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<Video
url="https://www.youtube.com/embed/EIJprgPrjb0?si=lmONBhzOQK8Uzwut"
/>

Viber is a convenient platform for engaging with users, allowing you to create personalized messages, conduct surveys, and provide real-time support.

With Viber, you can increase customer loyalty to your company and improve conversion rates. 

In this article, we’ll explore how to communicate with users through Viber messaging while staying within the guidelines.

## How popular is Viber now? 

Rakuten Viber is the messenger’s full name, as Viber was acquired by Rakuten in 2014.

Viber is one of the most effective and accessible marketing channels. You have the chance to reach a vast audience and increase brand awareness. [**According to Viber**](https://www.forbusiness.viber.com/en/messaging-solutions/), 90% of users want to message brands, and 53% typically buy from companies they can easily reach via messenger.


## Why use messaging apps for campaigns

Modern people live in messaging apps. These aren’t just communication tools; they are entire worlds where people chat, work, and entertain themselves. As a result, messages in chat apps are noticed much more often than, for example, emails.

This type of interaction helps build closer relationships with customers. The ability to use different formats — from text to video — makes communication with readers even more engaging. This way, users feel special and are more likely to become repeat customers.

## How to send messages via Viber 

Standard free messages [**are limited to 50 contacts per day**](https://help.viber.com/hc/en-us/articles/9423180947869-Chat-knowledge-base). Exceeding this limit will result in a block.

For bulk messaging, external CRM and CDP platforms are used — such as [**Altcraft**](https://altcraft.com/en/features/cdp).

By integrating Viber into the Altcraft CDP platform, you can expand the range of channels used and automate messaging in this app. You can also send personalized messages, set up scenarios, segment audiences, and access detailed statistics and analytics for your Viber campaigns.

<Note>
What results can be achieved with Viber messaging? Read [**the case study**](https://altcraft.com/blog/how-bnb-bank-increased-transaction-activity-case) of BNB Bank.
</Note>

## What are the advantages of Viber messaging

Viber messaging is a convenient tool for notifying customers about new products or services, conducting promotions, sending holiday greetings, and much more.

### The main benefits of Viber messaging:

**Cost-effective bulk messaging.** You can send messages to thousands of subscribers at once, with the price per message often lower than [**SMS**](https://altcraft.com/blog/sms-marketing). Costs are set by the provider; some services add extra charges, but with Altcraft Platform, [**you can send**](https://guides.altcraft.com/en/user-guide/communication-channels/76808933/) Viber messages without additional expenses.

**High open rate** (up to 97%). Your content will be noticed and appreciated, building deeper audience connections and increasing loyalty.

**Personalization.** Each recipient can receive a personalized message with their name or other personal details, and dynamic content can be pulled in from external sources.

**High conversion rate**, reaching over 50% depending on the campaign type and [**target audience**](https://altcraft.com/glossary/target-audience-why-to-define-it-how-to-classify-and-segment-it).

**Variety of formats.** You can use text, images, and video. Choose message types like transactional (e.g., delivery tracking, receipt notifications) or promotional (e.g., discount coupons, product updates, [**reactivation**](https://altcraft.com/blog/how-to-reactivate-inactive-email-subscribers)).

**Rapid reading time for delivered messages** (within 3 minutes). Viber processes [**over 70 million interactions**](https://www.forbusiness.viber.com/en/) every hour.

**Editable templates.** Templates can include user name, loyalty card number, order amount, etc. On Altcraft Platform, templates vary by provider and include text with button, text, image, video, video with text, and file.

**Attachments and additional elements.** Add images, GIFs, stickers, and call-to-action buttons to boost campaign effectiveness. Messages stand out more compared to basic SMS, which is limited to 70 characters and lacks additional options. In Viber, each message can be up to 1,000 characters.

<Img
img="/uploads/viber_obsheniye_dcaa819d59.png"
alt="Example of a video message in Viber"
src="Example of a video message in Viber"
/>


**You are trusted.** You send messages from an official verified account. Messages from verified accounts (with a blue checkmark) are stored in a separate folder pinned to the top of the screen. Additionally, conversations in Viber are securely protected with [**end-to-end encryption**](https://www.viber.com/en/security/). Messages are not stored on servers, and files are encrypted directly on the user’s device.

<Img
img="/uploads/viber_chats_d37e80c8a3.png"
alt="Verified accounts in Viber"
src="Verified accounts in Viber"
/>

**Segmentation is possible.** By using the Altcraft Platform, you can group your subscribers by interests and behaviors to create more targeted marketing campaigns. Instead of mindlessly sending a message to everyone, you select the audience segment most likely to be interested in your offer. For example, you can segment readers by gender, age, and purchase history.

**Detailed analytics are available.** In Altcraft CDP, you receive a report on your campaigns, including link and content CTR, unique link clicks, reads and unique reads, unsubscribes, and more.

**Campaigns can be automated.** Altcraft makes it easy to set up recurring campaigns—messages will be sent automatically on specified dates.

## What can and cannot be sent 

Viber may consider your actions as spam if you:

- share messages with suspicious links; 

- send messages to users who have blocked you; 

- send identical messages to many users; 

- send promotional messages without prior consent from recipients.

Here are some tips for creating effective Viber campaigns:

**Send valuable content.** When someone subscribes to a brand, they likely expect to receive something valuable in return, such as discounts, coupons, subscription reminders, updates on new arrivals, or last-minute travel deals. Viber can be used for [**cross-selling**](https://altcraft.com/blog/what-is-cross-selling), such as suggesting an additional product (e.g., a phone case for a smartphone). The first message should be informational rather than promotional to avoid unsubscriptions.

**Don’t overuse emojis.** Yes, emojis grab attention (as do ALL CAPS), but using too many can come off as overwhelming and may create a negative impression. If you use emojis, like to separate paragraphs, try to stick to a single color to align with your brand style. Additionally, check that your emojis are supported on all smartphones.

<Note>
Important! Emoji codes are required for use. You can find the full list of codes [**here**](http://emoji.digital/viber/).
</Note>

**Personalize.** Include the customer’s name and other personal information. [**80% of people**](http://ecommercebonsai.com/personalization-statistics) prefer to shop with companies that provide a personalized approach.

<Img
img="/uploads/viber_rassilki_83e850be4d.png"
alt="Example of personalization in Viber"
src="Example of personalization in Viber"
/>

**Make the text easy to read.** Break it up into paragraphs and highlight important points using emojis.

**Send messages at the right time.** Consider the content’s topic and target audience. For example, a message from a bar early on a Monday morning may not be well-received.

**Use calls to action.** If you want the customer to use a discount, make a purchase, or place an order, include a clear call to action. “Hello, we have a discount on TVs. Goodbye” likely won’t yield great results. However, “Hello, we have a sale on TVs. Use promo code TV666 by midnight to get 45% off!” provides a call to action, urgency, and specific numbers. This kind of message may be more effective.

## Conclusion

Viber messaging is an effective way to engage directly with your audience. Sending mass messages via Viber without violating the rules is possible only through official partners.

With high open rates and personalization, you can increase customer engagement and achieve your marketing goals.

Using Altcraft Platform, you can send Viber messages without additional costs per message, set up communication scenarios, combine Viber with other channels (such as email and SMS) in one dashboard, segment audiences, target specific groups, and gain detailed analytics.

Viber messaging via Altcraft allows cost-effective, rule-compliant audience engagement with high open rates, personalization, and detailed analytics.

viber-messaging.png

About how Viber Messaging through Altcraft delivers a cost-effective and consistent audience experience with high engagement, personalization and detailed analytics.

Viber as a Means of Communication with the Customers

Viber Messaging as a Tool for Successful Customer Interaction 

<Video
url="https://www.youtube.com/embed/P8Yl3MRU9jw?si=IsgIx8wRVL4GRYfT" 
/>

Each year, consumer expectations for a high level of service continue to grow. The fact is that today, the customer doesn’t just want a convenient product at a good price; they want a full package of services. And every interaction with a brand can lead to either a positive experience or the opposite. That is why maintaining positive customer emotions carries special importance.

In this article, we will discuss what customer experience is, the role it plays in business, and what tools can be used to ensure that customer experience works for the benefit of your company rather than against it.

## What is CX and what role it plays for businesses

**Customer experience (CX)** is the result of all interactions a customer has with a brand. CX is a term that includes everything: from product or service quality to the customer orientation of the sales department and the ease of navigation on the website. It is CX that creates opportunities for successful relationships with customers.

The importance of CX in business cannot be overstated. According to the results of the [**CX Index survey**](https://cxindex.com/company/blog/20-statistics-to-understand-the-rise-and-value-of-cx/), 90% of companies (regardless of the business segment they are in) reported that managing customer experience positively impacts their profits. At the same time, 67% of consumers openly state that they expect a high level of customer orientation from companies, as people are willing to pay more for special treatment.

