Viber marketing in Belgrad: how to reach customers

What does Viber offer businesses in Belgrad?

Viber is useful when customers already expect fast communication: order confirmations, appointment reminders, delivery updates, answers to questions or personalised offers. For a company operating in Belgrad, the channel can serve customers in Serbian, English or another language, depending on the market and the team.

The foundation is a Viber Business profile with a name, photo, description, opening hours and a clear link to the website or contact form. The profile should not look like just another advertising channel. Customers should immediately understand what they can write about and when they can expect a reply.

Three types of communication are then added. Transactional messages notify customers about an action they have already started. Campaign messages present an offer or update to people who have given their consent. Conversations with automated replies handle recurring questions and pass complex cases to an employee.

How do you use a Viber Business profile?

The profile is the starting point for contact, but it is not the strategy itself. It should contain a brief description of the services, opening hours and an action the customer can take: request a quote, book an appointment, check an order or speak to an employee.

For example, a restaurant’s profile can link to its menu and booking page. A repair shop can accept a description and photo of the problem. A wholesaler can collect an enquiry about a product, quantity and delivery deadline. Different scenarios should be identified at the very start of the conversation.

Best practice is to feature the profile on the website, in email signatures, in ads and on materials at the premises. The link should open a specific action, not just a home page. This makes it easier to see where the conversation started.

What types of messages are worth sending?

A campaign should not start with a mass send. First, determine which customers have a reason to receive the message. A customer who bought from a particular category may receive a related offer. Someone with an unfinished enquiry may receive a reminder, but not a generic advertisement.

The message should have one main goal. If it offers a product, invites the customer to an event and asks for feedback all at once, it becomes difficult for them to understand what is expected. Short copy, a specific call to action and an easy reply work better than a long advertising paragraph.

How do automated replies save time?

An automated reply is not a replacement for the team. It is the first layer that takes over the conversation, collects basic information and provides access to frequently requested answers. Customers can choose a service, area, convenient time or type of problem instead of waiting for an employee to ask the same questions.

A practical scenario starts with a few clear choices: “I want a quote”, “I’m checking an order”, “I have a question” or “I want to speak to an employee”. After the selection, the system asks only the necessary questions. For a service enquiry, these might be a name, phone number, area, preferred time and brief description.

Automation should have limits. If a customer writes something outside the defined scenario, the system should not make up an answer. It is better to create a task for an operator and state the expected response time. This is especially important for prices, complaints, payments and contractual terms.

How do you connect Viber to a CRM system?

The connection is usually built through an API. When a message comes in, the CRM system finds the existing contact or creates a new one. The conversation is logged against the customer, and if there is purchase intent, a deal or enquiry is opened and assigned to an employee.

For an outbound campaign, the CRM selects the right audience based on set criteria: language, city, interest, previous purchase, deal stage or most recent communication. Viber receives only the data needed to send the message. The result is sent back to the CRM so you can see whether the customer responded and what happened next.

This is different from copying a list into Excel and sending messages manually. With a manual approach, there is no reliable record of who gave consent, who unsubscribed, who received a response or which employee took over the conversation. With an API integration, these events can be used for rules, tasks and reports.

If the company already has a CRM, the right question is which events the system can receive: a new contact, an incoming message, a campaign response, an opt-out, a conversation handed over and a completed sale. If there is no CRM, you can initially build a smaller module for contacts, conversations, tasks and statuses. Learn more about this approach on the page for a custom CRM system.

How do you manage consent?

Consent is not a box that is checked once and then forgotten. The CRM should record exactly what the customer has agreed to, for which channel, when and through which form or action. It is a good idea to distinguish consent for service notifications, consent for marketing messages and consent for follow-up contact from an employee.

The opt-in form should explain what messages the customer will receive. It is not enough to write “I want news”. It is clearer to specify whether these are offers, reminders, order updates or personalised offers. The wording and process must comply with the applicable data protection rules.

Unsubscribing should be easy and applied across all systems. If a customer stops receiving marketing messages, the CRM should block future campaigns while retaining the information needed for customer service and the conversation history, in line with the company’s internal rules.

Access to consent records should also be restricted. The employee who handles customer enquiries does not need to change campaign settings. The administrator should be able to see when consent was given, why the customer was added to a list and when they were removed.

How do you measure conversations, enquiries and sales?

Reporting starts with a clear distinction between a sent message and an achieved result. Sending shows that the system submitted the message. It does not prove interest, an enquiry or a sale. That is why Viber events need to be linked to actions in the CRM.

Each campaign is assigned a separate identifier or source. This allows the CRM to distinguish a conversation resulting from a promotion, a reminder about an unfinished request and a response to a post. If the customer goes through a website, form or phone call, the system should preserve the link between the initial Viber contact and the final deal.

A useful dashboard does not show only the number of messages sent. It shows which conversations have no response, which enquiries are waiting for a quote, how many deals are in progress and where customers are being lost. Time to first response is especially important for services where customers contact several companies at the same time.

What does implementation look like step by step?

1. 01
   Describe the customer scenarios

   Identify the most common reasons for contacting you: a quote, order, booking, delivery, complaint or question. For each scenario, record what information is needed and when the conversation should be handed over to a person.

2. 02
   Prepare the business profile

   Add a name, description, opening hours, service languages and specific actions. Check how the profile looks on a mobile phone and whether the customer understands where to tap.

3. 03
   Build the automated replies

   Start with a short menu and a small number of questions. Add a fallback response, handover to an operator and an out-of-hours message. Do not automate a process that is unclear even to the team.

4. 04
   Connect Viber to your CRM

   Define the fields for contacts, conversations, consents, inquiries and deals. Set up incoming events, employee tasks and writing results back through the API.

5. 05
   Test consents and opt-outs

   Check opt-ins, opt-outs, preference changes and employee access permissions. Also test a case where the customer already exists in the CRM with different information.

6. 06
   Start with a limited campaign

   Choose one audience and one goal. Monitor conversations manually at first, adjust the script and only then expand the reach.

What drives the cost of Viber marketing?

The Viber marketing service costs €250–€2,500. At the lower end of the range, this usually means a more limited setup with one scenario, basic messages and few integration requirements. The upper end involves more automated flows, segmentation, multiple languages, CRM logic, consents, performance dashboards and connections to an ERP, website or online store.

Before preparing an offer, it is important to clarify whether there is already a Viber Business profile, CRM system and API access. It is also important to establish who prepares the texts, who approves the campaigns and who handles the conversations. Sending the messages is only one part of the work; the more complex part is managing the data and results reliably.

If the channel needs to exchange data with the website, store, telephony system or ERP, the scope is defined together with the API integration. For a team handling Viber, phone, email and chat in one place, the right architecture may include omnichannel communication.

When is Viber not the right first channel?

If the company does not have an organised customer database, does not know where inquiries come from and cannot respond on time, the service process should be clarified first. A new channel will not fix a slow quote, missing availability or an unclear response to a complaint.

Viber makes sense when customers are willing to communicate there, the team can handle the conversations and the business wants to connect marketing with real inquiries and sales. In that case, the profile, automated replies and CRM system work as one process instead of three separate tools.