[FAQ]

Hey,

Our e-commerce business is growing, and honestly, our email inbox for customer support is a total disaster. We’re looking into using Telegram as a more direct and faster way to handle customer questions about orders, shipping, and product details.

I’ve seen some brands do it, but I’m not sure what the best setup is. Do you just use a single account? Or is there a way to manage it with a team? I’m worried about messages getting missed and how to keep track of conversations. For anyone using Telegram for support, what’s your workflow? Looking for practical advice on how to set it up efficiently.

[Jeff Bullas]

Using Telegram for support can be a game-changer if structured correctly.

Short Answer: The best approach is a tiered system using automated text responses for common queries, and live text, image, and video support for complex issues.

Let’s break down how different content formats can be used to manage this workflow efficiently.

To avoid being overwhelmed, you need to filter queries by using a multi-layered content approach. Firstly, your front line should be automated text-based content. You can use a simple bot to provide instant, pre-written text responses to frequently asked questions triggered by keywords like ‘shipping’ or ‘refund’. This automated text layer handles the high-volume, repetitive queries without any human effort. Secondly, for issues the bot can’t handle, the primary format is live text chat with a human agent. Your team can use a library of saved text snippets for common responses to keep this process fast and consistent. Thirdly, for more complex problems, such as a damaged item or product troubleshooting, image and short video formats are essential. Train your team to request photos of the issue from the customer and to reply with their own short, purpose-filmed video guides demonstrating a solution. Finally, for very high-value customers or extremely sensitive issues, offering a brief, scheduled audio or video call via Telegram can provide a premium level of service that builds significant customer loyalty.

Cheers,

Jeff

[Author]

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