Unlock Global Business Channels via Viber, Empower Cross-border Enterprises with Full-scenario Customer Service
Viber Global Users
1 Billion+
Eastern Europe · Middle East · SEA
Why Udesk
Viber owns a billion-level user base and holds a dominant position in Eastern Europe, the Middle East and Southeast Asia. Udesk connects this high-value channel to an omnichannel intelligent customer service platform, helping cross-border enterprises reach local customers compliantly while continuously cutting global service costs.
Product Features
Lightweight, Intelligent and Compliant One-stop Customer Service Capabilities
Complete official Viber Business API verification and binding with a standardized onboarding process, keeping enterprise accounts compliant from day one.
AI customer service handles high-frequency questions 7×24H in multiple languages, with smooth escalation to human agents for complex cases.
Send pre-approved template messages with images, videos, files and buttons to deliver notifications and campaigns within platform rules.
Consolidate sessions, agent performance and channel effectiveness into unified dashboards for data-driven service operations.
Modules
Full-dimensional Capability Matrix to Support Standardized Customer Service Operations
| Functional Module | Core Capabilities | Enterprise Value |
|---|---|---|
| Unified Omnichannel Session Management | Aggregate Viber with WhatsApp, Messenger, email, web chat and other channels into one agent workspace with unified routing and assignment. | Eliminate platform switching and improve agent efficiency. |
| AI Intelligent Customer Service | Multilingual intent recognition, knowledge base Q&A, guided flows and automatic handover to human agents. | Cover off-hours traffic and reduce repetitive workload. |
| Compliant Template Message Push | Manage transactional, marketing and verification templates, with submission, review status tracking and batch sending. | Reach customers proactively while staying within platform policies. |
| Rich-media Interactive Communication | Support text, images, video, files, location, quick replies and action buttons in conversations. | Shorten communication paths and raise conversion rates. |
| Work Order & Quality Inspection System | Generate tickets from sessions with SLA tracking, escalation rules and automated quality inspection of conversations. | Standardize service processes and secure consistent quality. |
| Channel Data Reports | Multi-dimensional statistics on session volume, response time, resolution rate, satisfaction and template performance. | Support data-driven decisions on channel and staffing investment. |
Customer Stories
Multi-industry Practical Cases Empowering Global Service Upgrading
E-COMMERCE
Connected Viber stores across Eastern Europe to Udesk, unifying pre-sales consultation and after-sales follow-up. AI handled the majority of repetitive shipping and return questions, and first response time dropped significantly.
MANUFACTURING
Used Viber template messages to push maintenance reminders and service progress to overseas dealers, with tickets generated directly from conversations to keep on-site service closed-loop and traceable.
LOGISTICS
Automated shipment status notifications and exception alerts on Viber, while inbound tracking enquiries were routed to the right team, reducing inbound call volume and improving customer satisfaction.
FAQ
Quick Answers to Core Questions on Access and Operation
No. Personal Viber accounts cannot be connected. Only official Viber Business API accounts that have passed platform verification can be integrated with Udesk, which also guarantees compliant business messaging and stable service capabilities.
Yes. Proactive messages must use pre-approved templates, covering transactional notifications, marketing campaigns and verification scenarios. Udesk supports template submission, status tracking and unified management so enterprises can push messages compliantly.
All Viber sessions are automatically integrated into the unified Udesk workspace alongside other channels. Agents reply, transfer, create tickets and review customer history in one place, without switching between different systems.
Connect your Viber stores to the Udesk Viber Business API and unify multi-store conversations, SLA management and intelligent service in one cross-border customer service platform
