WhatsApp and Viber Integrations for Sales and Support

Customers today expect quick responses — through the channels they already use every day. WhatsApp and Viber are no longer just apps for chatting with friends; they’ve become key tools for communication between businesses and customers. If integrated smartly into your web system, they can increase inquiries, sales, and customer satisfaction.

When a user visits your website, they don’t want to search for an email address or wait for someone to reply to a contact form. One click on a WhatsApp or Viber icon starts the conversation instantly. Fast and accessible communication increases the chances that a visitor becomes a customer.

There are two main types of integration: 1) a simple link (opens a chat with your number), and 2) advanced API integration that enables automated messages, order notifications, and CRM connections. Both approaches can work in parallel depending on your needs and budget.

Example of a simple integration: a button on the website labeled 'Send a message on WhatsApp' leads the user directly into a chat with pre-filled text like 'Hi, I’m interested in product XY.' This reduces the number of abandoned pages and increases the number of initiated conversations.

Advanced integrations use the WhatsApp Business API or Viber API, which allow for automated responses, order confirmations, and personalized messages. For example, a customer sends 'Order #104', and the system automatically returns the delivery status or pickup time.

Such a system can run entirely serverless, using cloud functions that process messages only when they arrive. That means no ongoing hosting costs, while keeping communication secure and fast.

Viber remains extremely popular in Bosnia and Herzegovina, Serbia, and Montenegro, while WhatsApp dominates in Croatia and among international clients. The ideal setup is to offer both channels and let the user choose. On desktop, this can be a floating button in the lower-right corner, while on mobile devices it opens directly in the app.

Integrations can also be extended to support — the user enters an order number, the system recognizes the request, and forwards it to the appropriate department. No more lost messages or forgotten requests, since everything is tracked through a CRM or Google Sheets dashboard.

Benefits of integrating WhatsApp and Viber: 1) faster responses and greater customer trust, 2) direct communication without intermediaries, 3) lower support costs, 4) automation capabilities, and 5) integration with CRM and analytics for better sales tracking.

As an additional feature, you can set up automatic out-of-office messages. For example: 'Thanks for your message! Our team is available from 8:00 to 16:00 and will get back to you as soon as possible.' This leaves a professional impression and reduces user frustration.

Analytics from WhatsApp and Viber reveal valuable insights: how many messages you receive daily, average conversation duration, and how many lead to sales. These data points can be combined with web analytics and CRM metrics to provide a complete picture of campaign performance.

For small businesses, this is the fastest way to become digitally accessible without complex systems. Instead of investing in a call center, simply link your existing contacts on the website and allow customers to reach you instantly via their preferred channel.

KOD integrations include: adding WhatsApp and Viber icons to websites, automatic message sending upon order submission, conversion tracking scripts, and CRM connectivity. The solution is simple, scalable, and tailored to the local market.

Conclusion: communication is the key to trust. When a user can contact you in a second, you increase your chances of making a sale, solving a problem, and keeping the customer. WhatsApp and Viber are your new sales representatives — available 24/7.