Introduction

Every business is looking for innovative ideas to reach their paying customers & potential customers via digital means. Calls & emails are not providing them with the results they need, as people find messages more convenient.

Out of the several messaging applications, Telegram is gaining popularity in recent times. Approximately 8.7% of the world population uses the Telegram app.

With more than 700 million active users per month, Telegram makes for a great platform for marketing your business to connect and engage with customers. The app has seen a growth of almost 230% in active users in the past 5 years with nearly 1.5 million people joining Telegram every day.

In this blog, we’ll explore more about Telegram, and Telegram bots, & will learn how this messaging app can help businesses in transforming their customer service.

Why Telegram For Businesses?

Like any cloud-based instant messaging & communication platform, Telegram allows its users to send text messages, voice messages, and multimedia files, and conduct voice & video calls as well.

One of Telegram’s key USPs is its focus on privacy & security. It has features like secret chats, self-destructing messages, and two-factor authentication, & can hide the sender’s identity in group chats. These security features attract people to this app, especially in developing countries like India. If a business is targeting India for marketing its products or services, Telegram could help them reach its goals easily.

Another great feature of Telegram is its ability to create large groups of up to 200,000 people. This is also a helpful feature for business marketing, as it will be easy for them to segment customers based on their preferences & interests and send them relevant messages.

Telegram Bot as an Influencer for Customer Experience

Leveraging the reach of Telegram, businesses can revolutionize their customer service operations by integrating Telegram Bots. A Telegram bot is intelligent enough to offer a wide range of capabilities such as automated responses, personalized experiences, a seamless & efficient customer support system, & more.

Telegram bots can interact with users over the platform. The AI-powered bots can be customized as per the specific needs of a business, and offer an array of features to enhance customer service:

Automated Responses: Customers hate it when they have to wait in long call queues to get a response from their favorite brands. Telegram bots can help businesses reply instantly with accurate information to customer inquiries. These automated replies ensure that the customer receives a response quickly, even outside of business hours.
Personalized Experiences: 76% of consumers say that they are more likely to purchase again from a brand that offers personalization. Telegram bot is capable of offering personalized experiences by analyzing the user data such as their preferences, interests, etc. They also help by offering tailored recommendations, which fosters meaningful interaction & great experience with customers.
Multimedia Support: Telegram is known for offering rich media support such as images, videos, documents, voice, stickers, etc. This enables businesses to utilize the same for sending detailed & rich content to their customers.

Benefits of Telegram Bot API For Customer Service

Telegram Chatbots empower brands to reach, target, and engage with prospects by automating Customer support services and minimizing the manual work. Here’s how brands can benefit from integrating Telegram Bots into their sales, marketing, and customer service functions:

24*7 Availability: Customers can come with an inquiry any time of the day. And businesses should answer & address them promptly regardless of the time zone or business hours. The Telegram bot is capable of doing so by offering round-the-clock customer support.
Scalability: Telegram bots can handle multiple customers at a given time, which allows businesses to interact with large volumes of customers efficiently. This also doesn’t compromise anywhere on the quality of service.
Cost Effective: Enabling a bot can also be financially beneficial as it reduces the extensive human resources required. It frees up human resources to focus on more complex & specialized tasks.
Quick Response Time: Customers love getting instant replies & Telegram bots ensure that they get a quick response with correct information. This reduces customer wait times & improves response metrics like average response time, & first response time, resulting in enhanced customer satisfaction.
Data Collection: Telegram bots can also get valuable customer data insights including preferences, feedback, & frequently asked questions. This data is used by businesses after analyses for making informed decisions, improving customer service quality, & others.

Use Cases of Telegram Bots For Customer Service

Telegram is free for all platform with an ever-growing user base. It’s also one of the quickest ways to reach your customers anytime, anywhere, and on their preferred platform. Hence, Telegram Chatbots can be used by a variety of industries to improve brand awareness, increase customer satisfaction scores, and drive ROI:

E-commerce: Telegram bots can assist e-commerce customers with various messages like product inquiries, order status, order updates, etc. This also helps in offering personalized recommendations based on the purchase history, preferences, & interests of customers.
Banking & Finance: Telegram bot handles common banking questions of customers such as account balance inquiries, fund transfers, transaction history, etc. Customer service is also provided through these bots.
Travel & Hospitality: The travel industry uses these Telegram bots to offer customers information about flight bookings, hotel reservations, travel itineraries, etc. The same bots can also be used by the industry for answering frequently asked questions, offering recommendations, & customer support.
Healthcare: Healthcare providers utilize the power of Telegram bots for offering appointment scheduling, medication reminders, health information, & more.
Food & Beverage: These bots can streamline the food ordering process by enabling customers to browse menus, place orders, make payments, track delivery status, & get personalized offers from the Telegram platform.

Conclusion

A typical Telegram user spends 2.9 hours a month using the application. It’s high time for businesses to act fast in utilizing the power of this platform from a customer service point of view.

Let people get customer support at a platform where they are already present, spending a lot of their time, & are familiar with. Gupshup can help you get there with its Telegram