Today, many brands in the market are striving to do everything to keep the customer satisfied. Brands are delving into the study of customer experience, researching the causes of customer churn, as well as what motivates consumers to recommend a company to friends. They collect data through various channels and use the information to improve the quality of products or services, implementing new technologies that simplify the customer's life.

<Img
img="/uploads/cs_pattern_f74c937f03.png"
alt="Customer experience pattern"
/>

## The role of digital strategies in improving CX

Digital transformation is a key element of any company’s strategy. At its core lies a single task: ensuring quality interaction with customers in a rapidly changing world. *For example, the introduction of new robotic call centers, where [**chatbots**](https://altcraft.com/blog/the-benefits-of-chatbots-for-businesses) communicate with customers.*

Through the application and development of a digital strategy, all business processes become more efficient. Consumers want to receive information for decision-making here and now. And if, for example, they want to learn more about a particular product, but the company requires a series of long actions before providing the information, this will turn many away. After all, everyone values convenience.

Digital transformation makes it easier for companies to interact with customers at all stages of the customer lifecycle, thus creating a seamless customer experience. *For example, in the past, people had to spend a lot of time waiting in lines at stores. Today, we have largely shifted to online orders and delivery services. There’s no need to travel across the city to purchase a product, as it can be delivered from another area, and as a bonus, customers may receive a discount or loyalty points.*

Investments in technological solutions such as AI and ML are essential for developing strategies to improve CX. These technologies not only enable the efficient collection and analysis of large volumes of data, but they also provide personalized and relevant offers for each customer.

## The impact of CX on loyalty and retention

There is an important rule: to retain a customer and increase their loyalty, provide them with a positive experience when interacting with the company. These elements are interconnected. Research shows that 8.6% of consumers are willing to pay more for good customer service. As a result, more and more companies are choosing to invest in CX not only to retain customers but also to increase sales volumes and enhance satisfaction levels.


### CX affects the following aspects of perception:


<Table>
| Kind | Description |
| ------ | ------ |
| Emotions | When a customer has a positive experience with a brand, there is a connection on an emotional level. |
| Confidence in the choice | People will stay with a brand longer if they have faith in its ability to meet expectations. |
| The value of the service | If the buyers get more than they expect, often they see the commodity or service great value. |
</Table>

### How to increase loyalty
<Table>
| Factor | Description |
| ------ | ------ |
| [**Personalization**](https://altcraft.com/glossary/personalization-what-it-is-and-why-personalized-marketing-matters) | Customizing events according to customer preferences and actions can greatly increase customer satisfaction. Being attentive to desires can help create a unique experience. |
| Uniformity across all channels | Providing the same level of service across all touchpoints improves the customer experience and keeps them coming back. |
| Staff training | Employee, working directly with client, significant impact on their impression. Providing employees with training and opportunities to make customer-centric decisions will increase customer loyalty. |
| [**Feedback**](https://altcraft.com/glossary/feedback-what-it-is-benefits-strategy-of-providing-it) | Creating a channel for feedback and taking appropriate action demonstrates that the company values customer feedback and is committed to improvement. |
| Technology integration | The use of robotic technology or AI simplifies customer interactions and enables the delivery of fast and quality service. |
</Table>


### What helps retain customers
<Table>
| Factor | Description |
| ------ | ------ |
| Closed communities | The point is inaccessibility for everyone. Members are offered special conditions, promotions and discounts so attractive that it makes no sense to look for alternatives. In the digital environment, these can be closed chats or groups where insider information is published for a fee. |
| Bonus program | Customers who are already with you will not miss the opportunity to buy goods at a favorable price or get a bonus. In the same way you can transfer a new customer into the category of regular customers. |
| Certificates, coupons, special offers | In 8 out of 10 cases, giving a bonus leads to a repeat purchase. |
| Contests/raffles | Participating in raffles and receiving a prize is likely to leave a pleasant memory with the client. |
</Table>


It is important to leave a positive impression after interacting with a customer. For a customer to want to return, they should have pleasant memories of the purchase process and their emotions. To achieve this, it is necessary to maintain contact with the customer, thank them for choosing your brand, and show that they can always rely on it. This could involve helping to solve any issues they encounter or providing educational resources. Such an approach will undoubtedly turn the customer into a loyal one.


## Steps to improve customer experience in business

### 1. Personalization of each experience


Companies across various sectors are putting personalization at the center of their business strategies. The level has been reached where competitive advantage arises from the ability to collect, analyze, and use large volumes of personalized customer data, employing AI to understand, shape, adapt, and optimize the customer journey.


Digital solutions are becoming a necessity not only for traditional marketing but also for many other areas. The best results are shown by companies that have integrated these capabilities into their business model.


Personalizing the entire customer interaction process requires the coordinated work of all communication channels. Key tasks can be effectively addressed through automation and AI-based analytics.


Modern digital technologies open up new opportunities for users to interact with brands. Systems that track geolocation and allow payments with the swipe of a finger literally blur the lines between stages: the pre-sale period, the purchase process, and post-sale service. These technologies enable a rethinking of digital customer experience, which, in turn, helps brands create value for customers and increase their engagement.


*For example, Starbucks actively uses geolocation to attract customers who haven’t visited the café for a while. When they are nearby, they are shown advertisements for new seasonal drinks. A personalized offer in the app encourages them to visit the café or use the convenient mobile order and payment feature.*


For companies that lack the necessary resources or technical infrastructure, the optimal solution is creating a [**CJM**](https://altcraft.com/glossary/customer-journey-map-how-to-create-one-and-why-its-needed), where each decision is tied to a specific moment of interaction with a particular customer.


### 2. Quality of service at every stage

Before developing strategies to improve service quality, it is important to conduct a detailed analysis of current interactions. Establishing KPIs (Key Performance Indicators), such as response time to customer inquiries, loyalty levels, and others, will help identify problem areas and set priorities for future development.


Next comes the **development of specific actions** to address the identified shortcomings. It is essential not only to address weak points but also to strengthen the aspects that are already performing well.


Activities to improve customer service quality include:

**1. Training and motivating staff** 

**2. Optimizing service processes using technology**

This includes:

- **Automating everyday tasks**. This allows employees to focus on more complex inquiries and personal interactions with customers. 

- **Automating feedback collection.** By analyzing feedback, companies can identify both the weak and strong points of their products and processes, determine why customers leave, build trust by showing attention, and enhance their reputation by addressing negative reviews. If a company collects feedback **on its own initiative**, this is usually done through surveys (via [**email newsletters**](https://altcraft.com/blog/how-to-reach-customers-via-email-campaign), on the website, or social media). If **it’s initiated by the customer**, the work is situational. This could involve systematizing reviews to address issues or responding to positive feedback to build loyalty. Based on the collected information, satisfaction and loyalty metrics are calculated. Analyzing these metrics and their changes helps optimize business processes and make strategically important decisions. 

- **Analytics** is used to identify customer trends and preferences. This helps in accurately forecasting marketing campaigns and developing new products. 

**3. Loyalty programs**

### 3. Analytics for improving CX

**Analytical systems in customer service** are tools for analysis, such as business intelligence, real-time analytics, [**predictive analytics**](https://altcraft.com/blog/predictive-analytics-what-it-is-and-how-it-works), and others, which are applied in the processes of providing service to company customers.

These systems allow the transformation of disparate data from various sources into tools that help meet the growing needs of customers. Such systems include CRM systems, customer data platforms, speech analytics systems, social media, and ERP systems.

<Note>
*46% of organizations that use analytical systems in customer service are satisfied with having the functionality that allows them to make effective decisions based on detailed data analysis.* </Note>

## Tools for automation and personalization

There are numerous tools that help marketers increase the efficiency of advertising campaigns:

- **CRM systems.** These are responsible for managing contacts and leads, automating sales and marketing campaigns, data analysis and reporting, and improving communication processes within the team. 

- **Email marketing automation services.** Such services allow marketers to create, send, and track emails with minimal effort. 

- **Tools for in-depth analytics and reporting.** Typically, these tools aggregate data from various sources and provide a complete view of the customer’s interaction with the business throughout the entire journey — from the first contact to the purchase.
However, all of the above-mentioned services are often inflexible, especially when an omnichannel approach is involved. Their productivity in building a 360-degree customer profile is particularly evident when it’s necessary to gather information from multiple sources: websites, social media, messengers, email, loyalty programs, and customer support.

All this data then needs to be filtered and stored in one place so that every department of the company or software tool can instantly access it without involving analysts. This is where [**CDP**](https://altcraft.com/en) comes in.

A **Customer Data Platform (CDP)** is a marketing automation tool that helps companies effectively collect, store, and analyze customer information. In today's world, where data plays a critical role in developing business digital strategies, CDP is becoming the key to increasing customer loyalty.

Thanks to CDP, businesses get a unified view of each consumer and can create personalized communication and sales strategies.

