yespo’s clients:<ul><li>2.5x more orders at half the operational costs: an international eCommerce marketplace, Shafa targeted specific customer segments with personalized Promotional Viber Business Messages containing links and dynamic content.</li><li>20% of total revenue coming from Viber users, 70% of that—thanks to reducing cart abandonment: superstore Auchan Ukraine sent Promotional Viber Business Message to customers who’d abandoned their carts.</li></ul>

Revenues soar, costs and cart abandonment plummet thanks to Rakuten Viber

With Rakuten Viber integration implemented to Yespo’s platform via Infobip, Yespo’s clients created messaging flows that used Transactional and Promotional Rakuten Viber Business Messages to:<ul><li>push customized offers to existing customers</li><li>reduce cart abandonment</li><li>boost revenues</li><li>set up omnichannel cascade campaigns</li><li>deliver important and time-sensitive notifications</li></ul>

Increase in Yespo’s revenue

YoY interactions growth 

More messages sent via Yespo

More orders for Yespo’s client

Of total revenue from Rakuten Viber users

Revenues from fixed cart abandonment

Yespo

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The National Alliance for Local Economic Development (NALED)'s mission is the improvement of the business environment in Serbia by supporting economic reforms, with active engagement and cooperation from businesses, local governments and civil society organizations.NALED goals are:<ul><li>Improving the regulatory and institutional framework for doing business</li><li>Strengthening the capacities and responsibility of public administration</li><li>Improve the existing contact centre, enhancing its capabilities to support businesses</li></ul>The contact centre of republic inspections is financed by the European Bank for Reconstruction and Development (EBRD) and implemented by the Serbian Ministry of public administration and local-self-government (MPALSG) in partnership with NALED.

“By introducing IVA – the chatbot channel for communicating with citizens and business – we have significantly improved the work of the Contact Centre of republic inspections by making it easier to submit requests/petitions using Rakuten Viber without creating more work for Contact Center operators. The addition of IVA has modernised the daily operation of the Contact Center, improving efficiency while alleviating pressure on staff.”

Helping to automate parts of a contact center through a Rakuten Viber Chatbot 

In March 2021 the existing contact centre (established in March 2020) was upgraded to a Chatbot named IVA, within Rakuten Viber - allowing MPALSG and NALED to automate parts of the contact centre.IVA came to Rakuten Viber – a no-brainer, considering Rakuten Viber has a dominant 90% MAU smartphone penetration in the Serbian market – allowing customers to communicate with contact centre using messaging rather than placing a phone call. This made for a much more convenient customer experience while expanding the capacity of the contact centre considerably without putting more demands on existing customer agents.IVA was promoted within Rakuten Viber using high-impact ads on the Post Call/Chat/Calls and More screens to drive brand awareness without intruding on the user experience, with the aim to grow awareness and attract new subscribers.

Ad impressions

Viewability

Daily reach

Chatbot subscribers following a 2 month paid media campaign

Requests processed by the chatbot

The National Alliance for Local Economic Development (NALED)

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The Human Improvement Project funds and performs research with universities to determine which issues most impact well-being. Their mission was to educate users about the science of long-term well-being using an accessible and widely used technology platform.

Cutting edge research and tips focused on wellbeing, through a Rakuten Viber Chatbot 

The Human Improvement Project’s “The Happiness Tips” Rakuten Viber Chatbot helps users build better relationships with their loved ones, offering customized lessons to build emotional intelligence. Filled with the latest cutting-edge scientific tips to help deepen relationships, the bot is accompanied by a sticker pack translated in 9 different languages. Approximately 1.1 million users interact with the bot on a weekly basis.

Sticker pack downloads

Bot messages sent

Happiness Tips

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Worddio offers an effective and engaging way to learn new words, helping people learn a foreign language faster by memorizing new words in the right way. They were seeking a global audience to share the in-depth studies of linguists, foreign language teaching specialists and teachers themselves.

