Telegram group operation strategy sharing

Why you should use Telegram for customer service

Your customers are using it!

Telegram has become well-known as a messaging app for privacy-focused individuals. Despite being cloud-based, Telegram is extremely secure and has never been hacked or involved in a data breach scandal. This is something the company is very proud of. Since users can keep their numbers private and no message data is stored on their devices, it is considered a superior app for very private individuals.

Privacy-conscious customers tend to be passionate about technology and will fall into the same category of users who prefer to use digital communication channels. However, if you only offer WhatsApp and Facebook Messenger (from the same company) and users aren’t fans of those platforms, they will be forced to call your business. If calling isn’t their preferred method of communication, this could mean they’re less satisfied or have a worse experience.

Channels

Telegram allows you to create channels. Channels are tools you can use to broadcast public messages to your customer base or select groups of customers. This is great for proactive customer service where you want to notify your customers of any major updates or changes to your business. It's also great for sales. You can broadcast a message about your latest promotion or discount and your customers will receive the message and notification immediately. Unlike WhatsApp, any new user can view your entire message history once they are added to a Telegram channel. This is great because it means you don't need to repeat messages every time you add a new customer. Repeating messages too frequently is risky because it can encourage long-term users to leave the group if they feel like they are being spammed.

Easy to integrate

Telegram easily integrates with your business software, making it easy for you to provide excellent customer service.

You can also integrate your chatbot into Telegram to provide 24/7 customer support outside of your business hours. You can also use Telegram bots for other things, such as:

Allow customers to make reservations at your restaurant.

Allows users to purchase products or place orders.

You can use Telegram's Groups feature to build communities and support up to 200,000 members. There are several use cases for groups in a business setting, such as:

Gather interest in upcoming events.

Set up the subscriber.

Hold a competition.

marketing.

Telegram is powerful and highly flexible, so the options are nearly limitless. That’s what makes it so great for businesses, especially in a modern and rapidly evolving digital world filled with customers with all kinds of preferences.

This is a far-sighted corporate move

With customer service, you’re signaling to your customers that you’re invested in the future — you’re a modern company that uses modern messaging services! You’re also showing that you care about their preferences and are proactive in offering what they want. Think about it… offering WhatsApp and Facebook Messenger integrations or live chat services is great, but is it amazing? You should definitely offer these services because a lot of customers will want to use them, and by diversifying your customer communication options you reduce the stress on your call agents. But at the same time, offering these services is no longer compelling. It’s basically free marketing for your company.