<Img
img="/uploads/voronka_prodaj_44eca901dd.png"
alt="Sales funnel"
/>

### Key advantages of CDP:

1. Unification of data from various sources into a single profile, which allows companies to gain a more complete understanding of their customers, their preferences, behavior, and interaction history with the brand. 
2. Deep data analysis enables companies to effectively build a customer experience strategy, make personalized offers, and improve the quality of customer experience. Built-in analytics quickly processes large amounts of information, instantly generating and displaying reports. 
3. CDP helps create consistent and high-quality interactions with customers across different communication channels. As a result, customers receive a high level of service, regardless of which channel they use to interact with the brand.


## How to improve CX using a customer data platform

Knowing the tools is good, but being able to use their full functionality is much better.

Next, let's look at several strategies for improving the customer experience using the [**CDP Altcraft Platform**](https://altcraft.com/en/features/cdp) as an example.

In today's world, the more personalized the content for the customer, the better. No fisherman would be happy to receive a newsletter with snowboarder gear recommendations, and vice versa. Therefore, [**segmentation**](https://altcraft.com/help-center/manage-customer-database/database-segmentation-for-email-newslettering) is a crucial element of every marketing campaign. Instead of making the same offer to all customers, it’s better to focus your efforts on those who actually need your product.

In the Altcraft platform, within the segmentation section, using a tracking pixel (this is an HTML or JavaScript code placed on website pages to track user behavior), you can identify certain users who have made purchases totaling over 5,000 rubles in the past month. These customers can then be rewarded with bonuses, for example, by sending them a promo code for their next purchase.

<Img
img="/uploads/segmentation_e3bc5c2daf.png"
alt="Example of conditions for segmentation in Altcraft Platform"
src="Example of conditions for segmentation in Altcraft Platform"
/>

The second example in CX improvement strategies can be the [**use of an omnichannel approach**](https://altcraft.com/en/features/omni-channel-marketing). For instance, the abandoned cart scenario.

Let’s consider a situation where a product was added to the cart, but after 24 hours, the purchase has still not been completed. The customer receives an email reminder that the product is still in the cart. If the email is not opened, a push notification is sent to the mobile app where the order was placed two days later. After the purchase is completed, the customer receives an email with a thank you message, information about the bonus points earned for the order, and a promo code for their next purchase.

<Img
img="/uploads/abandoned_basket_scenarios_752e0db128.png"
alt="Example of an abandoned cart scenario in Altcraft Platform"
src="Example of an abandoned cart scenario in Altcraft Platform"
/>

## Summary

CX is the complete cycle of a company’s interaction with a customer, including the impressions and feelings after a purchase or service is provided. The importance of customer experience grows each year, and there is always room for improvement in this area.

In a highly competitive business environment, ensuring a positive customer experience is crucial. More and more companies are increasing their investments in CX to retain customers and boost sales. By making the customer the top priority, long-term and strong relationships can be built.

To ensure that all processes run quickly and smoothly, automation is necessary, as new digital capabilities create new ways for users to interact with brands. Modern marketing automation tools help companies create a 360-degree customer profile, analyze and systematize collected data, and develop strategies to improve the customer experience.

CX is vital for building lasting relationships. Automation and digital tools enhance customer experience by personalizing and streamlining interactions.

customer-experience.png

About what customer experience is, the role it plays in business, and what tools can be used to ensure that customer experience works for the benefit of your company rather than against it.

Client Experience in Digital Strategies: Tips for Marketers

Customer Experience in Digital Strategies: Tips for Marketers

<Video
url="https://www.youtube.com/embed/JDtd8tSmhbU?si=apTKTVnZxMrAoxrY" 
/>

WhatsApp*, with its billions of daily active users, has become an integral part of our daily lives. While WhatsApp is great for personal communication, businesses can also use it to reach out to their customers.

This article explains how to use WhatsApp for marketing and why it's a valuable tool for businesses.

<Img
img="/uploads/messaging_marketing_864abf3a46.png"
alt="Messaging Marketing"
src="Source: business.whatsapp.com"
/>

##How Popular is WhatsApp? 

WhatsApp has solidified its position as a global communication platform. WhatsApp [**boasts a huge user base**](https://backlinko.com/whatsapp-users) worldwide. In the United States, WhatsApp has garnered a significant following, with 64 million users actively engaging with the app each month.

The app's popularity is evident in its staggering daily usage statistics. More than 500 million messages are exchanged on WhatsApp every day, highlighting its role as a primary means of communication for millions of people. 

##Why Using WhatsApp for Marketing is a Good Idea 

WhatsApp, with its huge user base and high engagement rates, offers businesses a great way to connect with their customers in a personal way. As one of the world's most popular messaging apps, WhatsApp offers a unique platform for direct communication that can foster strong relationships and drive customer loyalty.

<Note>
What is customer loyalty and how to boost it? Check out our article: “[**Customer Loyalty: What Is It and How to Calculate It**](https://altcraft.com/blog/customer-loyalty)”
</Note>

While Facebook Business Manager provides fundamental features for WhatsApp messaging campaigns, integrating with customer data platforms (CDPs) like [**Altcraft**](https://altcraft.com/) can significantly enhance your ability to provide outstanding customer experiences.

**Key Benefits of WhatsApp marketing:**

- [**Personalized Communication**](https://altcraft.com/features/personalization): Each recipient gets a personalized message that includes their name and other relevant details. This personalized approach can create a sense of trust and connection. 

- **High Engagement Rates**: With an impressive open rate of [**98%**](https://business.whatsapp.com/blog/use-whatsapp-business-goals), such messages are more likely to be read and responded to than other channels (for example, emails have an open rate of 20%). Additionally, click-through and conversion rates for WhatsApp messages are reported to be [**50%**](https://business.whatsapp.com/blog/marketing-messaging-quick-guide). This high engagement rate reflects the willingness of subscribers to actively participate in conversations, making it an ideal platform for building relationships and driving conversions.

- **Real-Time Updates**: WhatsApp provides a convenient way to inform your clients about important updates, such as upcoming events, order statuses, or promotions. This timely communication can enhance customer satisfaction and loyalty.

- **Global Reach**: WhatsApp's vast user base spans across the globe, making it an effective tool for reaching a diverse audience. Businesses can leverage WhatsApp to connect with customers in different regions.

- **Cost-Effectiveness**: Sending WhatsApp messages is generally more affordable than other marketing methods, making it a budget-friendly option for businesses. _Please note that_ [**_Altcraft_**](https://altcraft.com/) _does not charge additional fees for integrating with the WhatsApp Business API or for sending messages through the platform._ However, you will be responsible for paying the fees associated with your chosen provider. Additionally, WhatsApp itself may impose charges for sending messages, which will be billed separately.

- **Freshness**: WhatsApp marketing is relatively new compared to traditional channels like email, SMS, and push notifications. This presents an opportunity to [**stand out from competitors**](https://altcraft.com/blog/competitive-analysis) who may not have embraced WhatsApp yet. It's a promising channel for reaching mobile-first customers and potentially gaining a competitive advantage.

By effectively utilizing WhatsApp marketing solutions, businesses can create a more personalized and engaging customer experience, leading to increased brand loyalty, customer satisfaction, and ultimately, business growth.

##WhatsApp Messaging with Altcraft: How It Works 

To leverage the power of WhatsApp for bulk messaging, you'll need to establish a connection with the WhatsApp Business API. In Altcraft Platform, this can be achieved through reputable providers. 

To get started, register an account with your chosen provider. You'll be required to provide a phone number and a verified Facebook Business Manager account. You can find more information about WhatsApp API and how to start sending WhatsApp messages in the [**guide**](https://guides.altcraft.com/en/user-guide/communication-channels/76808932/).

By using this channel, you can:

- **Send personalized messages** directly to your subscribers within the app. For example, you can send tailored welcome messages, exclusive offers, and birthday greetings. This personalized approach helps to foster stronger customer engagement, as over [**70%**](https://www.forbes.com/sites/blakemorgan/2020/02/18/50-stats-showing-the-power-of-personalization/) of consumers say that being treated like a person is very important to them.


<Img
img="/uploads/personalized_message_example_8e2eb72086.png"
alt="Personalized message example"
src="A personalized message example. Source: business.whatsapp.com"
/>

- **Segment your** [**audience**](https://altcraft.com/glossary/target-audience-why-to-define-it-how-to-classify-and-segment-it) based on their behavior and preferences. You can target specific subscribers based on their gender, age, location, or interests. For example, if you're promoting a student bank card, you can tailor your message to individuals aged 18 to 23.

- **Set up scenarios**. Scenarios are automated workflows that guide customers through specific marketing sequences. They are invaluable tools for nurturing customer loyalty, influencing behavior within defined timeframes, and creating interactive, engaging marketing experiences. Common use cases include welcome sequences, abandoned cart recovery, reactivation campaigns, cross-selling, and more.

