In today’s digital environment, businesses communicate with their customers through multiple channels. Email, SMS, messaging applications and social platforms have become essential tools for modern customer communication.

However, the real challenge is not simply using multiple channels, but integrating them effectively.

This is where Omnichannel Communication becomes essential.

By implementing a well-structured omnichannel strategy, businesses can deliver a seamless customer experience, improve engagement and increase conversion rates.

In this article, we explore how organizations can effectively combine SMS, Viber and Email to create a powerful omnichannel communication strategy.

What is Omnichannel Communication

Omnichannel Communication is a strategy that leverages multiple communication channels to create a unified and consistent customer experience.

Unlike traditional multichannel communication—where each channel operates independently—omnichannel strategies integrate all channels to work together seamlessly.

For example:

• A customer receives an email about a promotional offer
• If the email is not opened, a SMS reminder is sent
• The customer can then continue interacting through a Viber message

This coordinated approach ensures a consistent and engaging customer journey.

Why Omnichannel Communication Matters for Businesses

Modern consumers interact with brands across multiple communication channels every day.

Some customers prefer email, others messaging apps, while many respond best to SMS notifications.

By adopting an omnichannel communication strategy, businesses can:

• increase customer engagement
• improve the overall customer experience
• boost conversion rates
• reduce missed communications

Most importantly, omnichannel communication allows businesses to reach customers through their preferred channel at the right time.

How to Combine SMS, Viber and Email

Each communication channel has unique strengths. When used together strategically, they form a powerful omnichannel communication ecosystem.

Email: Ideal for Detailed Communication

Email is commonly used for:

• newsletters
• promotional campaigns
• product announcements
• customer updates
• educational content

Emails allow companies to include visuals, links and detailed information.

However, email open rates can sometimes be lower compared to other channels.

SMS: Instant and Highly Reliable Communication

SMS messages typically offer:

• extremely high open rates
• instant delivery
• immediate visibility

Common use cases include:

• OTP verification
• appointment reminders
• order notifications
• alerts and service updates
• limited-time offers

A company might send an SMS reminder about a promotion previously communicated via email.

Viber: Interactive and Engaging Messaging

Viber Business Messaging enables businesses to communicate with customers in a more interactive way.

• images
• buttons
• links
• call-to-action elements
• rich media content

Ideal for:

• promotional campaigns
• customer engagement
• conversational marketing
• personalized offers

Example of an Omnichannel Campaign

Step 1
The company launches an email campaign announcing a new promotion.

Step 2
Customers who do not open the email receive an SMS reminder.

Step 3
Interested customers receive a Viber message with a purchase button.

This approach significantly increases conversion rates.

Best Practices for Omnichannel Communication

1. Maintain Message Consistency
Ensure consistent communication across all channels.

2. Personalize Communication
Personalization increases engagement.

3. Optimize Timing
Sending messages at the right time is crucial.

4. Respect Customer Preferences
Allow customers to choose their preferred channel.

How Yuboto Supports Omnichannel Communication

Yuboto provides advanced communication solutions that enable businesses to combine multiple messaging channels.

• SMS messaging
• Viber Business Messaging
• Email communication tools
• API integrations

These solutions help businesses create powerful omnichannel campaigns.

Conclusion

Omnichannel Communication is a core element of modern business strategy.

Combining SMS, Viber and Email helps businesses improve engagement and increase conversions.

Companies that adopt omnichannel strategies gain a strong competitive advantage.

In the digital world, speed and ease of communication define the customer experience. Consumers have grown accustomed to instant responses, personalized interactions, and frictionless communication.

Business messaging is not just another communication channel. It is the way businesses build relationships, increase engagement, and enhance the overall customer experience.

What Is Business Messaging?

Business messaging describes how companies initiate and manage communication with their customers through modern messaging channels. It allows customers to reach out to a brand and businesses to respond instantly through two-way conversations, rather than one-way, mass communications such as advertisements or email campaigns.