Challenge

Teaching foreign languages with a Rakuten Viber Chatbot

Using Rakuten Viber, Worddio launched the Worddio Language chatbot marketing campaign and sticker packs, reaching millions of users globally. Users can test their knowledge in any of the 33 languages the Rakuten Viber chatbot supports in an effective and engaging way, earning points and challenging themselves with tests and games. Upon downloading the Rakuten Viber stickers users are automatically subscribed to the bot.

Worddio

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D Express is a technically forward-thinking express courier service based in Serbia. Employing 1,200 people and operating a network of distribution centers located in 21 cities across the country, it delivers over 65,000 parcels every single day to both business and consumer addresses all over Serbia.In 2018 D Express enlisted Rakuten Viber to help improve its mobile marketing strategy and enhance its communication with its customers, with the aim of having parcel recipients stay up to speed with their deliveries.

This success story has been achieved in cooperation with

"D Express, one of our most valued clients in Serbia, was looking back in 2019 for an effective messenger marketing tool to improve communication flow with its customers. Being one of Rakuten Viber's business partners, Akton was able to offer the perfect solution by introducing Rakuten Viber Business Messages with a 2-way conversational service. For the first time this led to very successful conversations between D Express and its customers with 24/7 open channel communication, higher quality of communication and amount of data exchanged and last but not least with lower costs with favourable Rakuten Viber business pricing."

Out of 300,000 D Express Business Messages delivered every month, 85% were delivered for the first time – an improvement of 15% compared to before they started using Rakuten Viber. This enabled the business to provide a better quality of service, improving customer experience and building trust and loyalty within its customer base.Given that 81% of consumers say it is difficult to communicate with businesses, D Express’ results are a win for both the brand and its customers.

Helping a courier company communicate with customers through Rakuten Viber Business Messages


As the largest messaging app in D Express’ native country Serbia with a 82% market penetration, Rakuten Viber was the obvious messenger marketing tool. Rather than bothering customers with phone calls, D Express turned to Rakuten Viber Business Messages and conversations.The Rakuten Viber conversational experience starts with the customer receiving an automated and personalized message updating them on details of their delivery. They can then reply to a Rakuten Viber business account directly, for more information, redirecting the shipment etc. This empowers the customer – they have all the info to hand and they can reply at a time that is convenient.Because there is no waiting for a call operator to answer, customer response times can be improved. Customers enter a PIN code for delivery validation, and in case of an unsuccessful delivery attempt they will receive a notification summarising options available to them.

Messages delivered  every month

Delivery  rate

Improvement  in delivery rate 

D Express

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The Global Tennis Community is an online Rakuten Viber Community focussed on tennis news from across the world, especially from the professional tour spearheaded by Australian entrepreneur and social media influencer Samuel Begg. Its reach extends to professional tennis players, industry insiders and fans both casual and hardcore alike.Thanks to its diverse range of content and accessible, fun approach, the Community is often ranked in the top trending Communities worldwide. The Global Tennis Community wanted to utilise Rakuten Viber for Business solutions to manage and make the most from this continued growth.

"The Global Tennis Community and I partnered with Rakuten Viber in 2019, with the aim to deliver tennis news, videos, 
and discussion to fans around the world, no matter 
who or where they are.

Rakuten Viber, with a diverse global user base, was the perfect platform to embody this idea.

Now, the Global Tennis Community has more than 
685k subscribers on a messaging app."


Despite the tennis world being disrupted by the pandemic, the Global Tennis Community on Viber enjoyed a very successful few months, expanding beyond its USA/Australia focus and boosting its popularity in the top 30 countries in which Viber operates.It achieved a cumulated social media audience of 183,000, and has seen constant exposure on the Viber Explore screen in France, UK, Ireland, USA and Australia since May 2020: its impressions on the Explore screen in that time totalled over 25.5 million, with a reach of over 12 million, an average CTR total of 6.85% and an average CTR unique of 8.23%.GTC also notched up more than 685,000 subscribers from all over the world on Viber alone, and has been promoted multiple times in the CEE region (with high-profile stars like Djokovic of Serbia and Tsitsipas of Greece), and APAC (especially in the Philippines).This led to the Global Tennis Community truly fulfilling its promise and reaching a global audience of tennis fans through Viber.

