Telegram chatbot vs. Viber chatbot: what to choose for business?

A chatbot is a tool that has changed the work formats of the business environment in general and business communication in particular. Today, it is more than just a trend. If you prefer to work “as before”, it will eventually affect your image and profitability. After all, the typical reaction of the modern consumer is simple: “Didn’t reply right now? Goodbye!”.

If you feel that it’s time to “hire” a chatbot, there are two ways: to create everything from scratch or to integrate one or more messengers into your project. The second option is simpler and cheaper. We talk about it in detail in the article “Chatbots for Messengers: Which to Choose for Your Business?”.

Briefly: each of the virtual consultants has its advantages, investments pay off on average in 2–3 months, and if we are talking about a highly multi-tasking solution—in half a year.

Comparison of Telegram and Viber for Business

The first question that both stores and individual entrepreneurs face is not “what do I want from the bot”, but “which bot should I choose”, as the eternal messenger competitors, Telegram and Viber, are almost equal in this area.

• Popularity. Viber is installed on over 97% of smartphones of Ukrainians and is more often used for personal communication. Telegram lags behind it in terms of overall coverage—it is used by 81% of people, which is also a lot. People come here primarily for urgent news.
• Audience. Both messengers have proven themselves well in both the B2C and B2B segments. A few years ago, there was a division that Telegram was more often installed by young people, and Viber was the favorite messenger of the older generation. However, this difference is not as obvious now: people grow up.
• Functionality. Both messengers perform identical tasks, such as answering typical questions and processing orders. Both can also consult on product selection and sell it—accept payments, inform about delivery, etc.

Among the differences, we note that Telegram, which was created based on ChatGPT, can work with more flexible scenarios. This ensures greater audience engagement. Viber bots are ideal for mass texting—a platform is provided here for sending up to 10,000 messages per month with an Alpha name, images, buttons, etc.

Use cases of chatbots for different business sectors

Online stores

Chatbots are respected by many stores, from multimarkets with millions of daily visitors to modest shops.

Small businesses often use chatbots for basic purposes, namely, for quick sales of goods with minimal manager involvement. To attract consumers’ attention, a sale or promotion is arranged—although in fact, prices may remain at regular levels.

However, if projects are aimed at long-term work and development, they will take care of automating a number of marketing processes related not only to customer service but also to the collection of analytical information.

For example, METRO Cash & Carry launched a chatbot in Viber back in 2021, and in the first period, about 600 thousand network customers joined it. It’s easy to assume how much useful information about consumer trends this market receives every month.

For example, METRO Cash & Carry launched a chatbot in Viber back in 2021, and in the first period, about 600 thousand network customers joined it. It’s easy to assume how much useful information about consumer trends this market receives every month.

Service companies

A number of insurance organizations seek to automate customer service and reduce the load on operators. For example, Kniazha VIG provides services in three messengers—Viber, Telegram, WhatsApp. There, information about insurance policies is provided, applications are processed, and people receive primary consultations. This significantly speeds up service and, accordingly, affects customer satisfaction.

Another example is car services, where chatbots help quickly resolve simple issues like “why aren’t the wipers working?”. The chatbot will also calculate the cost of a particular service and easily schedule a planned or unplanned maintenance.

Education and events sector

Modern teenagers cannot imagine their lives without messengers. It was easier not to fight it but to direct the habit’s energy in the right direction. Thus, dialogue chatbots are used for learning and even preparing high school students for state exams.

Among the most famous educational bots is Baba Katrya, which helps to understand accents. You can fill in the gaps in knowledge before one of the main exams in the Ukrainian Language bot. There is also a bot for learning English that adapts to the student’s level.

Among the most famous educational bots is Baba Katrya, which helps to understand accents. You can fill in the gaps in knowledge before one of the main exams in the Ukrainian Language bot. There is also a bot for learning English, that adapts to the student’s level.

Online schools and lecture halls also do not ignore bots. With their help, access to the schedule of classes is provided, students are informed about mass events, and most importantly—access to educational materials is granted.

Conclusions and recommendations

Both chatbot platforms are effective, i.e., they perform the tasks assigned to them well. Which one to prefer will depend on the specifics of the project and the tasks that the chatbot should “cover”.

A general recommendation might be, “if you need more interactivity, Telegram is more suitable,” but all factors should be considered. It happened that customers initially oriented towards this messenger ultimately chose Viber, and the matter was definitely not about the price.

SMS Club can develop a chatbot of any complexity and, if necessary, provide its technical support, although, based on experience, such a need arises very rarely.

SMS Club can develop a chatbot of any complexity and, if necessary, provide its technical support, although, based on experience, such a need arises very rarely.