Unlike traditional, one-directional communication, business messaging creates a dynamic dialogue that improves customer experience and strengthens customer engagement.

Business Messaging Channels

The most widely used business messaging channels include:

SMS

Viber

Webchat
(live chat on a website)

Facebook Messenger

WhatsApp

Social media
direct messages (DMs)

Business messaging meets customers where they already feel comfortable. It does not require them to download new applications, but instead leverages the native messaging apps they already use every day.

Why Business Messaging Is Essential Today

Modern consumers no longer want to pick up the phone to request support. They prefer sending a message through a company’s website or replying directly to a business SMS with their questions.

This is exactly where business messaging comes in: offering fast, direct, and natural communication, on the channel and at the moment the customer chooses.

Benefits of Business Messaging

Business messaging benefits both businesses and customers, it is a true win-win investment. Here are some of the most important advantages it offers:

Reach More Customers

Businesses that offer multiple messaging channels do not exclude customers with specific communication preferences. Instead, they allow customers to choose the channel that suits them best, increasing engagement and accessibility.

Real-Time Conversations

Customers do not want to wait days for a response, they often need help immediately. With instant messaging, businesses can respond quickly, significantly improving the customer experience.
Whether it’s a simple question about product size or color, a fast response can make the difference and drive conversions before the customer turns to a competitor.

Handle Multiple Conversations Simultaneously

Unlike phone calls, where an agent can only assist one customer at a time, business messaging enables teams to manage multiple conversations simultaneously without compromising service quality or customer experience.

Increased Customer Satisfaction

When customers communicate through their preferred channels and receive clear, timely responses, satisfaction levels rise. Business messaging helps resolve requests faster and delivers a more positive overall experience.

Rich Content: Images, Videos, and More

Unlike a phone call, business messaging supports rich media. Businesses can send messages with images, emojis, GIFs, and videos, from product photos to short video tutorials. At the same time, customers can share screenshots or files, making support even more effective.

9 Business Messaging Examples in Practice

Now that we’ve explored the benefits of business messaging, let’s see how it works in real-world scenarios. Below are 9 key use cases that show how businesses can leverage messaging across every stage of the customer journey.

Business Messaging as a Competitive Advantage

Business messaging is not just another trend in professional communication. It is a powerful tool that allows businesses to stay closer to their customers, communicate instantly, and deliver experiences that meet modern expectations.

With Yuboto Messaging solutions, businesses can leverage SMS, Viber, webchat, and omnichannel communication through a single, reliable platform. From automated messages and notifications to two-way conversations and advanced use cases, Yuboto provides the technology to turn communication into a true business advantage.

Want to see how business messaging can work for your business?
Get in touch with the Yuboto team or explore our solutions and start building more meaningful and effective customer relationships today.

Email reporting provides you with the insights you need to evaluate campaign performance, optimize future sends, and ensure that your messages not only reach your audience, but also make a meaningful impact.

In this article, we explore the most important email metrics, why they matter, and how you can interpret them correctly across different use cases and scenarios.

Why Email Reporting Matters

Email reporting offers far more than a simple dashboard of statistics you check occasionally. When used effectively, it becomes a continuous feedback loop that allows you to make real-time adjustments and improvements, significantly enhancing deliverability and overall campaign performance.

From monitoring email sends as they go out, to leveraging A/B testing to identify the most effective combination of subject line, creative, and call-to-action, email reporting empowers businesses to proactively improve communication and customer engagement.

Key Email Reporting Metrics

These are the six most important metrics you should be tracking.

1. Delivery rate

Definition:
The delivery rate represents the percentage of emails in a campaign that are successfully delivered to recipients’ inboxes.

What is considered a “good” delivery rate?
With high-quality list data, validated email addresses, and adherence to email deliverability and sender reputation best practices, you should aim for delivery rates as close to 100% as possible. That said, anything above96% is considered excellent.