- **Gather valuable statistics** and analyze customer data to optimize your campaigns. You'll receive detailed analytics on your WhatsApp messaging campaigns, including the number of messages sent, delivered, and undelivered, as well as the number of new subscribers. For easier analysis, you can select a pre-defined set of metrics to track.

- **Use templates**. A template is a pre-designed message with placeholders for variable information. These variables can be customized before each campaign without requiring Facebook's approval. To create a template, you'll need to use your provider's account. In Altcraft Platform, you can add text to the variables, set up buttons, and include media files. Templates created in your provider's personal account must undergo verification by Facebook. Altcraft campaigns can only utilize templates that have received Facebook's approval.


##How to Make the Most of Marketing Through WhatsApp 

Explore these strategies for leveraging WhatsApp in your marketing campaigns:

- **Greet new visitors and encourage them to make their first purchase on WhatsApp.** This helps confirm their interest, establishes a positive relationship, and guides them towards the next actions. Consider offering a discount on their first offer as an incentive to become a customer.

- **Use WhatsApp to remind customers about items they left in their carts.** Many people forget to complete their purchases online, but WhatsApp's high open and conversion rates make it a powerful tool for addressing this issue. You can also send reminders about products that customers have shown interest in, such as when items are back in stock.

<Note>
Find out why users abandon their carts and see how to reduce cart abandonment rate — check out [**this article**](https://altcraft.com/blog/how-to-reduce-cart-abandonment-rate). 
</Note>

- **Showcase your latest products.** Send a mass message to promote your latest offerings or give your most loyal clients an exclusive preview before sharing it with everyone else. You can also promote items with exclusive discounts. Be sure to highlight the original price, the discounted price, and the time-sensitive nature of the offer to encourage purchases. Don't hesitate to include [**calls to action (CTAs)**](https://altcraft.com/blog/what-is-cta), such as "Shop now!" or "Claim your discount now.”

<Img
img="/uploads/example_chat_whatsapp_71c55d2f6c.png"
alt="Send a mass message to promote your latest offerings"
src="Source: business.whatsapp.com"
/>

- **Keep customers informed about their orders.** This helps meet their expectations and reduce customer service inquiries. Send confirmation messages when their orders are successful and provide updates when items are shipped from your warehouse.

- **Offer special discounts for birthdays or anniversaries.** This is a great way to surprise clients and show your appreciation.

<Img
img="/uploads/discounts_for_birthdays_in_chat_3f15221681.png"
alt="Offer special discounts"
src="Source: business.whatsapp.com"
/>

- **Send reminders about upcoming appointments.** This can help customers stay organized and avoid missing important events. It's an effective way to enhance customer satisfaction without attempting to sell anything.

##Conclusion 

WhatsApp is an effective tool for communicating directly with your customers. Its high open rates and tailored messages help increase engagement and support your marketing objectives.

With Altcraft Platform, you can leverage WhatsApp automation and marketing using WhatsApp to send messages without extra costs. Segment your audience, personalize your content, and gain valuable insights through in-depth analytics to optimize your campaigns.

*
*_WhatsApp (a product of Meta, which is recognized as an extremist organization in Russia)_

WhatsApp is a powerful tool to increase engagement in marketing companies. In the article we will look the application strategies and how to work with WhatsApp through the Altcraft Platform.

using-whatsapp-for-marketing.png

About how to use WhatsApp for marketing and why it's a valuable tool for businesses.

How to Use WhatsApp for Successful Marketing

Using WhatsApp for Marketing: A Key to Successful Customer Engagement

<Video
url="https://www.youtube.com/embed/UnvoNlonatQ?si=j4TRIkCmoXiq03IE" 
/>

Messaging apps, social media, push notifications, and other communication channels are gradually replacing the once-popular SMS format that has been around since the 1990s. Both personal and business conversations have long migrated to platforms like Telegram, WhatsApp, and others, where there’s no need to pay for every message sent.

Additionally, SMS cannot deliver media files or voice messages, which have become an integral part of online communication culture. This is why SMS is losing ground to other formats, though it is still used in marketing campaigns.

However, SMS technology is not disappearing; it is evolving into a more advanced form — RCS.

In this article, we will explain how Rich Communication Services (RCS) messaging works, its advantages and disadvantages, and the unique features and future of this type of online communication.

## What is RCS?

RCS is an advanced messaging standard that combines the functions of SMS and [**messaging apps**](https://altcraft.com/blog/messenger-marketing). In addition to text, RCS messages can include media files, share locations, and even create group chats. They also allow the addition of buttons and other interactive elements to facilitate quick communication without the need to switch to external platforms. Sending RCS messages is essentially like sending SMS over the internet, but with the added capabilities of modern messaging apps.


The new standard was introduced back in 2008. The switch to a different protocol was necessary to gradually replace [**SMS**](https://altcraft.com/blog/sms-marketing). The first RCS messages were sent in 2012, but the implementation and widespread adoption of this format have been slow and are still ongoing. This slow rollout is due to the complexity of integrating data from different mobile carriers. If a mobile network doesn’t support the standard, the smartphone won’t be able to receive messages from other users, as RCS chats will not be available on that device.

<Img
img="/uploads/differences_of_rcs_and_sms_57f1f1ac20.jpg"
alt="Differences between RCS and SMS"
src="Source: MessageDesk"
/>

Despite these challenges, Google continues to support the idea of promoting an alternative to SMS in order to compete with messaging apps and Apple’s iMessage technology.

According to Google, RCS chat is now possible between iPhone and Android devices. However, end-to-end encryption, which ensures full data privacy, [**is not yet available**](https://www.cnet.com/tech/services-and-software/ios-18-what-you-need-to-know-about-rcs-messaging-on-your-iphone/) when sending messages between the two systems. This raises concerns among users.

## RCS vs SMS: what’s the difference?

RCS service is the successor to SMS, but there are important differences between the two formats.

<Table>
| | SMS | RCS |
| ------ | ------ | ------ |
| **Content type** | Text (up to 160 characters), emoji, links. | Text (up to 8000 characters), emoji, links, photos, GIFs, videos, geolocation and other files that are transferred in their original size and quality. |
| **How messages are sent** | Over the mobile network. | Via the Internet and mobile network. |
| **Group use** | A chat between only two users. Mass mailing format when you want to send a message to several people. | Group chats with up to 100 recipients added, which is similar to the messenger format. |
| **Calls** | Not available. | Audio and video calls are possible. |
| **Availability** | Work on any mobile devices of all service providers. | Not yet available on some smartphones, no support for all mobile providers. |
| **Pricing** | Each message is paid for. | Mobile traffic is paid for. |
</Table>

As you can see, RCS is a more interactive option for users as it enables interaction with smartphone elements such as maps and browsers. This provides more opportunities for communication and user engagement. 

## Advantages and disadvantages of RCS

### Advantages

- **Universality**, similar to SMS (in the long run). With RCS, messages can be sent to any user. Currently, business communication through messengers is limited by deciding where to message: Telegram, WhatsApp, Viber, etc. The plan is to migrate all devices, except button phones (which still exist), to the RCS protocol. Then, no additional apps will be needed for receiving messages, aside from the default ones. 

- **Marketing opportunities.** Since media files can be sent, brands can create vibrant marketing campaigns in their messages, increasing engagement and conversions. 

- **Real-time communication.** Message status updates make interactions dynamic and transparent, which is essential for fast marketing communications. Therefore, RCS offers more analytical capabilities than SMS. It's easier to track conversions after campaigns, perform [**A/B testing**] (https://altcraft.com/features/mvt), and make better decisions. 

- **Cost savings through a larger audience reach.** While SMS charges for each message sent, RCS group chats allow sending messages to large groups with charges only for internet traffic or a fee to the telecom provider. 

- **User verification for those who can send messages.** This increases trust in brand communication channels and the messages themselves, as this security approach helps protect against spam.

### Disadvantages

- **Internet dependency.** RCS messages won’t be sent without Wi-Fi or mobile connectivity, so you'll need to rely on SMS or MMS, which can be less convenient and more expensive than using internet traffic. 

- **Technological limitations.** First, the standard doesn't work on all smartphones. Second, not all mobile operators support RCS. In Russia, for example, only MTS and Samsung phones with the latest OS versions currently support it. In the U.S., RCS is supported by AT&T, Verizon, T-Mobile, and Sprint. India, Canada, and some European and African countries have also adopted the standard. For iPhones, this feature is available only with iOS 18. RCS works on Android, so Google [**provides information**](https://support.google.com/messages/answer/7189714?hl=en&sjid=7477958191323980248-EU) on how to enable RCS chats on their devices.

## The future of RCS

While the advantages of the protocol are clear, it remains uncertain when RCS will work universally and stably, and whether it will be able to reach the same audience as SMS messages. The widespread use of messengers hinders the popularization of this format, as users are already accustomed to communicating through various channels.

