Picture this: you ship 80 orders a day. Even if only 15% of customers write in about the status, that's 12 messages per day. At 3 minutes per reply, it adds up to an hour of work every day — just to say "The package is at the Econt office."
Why customers ask about their package
The problem isn't with the customers. The problem is the lack of information. Most small online stores in Bulgaria send a single confirmation email. Then silence.
The customer doesn't know when the package was shipped. Doesn't know whether it's at the Econt office. Doesn't know how long they have to pick it up. Their natural move is to message the seller.
The fix is simple: tell them yourself, before they ask.
That's how many fewer "where's my package" messages stores receive after they turn on proactive Viber notifications at every status step.
Why Viber, not email or SMS
In Bulgaria, Viber is the messaging app. Not email. Not SMS.
Here are the concrete reasons to put your notifications on Viber:
- Open rate: Viber messages get read within minutes. Emails wait hours or days.
- Familiarity: The customer sees the notification in an app they use every day.
- No spam filters: Viber Business messages don't end up in Promotions or Junk.
- Visual identity: You send under your logo and a verified business name, not an unknown number.
- Cost: Viber Business API is cheaper than SMS for the same or better result.
SMS is a fine fallback. But the primary channel for the BG market is Viber.
The right moments to send a notification
Don't send a notification at every move of the package. The customer will get annoyed by too many messages. Focus on the moments that actually deliver value.
- Order confirmed: A short confirmation right after payment. Gives peace of mind.
- Package shipped: Include the tracking number and the expected delivery date. Stops half the questions.
- Package at the office or with the courier: This is the most important notification. The customer needs to know they can act.
- Pickup reminder: If the package has been sitting at the Econt office for more than a day, send a reminder. Cuts down on returns.
Four messages. Each at the right point. The result is a customer who never has to ask anything.
How pragma-lab wires it all up automatically
Manually sending Viber messages isn't a solution. If you have 50 orders a day, you can't track who's at which status.
pragma-lab builds the integration between three systems:
- Your Shopify store: where the orders and customer data come from.
- Econt or Speedy API: where the real-time status updates come from.
- Viber Business API: where the notifications to customers go out.
When Econt registers that the package has arrived at the office, the system automatically sends a Viber message to the customer. No clicks. No extra person hired.
The messages are personalized. They include the customer's name, the order number, and the specific office address. Not template text — useful information.
Stores that don't send a pickup reminder get roughly twice as many returned packages as those that send a Viber message after 24 hours at the office.
The real effect for your business
Fewer questions to support means more free time. But the effect doesn't stop there.
Customers who receive proactive information feel more confident. More confident customers come back more easily. Disputes on failed deliveries drop too, because the customer was kept informed at every step.
Implementation takes between 3 and 5 working days. No technical background needed on your side. pragma-lab handles the whole configuration.
Platform cost: Viber Business bot costs €100/month fee to Viber. The fee is passed through to the customer directly. Over 5,000 notifications per month adds about €0.02 per message. For a store with up to 2,000 orders per month, the actual figure is €100–140/month for the whole Viber channel.