2. Open rate

Definition:
Open rate is the percentage of delivered emails that are actually opened by recipients.
It is a key indicator of subject line effectiveness and, for marketers, reflects how well audience segmentation and targeting are aligned with subscriber interests.
For operational or transactional emails, open rate indicates whether recipients are actually seeing important communications.

What is considered a “good” open rate?
Sending high-quality content to your most engaged subscribers results in the highest open rates. As a general benchmark, anything above 20% for marketing emails and above 50% for transactional emails is considered good.

3. Bounce rate

Definition:
Bounce rate is the percentage of sent emails that could not be delivered for any reason. Bounces are categorized as either hard or soft.
Hard bouncesare permanent, unrecoverable delivery failures. Examples include invalid email addresses due to typos or messages blocked by the recipient’s mail server because of spam complaints or blacklisting. In these cases, the specific message will never be delivered, although future emails may be accepted if your domain reputation is restored.
Soft bounces are temporary delivery issues. These may occur when a recipient’s inbox is full, the mail server is overloaded or under maintenance, or the message exceeds the maximum size allowed by the receiving server.
A high bounce rate should be investigated immediately, as it negatively impacts your sender reputation and increases the likelihood that email service providers will block future messages.

What is an acceptable bounce rate?
With proper list hygiene and the use of email validation services, hard bounces should be kept close to zero. While soft bounces are less controllable, an overall bounce rate below 3% is considered desirable.

4. Click-Through Rate (CTR) and Click-To-Open Rate (CTOR)

Definition:
Most email marketers differentiate between CTR and CTOR, as they measure different aspects of email performance.

• CTR (Click-through rate) measures the percentage of clicks relative to emails delivered.
• CTOR (Click-to-open rate) measures the percentage of clicks relative to emails opened.

In simple terms, CTR shows how many recipients clicked your email out of everyone who received it, while CTOR shows how many clicked after actually opening it.
CTR reflects overall interest, whereas CTOR reveals how engaging your content was for readers who viewed it.
It is also important to ensure your email software does not overcount clicks, as a single user may click the same link multiple times. When comparing campaign performance, always distinguish between total clicks and unique clicks.

What CTR and CTOR should you aim for?
Benchmarks vary widely depending on industry, audience, and campaign type, but CTOR is typically higher than CTR.

• ACTR above 5% is considered excellent.
• ACTOR above 20% is considered particularly strong.

5. Unsubscribe rate

Definition:
Unsubscribe rate measures the percentage of recipients who opt out of future emails from a specific campaign by clicking the “Unsubscribe” link within the message.
Unsubscribes are inevitable as customer needs evolve or interest in your products and services declines over time. However, you can minimize unsubscribes by delivering relevant, useful, and targeted communications to engaged recipients.

What should your unsubscribe rate be?
For a stable, long-term subscriber list, an unsubscribe rate above 0.5% is a cause for concern and may indicate that your content or targeting strategy needs improvement.
For lists consisting of newer subscribers, such as those acquired through a promotional campaign, a higher unsubscribe rate is generally expected.

6. Spam complaint rate

Definition:
Spam complaint rate measures the percentage of recipients who go beyond unsubscribing and actively report your email as spam, believing it to be unsolicited or irrelevant.
This may happen if your brand name has changed and is no longer recognizable, if you haven’t contacted recipients for a long time and they’ve forgotten they opted in, or if they strongly object to the content of your message. Regardless of the reason, you should aim to keep spam complaint rates as close to zero as possible, as they directly impact sender reputation and email deliverability.

What should your spam complaint rate be?
If zero is not achievable, these are the benchmarks you should aim for:

• Excellent: below 0,01%
• Acceptable: between 0,01% and 0,1%
• Poor: above 0,1%
• Critical: above 0,3%, as this is likely to trigger deliverability issues and/or blacklisting by email service providers (ESPs)

Your customers’ security should be one of your top priorities. Two-Factor Authentication (2FA) is one of the most effective ways to protect user accounts and sensitive information.