Building a global tennis community on Rakuten 
Viber and harnessing the power of the messenger


Due to their engaging nature and fun visual nature, a Rakuten Viber Stickers campaign helped to highlight the content, emphasise wins and great shots, while also automatically subscribing users to the Community.This was bolstered by other Rakuten Viber content feed features or ideas like polls, live chats and giveaways to increase user engagement across territories.

Number of GTC sticker packs downloaded

Messages sent with GTC sticker packs

GTC followers on Rakuten Viber alone 

Global Tennis Community 

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QuadX is one of the fastest-growing startups in the Philippines in cross-border logistics. The startup launched its ShippingCart service in 2015, allowing shoppers across the Philippines to receive orders from online vendors in North America and Europe in an easy, secure, and timely manner.Since the launch of UK delivery in 2019, ShippingCart has been striving to get more customers to shop and ship from the UK.&nbsp;

33% contribution to total UK transactions in 3 months.

Growing the usage of a delivery service with Rakuten Viber Business Messages

ShippingCart sent targeted Rakuten Viber business messages to all existing customers who have purchased from the US but hadn’t yet tried the UK shipping service.<ul><li>Audience segmented by interests;</li><li>Relevant content per segmented audiences.</li></ul>Features:&nbsp; Text + image + call-to-action button

of US customers reached via Rakuten Viber made a purchase in the UK

KPI achievement for UK transactions

growth in UK transactions versus the same period last year

QuadX

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OKKO Group is the leading network of gas stations in Ukraine. Since 2009, OKKO has partnered with Fishka to offer an advantageous loyalty program, recognized as the most profitable for drivers in Ukraine.As part of their continuous investment in convenient, fast, safe and smart solutions for their customers, OKKO and Fishka have released OKKO PAY, a contactless payment service available to MyFishka app users. Despite being launched in 2017, its penetration into the Ukrainian market did not happen as quickly as with similar products in European markets.Thanks to OKKO PAY, a loyalty program member could purchase fuel, as well as other essentials from the store at OKKO filling stations without entering the point of sale: the purchases were brought outside to the customer’s car.&nbsp;This feature has become a must during pandemic lockdown periods, yet it was still necessary to remind customers about it.

"Rakuten Viber helped us inform our customers about the contactless refuelling service available at OKKO filling stations. The campaign was extremely helpful for retaining customers and drawing the attention of Ukrainians to the OKKO Pay service benefits during the initial stages of the Covid-19 lockdown. After three months of the Rakuten Viber campaign, the service’s audience has grown by 33%."

During the pandemic lockdown, turnover through the OKKO PAY service increased by more than 40%. &nbsp; &nbsp; &nbsp;A timely communication helped to convey to customers the benefits of contactless payments increasing the share of the latter from 57% to 68%.Finally, the share of the bank card payments grew from 41 to 45%.&nbsp;

Helping Ukraine’s largest multi-partner loyalty program Fishka and filling station partner OKKO

OKKO took advantage of Rakuten Viber's 95% penetration rate in Ukraine, using the app as one of the main communication channels to quickly draw attention to the possibilities OKKO PAY provides.&nbsp;In Rakuten Viber communications, emphasis was placed on the safety of the OKKO PAY service and to give customers some extra motivation, Fishka offered extra points for fuel as well as delivering purchased goods either to the customers' car or other address.With the ability to add images to Rakuten Viber Business Messages, OKKO created compelling and captivating communications to convey their message.

Success stories

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Success stories

Fanta by Coca-Cola

See how brands grow with Viber for Business

Let's talk about how Viber can support your business goals

See how brands grow with  Viber for Business