However, there is another side that makes this alternative to SMS a promising communication option for marketers. With RCS, users won’t need to juggle [**multiple channels**](https://altcraft.com/glossary/omnichannel-its-benefits-for-businesses-and-implementation), focusing on one application. Accordingly, they will receive offers from brands in one place.

Will RCS be able to completely replace SMS? Such an outcome is unlikely. Most likely, SMS will remain a backup option, as the ability to send information without an internet connection is a significant advantage that new technologies have yet to surpass.

## RCS for marketing

Any new communication channel presents an opportunity to promote products and services. And the sooner you start mastering advanced tools, the better your chances of success. Although RCS is not yet widely popular, there are already users actively utilizing this messaging format. Therefore, marketers should pay attention to this new technology while competition in this area remains low.

Marketing strategies through this format can follow those of Push, SMS, and email campaigns. However, RCS messages include additional features: visual, textual, and interactive elements.

**To create an RCS campaign, you need to:**
1. Identify the audience that uses this message transmission protocol. 

2. Segment the audience to offer the most relevant offer for each customer type. A [**CDP**](https://altcraft.com/features/cdp) platform, which consolidates all user information from various sources—activity, target actions, and other data — can help with this. 

3. Develop a strategy: what type of messaging, for whom, and when it will be sent. A data-driven approach allows for personalized offers (this is how the marketing automation platform [**CDP Altcraft Platform**] (https://altcraft.com/).

4. Create ad creatives and other elements that support the RCS standard (the transmission of high-quality media content is possible). 

5. Conduct A/B testing and select the best offers for clients. 

6. Launch the campaign. 

7. Draw conclusions for future strategies.

## Summary

RCS is an enhanced version of SMS messaging that includes the ability to send media files, geolocations, interactive elements (this is what sets it apart from MMS), as well as voice and video calls. These messages are sent over the internet and do not require additional apps, simplifying and reducing the cost of communication.

However, the RCS standard is not as widespread as SMS. Not all devices and mobile operators support advanced messages. Rich Communication Services are available on Android smartphones and on iPhones only with iOS 18.

The implementation of the technology is slow, but if successful, RCS could replace multiple messengers and consolidate communication into one channel. This would be convenient for both users and marketers, who could promote brand products and services through a channel with a wide audience reach.

RCS enhances SMS with media, geolocation, and interactive features, but adoption is slow. It could unify messaging across devices if widely implemented.

rcs-vs-sms.png

About what Rich Communication Services (RCS) is, how it works, its advantages and disadvantages and future of this type of online communication.

RCS vs SMS for Business & Marketing: Comparison, Pros & Cons

RCS vs SMS: Why the New Messaging Format Matters for Marketers

<Video
url="https://www.youtube.com/embed/8McP51u_eUI?si=10BVKgZzculcLSFs" 
/>

Business does not exist in a vacuum. Companies analyze not only their previous experiences but also the results of competitors and other organizations. This approach helps to avoid mistakes made by others, adopt best practices in the market, and grow confidently.

However, it's important to compare your business with companies that have achieved success in their field. This led to the development of competitor benchmarking in the second half of the 20th century (benchmarking — derived from the English word "benchmark"). Rules and clear criteria emerged, which are now followed when analyzing one's own company and competitors.

In this article, we will explain what benchmarking is, why it's needed, its types, and the principles it uses.

## What is benchmarking and why it’s important


**Benchmarking** is the analysis of the best businesses in similar and other niches to apply successful practices and correct mistakes in your company. Open information about competitors' activities, including processes, approaches, products, production, and customers, is studied.

**The goal of benchmarking** is to catch up with and surpass other brands in your niche, improve your product or service, and grow revenue. When a company conducts this comparative analysis of competitors, it gains insight into its direction, its weaknesses, and how to fix and improve them.

*For example, your online store delivers products within two days. This may seem like excellent performance if you only evaluate your own metrics. But suppose competitors deliver the same order within a day. Suddenly, your result doesn't seem as good because this factor may be decisive for customers when choosing where to make a purchase. In such cases, the company should study the approaches and processes of competitors to maintain or increase the number of orders.*

Benchmarking is used by established companies aiming to boost their competitiveness. It is also useful when starting a business, as you enter the market. Learning from those who have already succeeded helps set benchmarks and direction. Additionally, evaluating others' experiences provides an opportunity to avoid mistakes already made by others.

**Advantages of benchmarking**

- Improving the company's market position. 

- Enhancing business processes to increase their efficiency. 

- Gaining new ideas for company development. 

- Correcting business management mistakes. 

- Understanding how direct and indirect competitors operate to "stay in the loop." 

- Implementing proven practices from others and saving time on developing your own. 

- Reducing costs by optimizing processes based on other companies' examples. 

- Developing your own criteria for assessing work efficiency. 

- Tracking and predicting industry trends. 

- Improving customer service and user experience.

**Disadvantages of benchmarking**

- Incomplete information about competitor companies. Even a detailed description of processes and practices doesn't provide the full picture of why a company has been successful. Sometimes, the reason for high performance is a strong and talented top manager or another standout individual, without whom the company could never have reached the same level. For example, the house of Gucci [**was revitalized**](https://www.britannica.com/biography/Tom-Ford) by the talented designer Tom Ford, whose name later became a successful brand in itself. 

- Difficulty in integrating others' experiences into your own processes. The specifics of businesses can differ so much that benchmarking examples from other companies may turn out to be unsuitable or useless.

### How benchmarking differs from KPIs

The results of benchmarking are sometimes confused with key performance indicators (KPIs). While both are reference points, there are differences. Benchmarking provides a direction for development and serves only as an example for future changes. KPIs assess effectiveness based on already set goals, making them a more specific measure.

<Note>
Want to learn more about key performance indicators? Read the article "[**Key Performance Indicators: What They Are And How to Use Them**](https://altcraft.com/glossary/key-performance-indicators-what-they-are-and-how-to-use-them)."
</Note>

## Types of benchmarking

Benchmarking practices not only focus on other businesses but are also applied within the company itself. It analyzes both processes and the end product. Therefore, there are several types of benchmarking.

<Table>
|Type|Description|
| ------ | ------ | 
| **External benchmarking** | Comparing your performance and processes to your competitors and those companies whose expertise may be relevant to your niche. |
| **Internal benchmarking** | Analyze the company's performance over the past periods and identify the best ones. Or the performance of the company's departments and branches is compared. The most successful ones share their experience and become an example. |
| **Technical benchmarking** | The features of the company's product are tracked: how useful it is for the client, how it is applied in practice, what it looks like. |
| **Practical benchmarking** | The rules of conducting processes, technologies and ways of organizing work with employees are adopted. |
| **Strategic benchmarking** | The analysis is based on the areas of the company's activities that are related to strategic planning. This includes marketing strategy, innovative approaches, production development, technology and management practices. |
</Table>


## Principles of benchmarking

Conducting benchmarking is a specific type of analysis that follows certain principles:

- **Verification of information is mandatory.** Only reliable data from trustworthy sources should be used. 

- **Agreement on interaction.** Experience exchange happens legally, without data theft or "spying." Management and employees must know that their information is used by third parties. 

- **Process comparability.** Benchmarking analysis compares similar indicators and directions for the most accurate results. 

- **Quantitative evaluation.** Indicators must be clearly and transparently measured to ensure accurate results.


## Benchmarking: stages 

The organization of benchmarking begins with setting goals. Answer the question of which aspects of competitors you want to study and what benefits this will bring you. Possible goals include process improvement, increased efficiency, sales growth, etc. You can choose not only large-scale goals but also test hypotheses in specific areas of work or product features, such as evaluating the effectiveness of packaging design.

After selecting benchmarking goals, several stages must be completed.

1. **Identify the specific processes for comparison and analysis:** management, marketing, production, finance, etc. Understand which areas in your company are lagging or what you would like to improve. 

2. **Develop evaluation criteria to eliminate vague and inaccurate comparisons.** Ideally, provide quantitative or scale-based assessments wherever possible. 

3. **Collect data from your own business.** This is important for the accuracy and clarity of comparisons. To analyze other companies’ practices, you must thoroughly understand your own. 

4. **Select the companies you will analyze.** This depends on your goals and resources. Benchmarking can involve market leaders (not necessarily in your field), direct and indirect competitors. For internal analysis, choose successful departments within the company. 

5. **Define the type and methods of data collection.** Depending on the openness of companies to analysis, data can be obtained from public sources (media, websites, [**social media**](https://altcraft.com/glossary/smm-what-it-is-and-why-businesses-need-it)), interviews, or surveys agreed upon with businesses. You may also use secret shoppers or communicate with suppliers. Another option is direct and open exchange of experience, though not all companies are willing to reveal internal processes, especially to competitors. Some companies, however, make sharing their business model part of their marketing, like Setters agency did. In global practice, [**Netflix**](https://www.amazon.com/No-Rules-Netflix-Culture-Reinvention/dp/1984877860) shared their approaches and rules for building their business model. 


