It is projected that by 2022, around 3 billion users will choose to access OTT messaging apps for communication. WhatsApp, Viber, and Telegram are growing popular not just for personal communication but for business engagement as well. More and more people are willing to leverage these messaging platforms to build a direct relationship with their customers. Consumer expectations have evolved with time and customers today prefer to engage with brands that customize and communicate according to their interests. About 72% of consumers engage with marketing and promotional messages from brands that fit their needs. 71% expect real-time responses from brands to communicate in real-time. One such OTT messaging platform, Viber is garnering attention from all around the world, especially in the Middle East, North African, and Bangladesh markets with its Business Messaging features. However, before diving into an understanding of its effectiveness in delivering enhanced customer support; let’s look into the OTT messaging landscape in these emerging territories. OTT messaging has its own advantage. These messaging platforms have features enabling real-time personalized communication helping businesses to reach where their customers are. Recently we have conducted a survey that establishes why OTT messaging is the next best thing for improving customer support. The results say it all:Viber Business Messages offer full-service communications with chatbot capabilities as well as a safe and secure communication experience for any business looking to communicate with clients and staff. Especially, at a time when Slack and Facebook Workplace have shown that there is a tremendous market opportunity in disrupting emails and making enterprise intra-communication more effective than before, Viber Business Messages have shown a steep rise in creating better business opportunities across these regions. Given the growth in smartphone adoption and engagement, it is not unusual to see people using these OTT messaging apps to schedule work meetings, speak to potential leads or clients manage investments, and beyond.With over 1 billion users worldwide, Viber has a growing global presence. Businesses can leverage the global reach of the platform to amplify their communication. Being a consumer-first platform, it has the potential and tools to attract a larger audience in an impactful way. While the platform targets messages with high еffісіеnсу, it also effectively trасks, monitors, and іmрrоvеs communication as well as аѕ uѕеr іntеrасtіоn. When combined with an omni-channel using a unified API, the Viber potential is magnified. The platform offers comprehensive support through SMS and chat. Automated failover, detailed delivery reports, actionable insights, and scheduled sending aligned with the respective time zones.