Success stories | D Express

Solution

As the largest messaging app in D Express’ native country Serbia with a 82% market penetration, Viber was the obvious messenger marketing tool. Rather than bothering customers with phone calls, D Express turned to Viber Business Messages and conversations.

The 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 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.