<Img
img="/uploads/netflix_no_rules_book_073b712212.png"
alt="No Rules Rules: Netflix and the Culture of Reinvention"
/>

6. **Analyze the collected data.** Evaluate the product, pricing, processes, personnel management, customer service, and other aspects (depending on your goals). This analysis is conducted by comparing the collected data with your own. 

7. **Adapt the experience to your business.** Make changes and corrections to your company’s processes where weaknesses were identified. Avoid simply copying others' methods. Always consider the broader context, including other factors that contributed to the good results. 

8. **Conduct a post-implementation analysis of the new practices and draw conclusions.** Don’t stop there — keep revisiting the changed processes. As the market evolves, you must continually monitor these changes to maintain and grow your position. In other words, benchmarking should become a regular part of your work.

## Summary

Benchmarking is the process of comparing a company's efficiency with competitors or businesses that have become market leaders in their fields. It also involves analyzing and comparing results within the company: departments, divisions, and branches.

Benchmarking is conducted to identify and implement the best practices that have proven successful, correct mistakes, and adjust operations to improve service, generate new ideas for growth, and increase revenue. Despite its benefits, benchmarking doesn’t always allow for the easy transfer of others' experiences into your own processes, and not all companies are willing to share their business secrets openly.

To conduct the analysis, you need to set goals, identify information sources, develop evaluation criteria, and then draw conclusions and implement the practices. It’s also important to regularly reassess and repeat benchmarking to stay up-to-date and grow.

Benchmarking compares a company's processes to competitors or leaders, aiming to adopt best practices, correct errors, and boost growth and efficiency.

benchmarking-blog.png

About what benchmarking is, why it's needed, its types, and the principles it uses.

Benchmarking: What It Is, Its Types, and Principles

<Video
url="https://www.youtube.com/embed/dC22hVbX0RE?si=KWhiaqS5XLvzSRdI" 
/>

There are probably no other topics surrounded by as many rumors and speculations as the concept of shadowbanning. It’s a situation where a user's account loses reach for unknown reasons. At the same time, major platforms (social networks, video hosting services, etc.) claim that shadowbanning is a myth or they don’t comment on users' concerns and complaints at all.

However, users worldwide share their experiences of being "put in the shadows." They have even identified signs that help recognize a shadowban and ways to combat this situation.

In this article, we will explain what shadowbanning means, how to avoid it, and what to do if it happens to your account.
 
## What is a shadowban

**A shadowban** (or also shadow ban) is a significant reduction in the reach of posts on social networks and other content platforms, as well as the absence of content being shown based on geolocation or hashtags. Engagement drops — likes and comments decrease. Meanwhile, the account remains active and does not receive any warnings, so the author may not even realize something is wrong. The duration of a shadowban is uncertain; it usually lasts from a few weeks to months.

There are theories that platforms use this method to combat unwanted or spammy content. Since the user’s account is still active, they don’t take corrective actions like they would in the case of a block. Meanwhile, significantly fewer people see their content.

### On which platforms is shadowbanning observed

Shadowbanning is particularly discussed in Instagram* and Facebook*. An account becomes visible only to followers (and even for them, visibility decreases), while external recommendations and hashtag appearances disappear.

YouTube denies shadowbanning, but there are instances where channel creators notice that their videos stop gaining views and reactions. Their content also disappears from recommendations.

In Telegram, when a shadowban occurs, the channel becomes unsearchable, and new participants can't be added to chats. TikTok hides comments from users whose accounts are shadowbanned.

## How to check for shadowban

No platform has officially confirmed this type of block, so users won't receive an official notification. However, there are ways to determine if you're shadowbanned.

- **Analyze reach.** A significant drop in views and engagement without an apparent reason over time is one sign that the platform may be reducing your visibility. 

- **Check hashtags.** Publish a post with a low-frequency hashtag and see if it appears under that hashtag. For accuracy, ask friends or acquaintances who follow you to check as well. If they don't see your post under the hashtag, you may be shadowbanned. 

- [**Survey your followers.**](https://altcraft.com/blog/what-is-survey-creation-services) Another way to check for a shadowban is to ask friends and acquaintances if they see you in their feed. If most of them say no, your content is likely being hidden by the platform. You can also create a poll in your stories or write a question in a post. The number of reactions can help you determine if there’s a problem or if it’s simply an issue with your content.

<Img
img="/uploads/example_of_a_survey_of_followers_933d4aa660.jpg"
alt="Survey of followers"
src="Example of a survey of followers on social media"
/>

**Important tip!** Consider all factors that could affect a shadowban. It's also essential to monitor the dynamics. If your reach and engagement drop for just one or two days, it doesn't necessarily mean you're being shadowbanned. Take into account the content topics, external factors (such as widespread VPN outages for platforms that require them), or even platform technical issues.

## It’s not a shadowban

Sometimes, the issue isn't the platform’s algorithms. Decreased reach and engagement can be triggered by:

- **Content.** If you suddenly change your communication style or format, your audience might not understand or engage with it. The same happens if your posts become repetitive and uninteresting. If you initially had a "wow" effect and then followed with ordinary content, don't expect to maintain the same metrics. 

- [**Newsworthy events.**](https://altcraft.com/glossary/what-is-a-newsbreak-its-types-and-how-to-create-it) A scandal or interesting situation can initially increase reach. But once the hype fades and following the story becomes less exciting, your stats will drop. That's why some influencers constantly stir up their audience’s interest with new provocations. 

- **Long absence.** If you neglect your social media accounts and suddenly return, don’t expect high reach right away. Algorithms change rapidly and require consistent content. Don’t blame a shadowban for inactivity — when you return, you’ll need to rebuild your account’s performance from scratch.

## How to get shadowbanned

Online platforms have their own rules and content requirements, so there are no strict guidelines on what to do or avoid. However, certain actions increase your chances of getting shadowbanned:

1. **Buying fake followers instead of real ones.** If such accounts follow you automatically, it's best to clean them up periodically. 

2. **Posting content on forbidden topics.** Always check the public rules on content sharing. Sensitive topics usually include politics, religion, medicine, alcohol, smoking, and banned substances. 

3. **Content theft and lack of originality.** This is disliked by both platforms and users, who might report you. 

4. **Suspiciously high activity.** Posting too much in one day, excessive reactions, or frequently adding and removing users are signs of spamming, which is disliked by algorithms (and real people). 

5. **High number of unfollows.** This often happens when you run contests requiring people to follow your account. After the contest, they may either become inactive followers or unfollow en masse, which harms your account’s reputation on social platforms. The same applies if you manually remove many inactive users at once. 

6. **Using third-party automation services.** Only use internal or platform-approved services. 

7. **Inappropriate or banned hashtags and hashtag overload.** Some hashtags may be hidden by platforms, so check them before posting. Avoid using the same set of hashtags on every post. For example, on Instagram, it’s recommended to use hashtags with high frequency (millions of mentions). 

8. **Trolling or abusive behavior.** Rude comments and disrespectful interactions with other users increase the risk of a shadowban. People may report you, and platforms’ algorithms can now detect offensive language.

## How to get out of a shadowban and avoid it in the future

Just like with its causes, there’s no foolproof way to escape a shadowban once you’ve been hit. However, there are strategies that users across different social platforms have tested with varying degrees of success.

Here are some general rules on how to navigate a shadowban:

- **Carefully review the platform’s guidelines and compare them to your actions.** You might quickly discover what you did wrong and be able to correct it. 

- **Contact support.** Instead of complaining about a shadowban (which platforms usually deny), inquire about the drop in reach and other issues. It could be related to algorithm changes or platform errors. Or they might tell you directly what you're doing wrong. In that case, start following the rules and don’t try to trick the system. 

- **Disable all third-party services linked to your account.** These are often used to automate actions like mass-liking, mass-following, or sending bulk messages. 

- **Stop posting for a few days.** This works best if any connected automation services are also turned off. In some cases, you may need to remain inactive for longer — up to two weeks. 

- **Reduce excessive hashtags in your posts**, especially if you’ve been using too many. 


<Img
img="/uploads/excessive_hashtags_in_posts_9b762d0918.png"
alt="Excessive hashtags in posts"
src="Example of excessive hashtags in the publications"
/>

- **Remove content that could offend others.** This lowers the chance of receiving complaints, which can lead to a full account ban rather than just a shadowban. 

- **Launch an ad campaign or a collaborative project.** This can attract new users and boost engagement. It signals to the platform’s algorithms that your account is trustworthy and genuinely interests your followers. This is the opposite approach to "going silent" but is also commonly used when users suspect they’ve been shadowbanned.

**Important tip!** Regularly analyze your account stats on social media or other content platforms.

## Summary

A shadowban is an unexplained, sudden drop in your account's reach on social media or other platforms. There may also be restrictions on actions, making the user "invisible" to their audience.