By implementing 2FA, you add an extra layer of security beyond a simple password, significantly reducing the risk of unauthorized access. In this article, you’ll learn what Two-Factor Authentication is, how it works, and how you can easily implement it to enhance both customer security and trust.

How Does 2FA Work?

2FA stands for Two-Factor Authentication and refers to a security process that requires users to provide two different forms of identification in order to access an account or complete a transaction. This additional layer of protection typically combines a password with a second verification method, such as a mobile phone or another personal device.

The most common form of 2FA is applied during login: the user enters their password and then receives a one-time password (OTP) to confirm their identity. An OTP or 2FA PIN is an automatically generated code, usually sent to the user’s mobile device via SMS, voice call, or an app, and is valid only for a single login session or transaction.

The Benefits of 2FA

The primary benefit of Two-Factor Authentication (2FA) is the added layer of security it provides, making unauthorized access to accounts significantly more difficult. Even if a password is compromised, the second authentication factor acts as a critical safeguard.

Simply integrating 2FA into login and transaction verification processes can dramatically reduce the risk of data breaches, fraud, and unauthorized actions. In this way, businesses protect both their systems and their customers’ sensitive information, while simultaneously strengthening trust and credibility.

1. Stronger Security

Two-Factor Authentication (2FA) is one of the most effective tools for preventing fraud and cyberattacks. Bypassing 2FA is extremely difficult, as attackers would need access to multiple authentication factors rather than just a single password.

Enabling 2FA adds an additional defensive layer that deters even basic attack attempts. Even the simplest form of two-factor authentication creates a near-impenetrable barrier between hackers and your customers’ personal data.

2. Improved User Experience (UX)

The goal of 2FA is to protect personal data without compromising the user experience. Modern authentication methods are designed to deliver high security in the fastest and simplest way possible.

For example, with push notifications, users don’t need to enter a PIN to complete authentication, one tap on the notification is enough. This makes the process seamless, quick, and user-friendly.

By using an omnichannel 2FA solution, customers can choose the communication channel that best suits them (SMS, voice call, push notification, etc.), ensuring both excellent UX and maximum security.

3. Increased Customer Trust

Implementing strong security measures such as 2FA significantly boosts customer trust, especially in eCommerce environments and online marketplaces. When users know that everyone is required to go through the same strict authentication process, they feel safer during transactions and interactions.

Example Use Cases for 2FA

How to Implement 2FA Effectively

With near-universal mobile phone usage across most developed markets, sending OTP PIN codes to mobile devices is the most common method of implementing 2FA. This approach provides fast verification and a high level of security for both users and businesses.

However, successful 2FA implementation depends not only on the method used, but also on choosing the right communication channel based on the specific use case and individual customer preferences.

For example, users living or working in areas with unreliable mobile or data connectivity may experience delays in receiving authentication codes. In such cases, configuring a failover channel is critical to ensure that codes are delivered securely and on time—especially when using TOTP (Time-Based One-Time Passwords) with short expiration windows.

The most popular 2FA methods include:

• SMS
• Email
• Viber
• Voice (OTP via phone call)
• Mobile push notifications

How Yuboto Can Help You with 2FA

Yuboto provides comprehensive Two-Factor Authentication (2FA) solutions, helping businesses of all sizes protect users and digital services with reliability and flexibility. Through an omnichannel communication platform, Yuboto enables the delivery of OTP codes across multiple channels, ensuring fast and secure authentication.

More specifically, Yuboto supports One-Time Password delivery for 2FA via three communication channels: SMS, Viber, and Voice (phone calls).

Thanks to easy API integration, high availability, and global coverage, Yuboto’s 2FA solutions help reduce fraud, ensure compliance with security regulations, and deliver a seamless and trustworthy user experience.