What are the benefits OTT channels as service channels?

Using over-the-top (OTT) messaging platforms like Viber and Telegram as service channels offers several advantages for businesses aiming to provide efficient and engaging customer service:

1. Expansive Reach : Both Viber and Telegram have large and growing user bases globally, providing access to a vast audience that uses these platforms for everyday communication.
2. Cost Efficiency : Since these platforms operate over the internet, they can significantly reduce communication costs compared to traditional SMS and voice calls, especially for international interactions.
3. Rich Media Support : Viber and Telegram allow for multimedia messaging, enabling businesses to send images, videos, documents, and voice notes. This can be particularly useful for providing detailed product information or walkthroughs.
4. Encryption and Security : Both platforms offer strong security features. Telegram is noted for its end-to-end encryption in secret chats, while Viber provides end-to-end encryption by default, ensuring that customer communications are secure and private.
5. High Engagement Rates : Messaging apps typically enjoy high open and response rates, meaning messages sent through Viber and Telegram are likely to be read promptly, facilitating faster customer interactions.
6. Automation and Bot Support : Both platforms support chatbots, which businesses can use to automate frequently asked questions, provide instant support, and handle routine queries 24/7 without human intervention.
7. Personalization and Targeting : Businesses can leverage Viber and Telegram to send personalized messages and updates to users, enhancing the customer experience and making communications more relevant and effective.
8. Community Building : These platforms allow businesses to create public groups or channels where they can engage with customers, share updates, and build communities around their brand, fostering customer loyalty.
9. Cross-Platform Availability : Viber and Telegram apps are available on multiple devices and operating systems, providing customers with the flexibility to interact with businesses on their preferred devices.
10. Analytics and Insights : Businesses can utilize analytics tools provided by these platforms to gain insights into message performance, customer engagement, and interaction patterns, helping to tailor services and marketing efforts.

By leveraging these advantages, businesses can effectively use Viber and Telegram to enhance customer service, foster better relationships, and create more engaging and responsive communication channels.