How to know if you're shadowbanned: analyze your view statistics, check for banned hashtags in your posts, and ask your followers if they can see your content.

Users get shadowbanned for breaking platform rules, using automation services, being overly active, posting on prohibited topics, or displaying hostile behavior.

To get out of a shadowban, reduce your activity, contact support to rule out technical issues, study the platform’s rules and adjust your account accordingly, remove excessive hashtags and questionable posts. Another option is to run ads or collaborations to grow your audience.

*
*Meta's products are recognized as extremist organizations in the Russian Federation.*

A shadowban limits your account's visibility. Check stats, hashtags, and ask followers. Reduce activity, follow rules, and adjust your content to recover.

shadowban.png

About what a shadowban means, how to avoid getting there, and what to do if this does happen to your account.

Shadowban: Definition, Where Observed & How to Avoid

Shadowban Explained in Detail

<Video
url="https://www.youtube.com/embed/OtvcIA0R5Wo?si=GUMxSzjryGRJwv77" 
/>

Visual search is becoming increasingly popular due to its simplicity and speed. If your business isn’t leveraging image search capabilities yet, it’s time to start. This will help you attract more customers and stay ahead of the competition.

In this article, we'll share tips on how to optimize your website for visual search and which platforms you should focus on.

<Img
img="/uploads/google_lens_67cf64e07f.jpg"
alt="Google Lens identified the location from the photo"
/>

## Who benefits from visual search

Visual search is becoming a key element of a successful [**SEO strategy**](https://altcraft.com/glossary/seo-optimization-what-it-is-and-how-it-works), helping your website attract more users. It’s not just useful for e-commerce; its applications are much broader:

- Visual search can be used to find medical information (e.g., identifying an insect bite). 

- You can find artists or works of art. 

- Gardeners use it to recognize plants and flowers or find similar ones for their gardens. 

- Students can locate study materials or books simply by photographing a cover or page.

To gain a competitive advantage, businesses need to create high-quality, relevant images and provide detailed descriptions.

## How visual search works

Visual search allows people to find information using images. A person uploads a photo to the system to find the product depicted. For example, you can photograph a plant and identify its species or origin through the internet.

<Img
img="/uploads/visual_search_flower_0082f0e8e7.jpg"
alt="Visual search quickly finds flower name and information about it"
src="A visual search quickly finds the flower name and information about it"
/>

Visual search operates as follows: the system receives an image, recognizes it, and searches online for identical or similar pictures.

The search engine selects images, ranks them by relevance, and displays them to the user. It also provides additional information such as names, locations, and prices of the objects.

<Img
img="/uploads/display_of_visual_product_726168f7ed.jpg"
alt="Display of visual product search with prices in online shops"
src="Display of visual product search with prices in online shops"
/>


The search engine uses one or both of the following methods: example-based search (the system looks for images similar to the original based on general features such as shape and color) and metadata search. This metadata includes the image file name and alt text.

Visual search employs two areas of artificial intelligence:

- **Computer vision:** This acts as the eyes of the search engine. Thanks to this technology, the computer "sees" the image just as we do. It analyzes colors, shapes, textures, and other features. For example, the computer understands that the image shows a vase, not some other object. 

- **Machine learning:** This serves as the brain of the search engine. The computer learns to recognize different objects and concepts by analyzing a vast number of images.

Imagine showing the search engine hundreds of pictures of various cats: big and small, fluffy and sleek, of different breeds and colors. The system uses computer vision to "see" these cats in the pictures. By analyzing them, it begins to understand what a cat looks like. As a result, when you show the search engine a photo of a cat it hasn't seen before, it will correctly identify the picture as a cat, even if the image is entirely new to it.

## Why visual search is beneficial for marketers

If you don't optimize your website for visual search, you're missing a significant opportunity to expand your audience and attract users who wouldn't find you through traditional search methods.
 Here are the main reasons why image search plays a crucial role in developing SEO:

**Consumer behavior:** Online shoppers [**prefer visual content**](https://www.forbes.com/sites/forbestechcouncil/2018/04/02/visual-content-the-future-of-storytelling/?sh=2a92cd703a46) over text. [**According to research**](https://www.invespcro.com/blog/the-state-of-visual-search/), over 50% of consumers say that visual information has a greater impact on their purchasing decisions. As more people use smartphones, the role of visual search is continuously growing.

**Improved** [**usability:**](https://altcraft.com/glossary/usability-notion-criteria-for-evaluation-tips-to-improve) One of the main advantages of visual search is the speed and ease of finding the necessary information—simply upload an image. Marketers help people reach their goals faster, whether it's finding a product, information, or something else. This makes the process much simpler.

**Increased conversion and engagement:** Optimizing for visual search expands your brand's audience and makes your business more visible to those searching for products and services through images. Additionally, this type of search boosts user engagement—it stimulates interest in your offerings and encourages users to explore your site in more detail. As a result, this directly impacts sales.

## How to use visual search in marketing

To optimize your site for visual search, focus on the following:

- **Structured data markup:** Use [**schema.org**](http://schema.org) markup on all multimedia files. These data help search engines better understand images and their content. Additionally, they can enable images to appear in rich snippets on Google. 

- **Content quality:** Use clear and original images and videos. Encourage the creation of user-generated content (UGC) through social media, such as by organizing a contest with valuable prizes for the most creative photos featuring your product.

<Note>.
How to use UGC correctly? Read in the article “[**User-Generated Content: What It Is and How It Works**](https://altcraft.com/glossary/user-generated-content-what-it-is-and-how-it-works)”. 
</Note>


- **Product tagging:** Link images to the corresponding product pages through relevant tags. Provide customers with an easy way to make purchases by allowing them to go directly to checkout with one click on the image. 

- **Image quantity:** To make your products more appealing to buyers, use multiple images. This not only enhances the appearance of your website but also attracts more customers through search. By using different keywords for each image, you expand your potential audience, which, in turn, increases sales. 

- **Using real photos:** Replace standard stock images with original ones. High-quality, unique visual materials boost user trust in your site and help improve your search engine rankings. 

- **Image sitemap:** Create a separate sitemap file dedicated to images. With an additional sitemap containing image information, search engines can more effectively index your visual content, increasing the likelihood that your images will appear in search results. This is especially important for large sites like online stores, classifieds, and catalogs. On smaller websites, images are typically indexed without the need for extra settings. 

- **Image filenames:** Use descriptive filenames. Give the image a short, clear name that reflects its content. This helps search engines better understand the image and display it in search results. For example, instead of IMG_13245346.jpg, it's better to use white-wardrobe.jpg. 

- **Image size:** Optimize the size of graphic files—large files negatively affect page loading speed. It's recommended to compress images with minimal loss of quality using specialized graphic editors or online services that support batch image processing. However, the images should not be of poor quality. Content with artifacts or compression traces looks unprofessional and negatively impacts user perception of the site. The recommended minimum width for uploading to the website is 1200 pixels. 

- **Alt text:** Alternative text was originally created to help users understand the content of an image if it failed to load. Search engines use the information from the alt attribute to better understand and index the image's context.


## Visual search tools


Search engines use a combination of artificial intelligence and complex algorithms to analyze, recognize, and compare images during searches. These tools benefit both users and marketers. Below, we'll explore the main tools for visual search.

**Google Lens:** This is a popular visual search service. Users upload a photo from their phone to find relevant information. For example, they can search for objects, text, landmarks, products, and much more.

Google Lens can identify plants, animals, objects, and locations. It can also translate text directly from an image, such as signs. Additionally, it reads QR codes and barcodes and displays products available for purchase. It's even used for solving math problems.

<Img
img="/uploads/how_to_solve_maths_problems_with_google_lkpapens_fd0075581b.gif"
alt="How to solve maths problems with Google Lens"
/>

**Pinterest Lens** is another popular tool, ideal for fashion and design enthusiasts. You can upload any photo and find similar items, interior design ideas, or recipes.

Pinterest Lens can recognize objects in photos and suggest similar options. It's easy to find inspiration for clothing, home, or kitchen. Additionally, special features allow you to see how makeup will look on your face or how an interior item will fit into a room.

<Img
img="/uploads/pinterest_lens_b3fb2c904d.jpg"
alt="Pinterest Lens search. Source: martech.org"
src="Pinterest Lens search. Source: martech.org"
/>

**CamFind** is an app that searches for information based on photos. Simply take a picture of any object and upload it to the app. CamFind will find similar items, provide details about the object, or even show where to buy it. The app can recognize objects, translate text from photos, and even search for information using voice input.

## Conclusion

Visual search uses images instead of text queries. With this technology, users can quickly and efficiently find the objects they need, especially when describing them in words is difficult. Visual search is used in various fields, including e-commerce, design, and fashion.

Visual search allows users to find objects quickly using images, making it especially useful in fields like e-commerce, design, and fashion.

visual-search.png

About how to optimize your website for visual search and which platforms you should pay attention to.

