Today, customers are active across multiple channels, and companies need to initiate conversations across multiple platforms simultaneously to keep the conversation going. A strong customer engagement strategy is key to ensuring business growth that should never be compromised. And a good strategy is incomplete without the implementation of conversational tools .
The benefits of conversational tools include special database personalized interactions, faster responses, and 24/7 availability, which is why companies are widely using chatbots to delight their customers. Gartner’s Customer Service Survey (CSS) report found that 54% of respondents use some form of chatbot or other conversational AI platform for customer-facing applications.
And one of these ways to optimize communication with clients is Telegram bots
Can Telegram Optimize Customer Engagement?
Telegram is an instant messaging app similar to WhatsApp or Signal. It allows you to chat with clients, send images or GIFs, share important files or documents as download links, and more.
But the company goes even further by providing customizable chatbots that can be tailored to your unique needs. These bots can help you automate repetitive tasks and manage customer interactions in a unique way.
Why Telegram Bot Is Better Than Other Chatbots
Telegram offers users the ability to create two types of accounts: one for personal use and one for business transactions (Telegram bots). There are many different messaging apps available on the market, but Telegram remains a great choice for your business due to its high level of security.
For example, there is a "Secret Chat" option where only the sender and receiver can read the messages. Unlike regular chats, it cannot be forwarded, and you can self-destruct messages or media files after a while.
When it comes to ChatBots , WhatsApp is Telegram's biggest competitor, but some features differentiate Telegram bots from WhatsApp bots:
Telegram boasts its simplicity and flexibility in developing bots. Anyone with no programming knowledge can easily create a bot for their business.
This is an open source app that does not ask for your phone number. A unique username for your bot is enough for customers to contact you while maintaining security and privacy.
Bot commands in Telegram bots are incredible features that allow you to request specific actions. The support team can use the / command to create a new bot, set a unique name for your bot, change the bot profile picture, create a token to link it to the CRM, etc.
The true strength of Telegram lies in its ability to integrate with CRMs. CRMs were originally designed for email interactions, but they gradually evolved and integrated with instant messaging platforms, providing a more efficient way to communicate with customers.
A Telegram and CRM integration allows your agents to centralize, organize and optimize communications. With this combination, you can improve customer service and increase sales opportunities.
Let's take a closer look at the integration of Telegram and CRM from Vtiger's point of view:
Improve your customer service by integrating Telegram Bot into Vtiger CRM.
Let me go back to the issue I discussed at the beginning of the blog, the scenario where you missed an important Telegram message from a client because you were not active on the platform. With a robust CRM integration, you won’t face such issues as all important communications can be accessed through a single window instead of switching between different apps. This way, you can facilitate effective communication and ensure more efficient engagement.
In addition to improving customer service, you can also maximize team productivity and efficiency with Vtiger Telegram integration by:
Linking your Telegram to Vtiger CRM using bot tokens
Combine all customer messages, requests and feedback from Telegram on a single platform. To do this, you should create a new bot with Bot-father and get a bot token. All your support data will be synced with your CRM system after adding the token to the Telegram module. Seamless access to information when needed.
Receive incoming messages directly from Telegram
You can respond to customer inquiries from Telegram without logging into the app. Plus, by assigning your bot a unique username, customers can easily find and interact with you on Telegram without requiring your personal details like email or phone number.
Sending messages from Vtiger CRM modules
