Viber Marketing in Skopje: Campaigns and Automated Replies

What should a company in Skopje plan before its first Viber campaign?

The first step is not designing the message. You need to clarify which customers you want to reach, what permission you have to message them, and what action you expect after they receive the message. This could be an enquiry, a visit to a location, a quote request, a booking, or a repeat purchase.

For a company operating in Skopje, it is important to tailor communication to the local language, business hours, and the actual way customer service is delivered. A message to a customer requesting a quote should not lead to a generic homepage. It should open a specific offer, form, or conversation with an agent.

Before sending, define separate subscriber groups. For example, new contacts, active customers, customers who have not made a purchase for some time, and people who started a conversation but did not send the required information. When everyone receives the same text, they quickly lose their reason to follow the business profile.

How do you build a Viber business profile?

The business profile is the public touchpoint where customers recognise the company and start a conversation. It should include a clear name, logo, service description, business hours, and contact details. If the company has different departments or locations in Skopje, decide at the outset whether to use one profile or separate profiles with different teams.

The profile should lead into a real process. If someone asks about a price, the conversation is logged against a contact. If they request a visit, a task or enquiry is created. If they are interested in a specific product, the CRM should save this information instead of making the agent copy it into a notebook or spreadsheet.

A well-prepared profile also has rules for handing conversations over to a person. An automated reply can collect the basic details, but it should not promise an action the team cannot deliver. The customer should know when they will receive a response and what they need to send for the enquiry to be processed.

Which Viber campaigns are suitable for a local business?

A campaign should have one clear goal and a limited audience. A message about a new service should be sent to people who have shown interest in the relevant category. A reminder about an unfinished enquiry should be sent only to contacts with an ongoing conversation or a deal already created.

The message copy should avoid the generic “Contact us.” It is more useful to say what the customer will receive and what they need to do. For example, the button could open a conversation about a specific service, ask for a preferred time, or link to a quote request form.

The visual elements should serve the goal, too. One clear image of the product or service is more useful than a collage with lots of elements. It is important for people to understand the offer on a mobile screen as well, without having to search for the key information in a long block of text.

How do you set up automated replies in Viber?

An automated reply starts with a brief greeting and a choice of direction. The customer can choose a service, a pricing question, a visit request, or a conversation with an operator. These choices are not just convenient for the customer. They send structured data to the CRM and help the team prioritise conversations.

Approved responses should be prepared for frequently asked questions. They may cover business hours, service areas, how to submit a request, response times, or required documents. If a question goes beyond the predefined topics, the bot should hand the conversation over to a person instead of making up an answer.

The automated flow should also have an outcome. If the customer does not reply, an incomplete conversation is recorded. If they submit data, an enquiry is created. If they ask for an operator, the system directs them to a queue or a specific team. This ensures that no conversations simply disappear from the channel.

For more complex processes, you can use a different flow for new and existing customers. For example, an existing customer should not have to describe their company, address, or previous order again if that information is already in the CRM.

How do you connect Viber to a CRM?

The integration starts with a data map. The fields for name, phone number, company, interest, city, enquiry source, and consent to communicate are defined. The next step is deciding when to create a new contact, when to update an existing contact, and when to turn a conversation into a deal or task.

A Viber profile can send incoming conversations, the selected topic, automated flow responses, and operator actions to the CRM. In the other direction, the CRM can send the customer segment, deal status, and notifications approved for sending. The technical side uses an API and clear identification rules to prevent duplicate contacts from being created.

With an existing system, the integration is planned after reviewing its capabilities. If the CRM lacks the required fields or conversation history, further development may be necessary. The custom CRM systems page describes the core modules that can be tailored to a company’s specific process.

When Viber is just one of several channels, conversations can be brought together with phone, email, chat, and social media. This is especially useful for a team serving customers across multiple channels. With this setup, the same customer does not have to be moved between different lists.

How do you manage subscribers and consent?

The subscriber list should not be a static Excel file. Every contact should have a status, subscription source, and history of sent messages. This way, the team knows why the person is on the list and what type of communication they have consented to.

A good practice is to keep separate groups for promotional messages, service notifications, and follow-up communication. A subscriber who has agreed to receive a request confirmation is not automatically suitable for every promotional campaign. This separation reduces the risk of inappropriate messages and makes control easier.

There should be a process for unsubscribing, blocking, and correcting data. When a customer asks to stop receiving messages, the change is recorded in the CRM and applied to future campaigns. When more than one channel is involved, the communication preference should be visible in one place.

When handling personal data, define what is stored, for how long, and which team members have access. A technical integration does not replace the company’s internal rules. It must follow them and keep an audit trail of actions.

How do you track enquiries and sales from Viber?

The most useful report does not start with sent messages, but with the outcome. Each campaign is assigned a source, offer name, and target action. When a customer opens a conversation or submits an enquiry, the CRM preserves this connection and tracks it through to the next stage.

The team can see which conversations are new, which are awaiting a reply, which have been sent to a salesperson, and which have turned into a quote. When a sale is made, the value, product or service, and reason for the loss are recorded if the deal was not completed. This makes it possible to compare campaigns not just by activity, but by real business results.

For accurate tracking, it is important that the connection between Viber and the CRM is not lost when the customer moves to a website, phone call, or physical location. If the customer starts in Viber and finishes by phone, the operator should be able to add the outcome to the same contact and deal.

If needed, Viber can be part of a larger customer service system. The omnichannel contact centre platform shows how different channels can be managed together with tickets, deadlines, and a team dashboard.

What does the actual implementation process look like?

1. 01
   Process description

   The company’s goals, customer types, the services to be communicated, and the points at which an operator should step in are documented.

2. 02
   Profile and flow setup

   The business profile, initial menus, automated replies, rules for handing conversations over to a person, and message copy are created.

3. 03
   CRM data model

   The fields for contacts, subscribers, conversations, enquiries, quotes, deals, and consent are defined. The process for preventing duplicate records is checked.

4. 04
   API integration and testing

   Viber and the CRM are connected, after which new subscriber, returning customer, communication opt-out, operator handover, and deal closure scenarios are tested.

5. 05
   Pilot campaign

   The first campaign is sent to a limited segment. Delivery, automated replies, team performance, and reporting in the CRM are checked.

6. 06
   Optimisation based on results

   After the campaign, responses, unfinished conversations and sales are reviewed. The segments, scenarios or offer are changed—not just the message text.

How much does Viber marketing cost in Skopje?

The price for Viber marketing is €250–€2,500. The lower end of the range usually covers more limited campaigns, ready-made scenarios and basic setup. The upper end covers solutions with more segments, automated responses, CRM integration, deal tracking and specific rules for the team.

The exact offer depends on whether the company already has a CRM, how subscribers are managed and whether ready-made sales and service processes are in place. When these rules are missing, they are designed first and automated afterwards. This is the slower option at the beginning, but it avoids costly fixes after launch.

What should you check before commissioning the project?

Ask to see how a real conversation will be handled, not just what the business profile looks like. The journey from subscription through the automated response to the contact, task and deal in the CRM should be demonstrated.

Check who will maintain the texts, segments and unsubscribe rules. Ask how an incorrect phone number, duplicate contact, conversation outside business hours and enquiry requiring a person will be handled.

How you receive reports also matters. If data is provided only as a screenshot or manual file, it will be difficult to understand which customers went on to make a purchase. Look for history, clear statuses and the ability to link the results to your other channels.

For technical questions about connecting Viber with a CRM, website or ERP, see the API integration service. If you already know which process you want to automate, you can send a description through the contact form.