One of the most important business tasks that Telegram solves is customer support. Calls and emails have long been giving way to messengers. According to WeAreSocial statistics, users spend at least 2 hours a day in messengers and social Telegram Helpdesk or networks. They search for information, communicate with loved ones and colleagues. It is obvious that it is easier for users to contact a company in the channel that is familiar to them. Telegram can become the main support channel, for example, for SMEs, or an additional support channel.
What are the advantages of Telegram as a channel for user support:
Quickly send and receive messages. Contacting via messenger saves time for the client and the company. The client does not need telegram marketing to wait for the operator to answer the phone, and the support operator can use text templates to answer frequently asked questions and work with several clients at once, which is impossible during a phone conversation.
Ability to provide 24/7 support
You can assign a separate operator for the night time. You can also create a chatbot that will answer questions according to a script. If it does not find a suitable answer, it will collect the user’s data so that an operator can contact him the next day. Bots for work automation can be useful not only during non-working hours. For example, during working hours, they can take over some of the operators’ workload. Users will be able to choose whether to communicate with the bot or call the operator for help. In the standard version, Telegram supports sending any files up to 2 GB. These can be images, videos, voice messages, links, documents, and files with any extension.
Telegram Helpdesk or for sales
With the help of Telegram, a company can not only convey information to subscribers, but also stimulate sales. Launch advertising in Telegram Ads. Advertise products or services in other Telegram channels. Talk about products/services in the company channel Send mass mailings to your customer base with special offers, promotions, and sales. We have already discussed in more detail how to stimulate sales through messengers in the article “Messenger Marketing: A Complete Guide to Marketing in Messengers”.
How to Create a Business Channel in Telegram
If you don’t have your own channel yet, we’ve prepared a short step-by-step guide. Install the Telegram app, go to the menu email marketing: supercharging your email marketing campaigns and select “Create channel”. Enter the channel name and select an avatar. Next, select the channel type: public (available in search and open to all users) or private (access via invitation link). Enter the channel link in Latin letters and numbers. Done. Now you have a channel where you can publish all the information you need. After creating a channel, don’t forget to tell your customers about it. You can create an email newsletter, tell about the channel on your website and in other social networks. The channel can be promoted using targeted advertising and contextual advertising, Telegram Ads, in advertising publications in popular Telegram channels.
How to make work with Telegram and other messengers more productive
As a rule, companies use several channels to communicate with clients: WhatsApp, Telegram, VKontakte, chat on the website, etc. With mobile lead the traditional approach, this looks like chaos from a dozen open tabs. As a result, operators lose messages, respond to requests for a long time, the entire history is stored in a disorderly manner on employees’ phones, and there is a high probability of data leakage.
You can protect yourself, user data and structure work with incoming messages using the messenger and social network aggregator Umnico. It will collect all requests in a single window, to which all operators will be connected. The data will be securely stored on servers, and a dismissed employee will not be able Telegram Helpdesk or to take the client base with him.