Visual Search: Enhancing Your Marketing through It

Visual Search: How to Use It in Marketing

<Video
url="https://www.youtube.com/embed/8gymFndEoNY?si=9MP4TBXvPYqTPdw7" 
/>

Marketing is a system of consistent actions that lead to results. When a brand enters the market or changes its positioning, various factors are considered for its promotion: the product itself, pricing, sales locations, target audience, and more.

In other words, comprehensive marketing is crucial, not random actions. This is the only way to build relationships with customers who will keep coming back to purchase again and again. To structure the work of marketers, the concept of the marketing mix was developed — a system that reflects all the aspects that need to be worked on to maintain and strengthen a brand's position in the market.

In this article, we will explain what the 7P concept is and why it is important for business.

## How the marketing mix was created

The term "marketing mix" was first introduced in the mid-20th century in the United States. Harvard professor Neil Borden proposed a system of marketing tools needed to promote a brand in 1953. Later, another scholar, Jerome McCarthy, rethought and simplified the idea in the 1960s. This led to the creation of 4P marketing — a set of tools that form a brand strategy to increase product value and profitability.

The concept included the following elements: Product, Price, Place, and Promotion. It was believed that these components were sufficient to conduct comprehensive marketing and achieve results. However, over time, marketers realized that other factors — environment, processes, and people who interact with customers — were also important. Thus, the concept gradually expanded to 5P, 6P, and today, the marketing mix exists as the 7P model. This version was proposed in the 1980s by J. Bitner and B. Booms.

## 7P concept

The 7P marketing mix incorporates the elements of the classic 4P and is supplemented with new ones for a more extensive approach to brand management. Let’s take a detailed look at each aspect of the concept.
 
### Product

This is what the brand will offer to customers and sell. Marketing begins with developing products or services that meet market demands. The product must solve a consumer’s problem and satisfy their needs. No one will buy something entirely unnecessary, minimally useful, or unclear. Therefore, the marketing mix concept starts with developing the attributes of the product or service:

- **Visual style:** This includes the design of the product itself and its packaging (brand style, logo). A clear presentation of what you are selling is crucial. 

- **Positioning:** This defines the role the product will play in the market and who it is created for: whether it is for the mass market or a niche for a specific sector or group of people. 

- **Product features:** This involves the benefits for customers and the uniqueness that will be marketed. 

- **Quality:** This parameter influences not only the price but also how the product is presented. Luxury goods and [**mass-market products**](https://altcraft.com/glossary/mass-market-what-it-is-and-how-to-promote-such-products) differ in quality, and customers in these segments focus on different criteria. Therefore, it is essential to build in the features that will meet the target audience’s expectations. 

- **Assortment:** The product should adapt to customer needs and offer various options. Variety increases the chance of reaching more people and raises the likelihood of sales.

### Price

The cost of the product is the second component included in the 7P marketing mix. Pricing is determined by the business's strategic goals, product quality, competitive environment, production costs, brand recognition, and other criteria.

Key considerations in pricing:

- **Profitability:** The product's price should cover the costs of its creation and generate profit. It’s essential to calculate all expenses accurately. 

- **Variability:** Depending on the seller's operations and the type of sales (wholesale, retail), prices are set to be market-appropriate and consider different marketing channels. The price may also vary based on the product or service's configuration. 

- **Product status:** Premium segments are initially priced higher than economy ones. Therefore, it's crucial to determine the category in which the product will be sold right from the start. 

- **Promotion:** Pricing includes marketing costs: promotions, discounts, events, etc. Possible conditions for customers are outlined, such as a brand never reducing prices by more than 20% or avoiding sales altogether. 

- [**Seasonality:**](https://altcraft.com/blog/seasonal-marketing) Some products are not in demand year-round, which should also be considered when setting prices. During the peak season, it’s important to generate enough income to offset the decline in demand during less active periods.

### Promotion


This includes the marketing strategy and all the tools used to increase brand awareness and sales. This element of the 7P concept is responsible for the information the customer receives about the product, as well as the right place and time.

Promotion typically involves the following components:

- [**Audience segmentation:**](https://altcraft.com/glossary/market-segmentation-what-it-is-its-types-and-main-stages) The customer base and potential buyers are divided into groups based on similar characteristics to provide the most accurate offer to each. Personalization is also used to improve results. 

- **Advertising budget:** A set amount is allocated in the promotion for attracting new customers. The return on investment is also calculated. 

- **Communication channels:** Tools and platforms where the company interacts with the audience, including email newsletters, SMS, push notifications, messaging apps, media, and other online and offline resources. 

- **Event marketing:** Events are a part of brand promotion, so planning and including them in the strategy is essential. 

- **Analytics:** Marketing activities should be quantified to monitor promotion, adjust strategies, and understand their effectiveness. Brands collect audience data for analysis and offer personalization. For example, [**CDP platforms**](https://altcraft.com/en/) are used for this purpose.

<Note>
If you are looking for a platform to automate your marketing, we recommend [**scheduling a demo**](https://altcraft.com/en/setupDemo) with our experts to learn how to maximize the efficiency of Altcraft Platform.
</Note>

### Place

These are the points where the product will be sold: online and offline platforms. Locations are chosen where potential buyers are present. The method of distribution depends on the product's characteristics, price, and storage conditions. The sales location should be accessible to [**the target audience**](https://altcraft.com/glossary/target-audience-why-to-define-it-how-to-classify-and-segment-it), and the purchasing process should be clear and simple.

Key considerations when choosing a distribution method:

- **Product features:** Most products can now be sold online, but there are categories that buyers prefer to evaluate offline, especially expensive items. There are also digital products that are only sold online. 

- **How customers search for products:** To determine the sales platform, it’s essential to understand where potential buyers search for information about the product or service. Based on this data, distribution channels are selected: online or offline stores, social media, and other platforms. 

- **Geography:** The territory where the product is sold and the ambitions for expanding the product's location are considered. 

- **Sellers of your product:** There are options to sell through your own outlets or to distribute products through partners and dealers. In this case, a motivation system for distributors and working conditions are developed.

### People

Brands are created and promoted by people, which is why this element was added to the expanded marketing mix concept. This refers to everyone who interacts with customers directly and indirectly, as well as those who influence product choices. This includes salespeople, company managers, "opinion leaders," and brand advocates — consumers who buy from you and promote your brand without payment. It’s important for a business to establish effective communication between these people and the potential audience.

Methods and tools used for this include:

- **Corporate culture:** Internal processes and communication within the company reflect on customer interactions. Therefore, building a strong culture is essential for providing high-level service. 

- **Training:** To communicate effectively with customers, employees must be knowledgeable in their field and possess communication skills. Thus, it is the responsibility of the leadership to organize training that aligns with business goals. 

- **Motivation:** Maintaining high levels of service and sales is possible when employees are motivated and perform their duties diligently. For this, businesses need a system of incentives (both material and non-material) that keep the staff "in shape." 

- **Loyalty programs:** To encourage customers to continue buying and recommending your brand, it’s important to motivate them as well. This usually involves bonuses, special conditions, promotions, and well-established communication. 

- [**Working with opinion leaders:**](https://altcraft.com/blog/what-is-influencer-marketing-how-to-build-strategy) Strategies for working with influencers aren’t limited to paid advertising. This can include joint media projects, product creation, or even becoming a brand ambassador.

### Physical evidence

A customer's purchase decision is often influenced by what they see around them: from the product's packaging to the store's interior and the staff's appearance. The design of your office and branded promotional materials also plays a role.

All of these elements create an atmosphere and the right mood that encourages purchases.

In the online world, factors like a well-designed, visually appealing website, social media pages, and other brand accounts, as well as digital materials from the company, have an impact on the customer.

### Process

This refers to the system of interaction between the company and the customer, including communication processes that influence purchasing decisions. This encompasses the speed and quality of service, delivery, and other elements that guide the customer through [**the sales funnel**](https://altcraft.com/glossary/sales-funnel-what-it-is-its-types).

Interaction processes should be as convenient and comfortable as possible for users of the product or service. This helps maintain customer loyalty, encourages repeat purchases, and prompts customers to recommend your brand to others. To improve service quality, customer feedback is collected, and analytics are used to identify areas where processes may be "lagging."


## Summary

The 7P marketing mix is an expanded version of the 4P model, which includes additional elements for brand strategy. The concept consists of marketing tools and methods that work to promote products and services, as well as to increase sales and brand awareness.

Originally, the 4P model included the following components: Product, Price, Promotion, and Place. In the 7P concept, three more elements were added to reflect the modern realities of the market and business development: People, Physical Evidence, and Process.

The 7P marketing mix expands the 4P model, adding People, Physical Evidence, and Process to adapt to modern market and business needs.

marketing-7-p.png

About what the 7P concept is and why it is important for business.

Marketing 7P: a Comprehensive Approach for Your Business

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