How to use Telegram as a customer service channel

The messaging app Telegram is getting more and more popular. The app already has over 500 million monthly active users. With Telegram, you can send messages, photos, videos, and files of any type. Telegram is known for its secure privacy policy and speed. It’s mostly used in Asia and on Android devices. But what if you want to use Telegram as a customer service channel for your business?

In this blog, you’ll learn:

• 3 benefits of Telegram
• 5 ways to use Telegram as a customer service channel
• How to use Telegram with your customer service team

Let’s dive in.

3 benefits of Telegram

When it comes to customer communication, a lot of businesses are concerned about privacy and security. However, Telegram is actually known for its secure app. That's why the 3 most important benefits of Telegram are:

• End-to-end encryption. Your conversations are completely encrypted from end to end if you use the secret chat mode.
• Self-destructing messages. You can set up a period of time after which you want messages to be deleted.
• Large file sizes. Telegram supports file attachments up to 2GB. So you can send your customers finally some bigger files.

5 ways to use Telegram as a customer service channel

If your customers are active on Telegram, it’s a good idea to be active on the app too. After all, you want to be on all your customer's favorite channels. Even if it's just a small percentage of your customers. There are multiple ways you can use Telegram as a customer service channel. We’ve summed up five.

1. Telegram groups

If you want to communicate with a large group of your customers, you can easily create a Telegram group. You can access the messages in the group on any device. You can also make groups public and pin important messages to the top, so all members can see them. Telegram allows you to make groups of up to 2000 members. With Telegram groups, you can communicate directly to a big chunk of your customers.

2. Telegram channels

The second interesting way to boost your customer service is to start a channel on Telegram. You can use it to keep your customers up-to-date about the latest information, sales, promotion, new collections and more. You can also send broadcasting messages to your customers in the channel and track view count.

3. Sharing large files

Instead of sending a follow-up email with the new fall brochure, you can now send files to your customers on Telegram. This way, all your customer communication happens in one place. You can forward the file or access them from any of your other devices, including your computer. Telegram allows you to send content up to 2GB.

4. Video calling

What if your YouTube webinar could be on Telegram? With Telegram, you can start a video call with up to 1000 viewers. This allows you to update your customers about new features or for example broadcast your new fall collection in one app. You can also offer live support during these calls. On top of that, you can share a presentation or screen during the video.

5. Voice messages

The last way to use Telegram as a customer service channel is via voice messages. You can send voice messages to your customers or prospects in channels, private conversations or groups. This way, you can inform a large group of customers about product releases or promotions, or quickly help an individual customer with a question.

How to use Telegram with your customer service team

So there are multiple ways you can use Telegram as a customer service channel. But what if you work within a team? You want to make sure you can collaborate efficiently in Telegram. You could ask everyone in your team to download the app, but it's much more efficient to integrate Telegram in a customer service platform.

This way, you can combine Telegram —together with all your other communication channels— into one platform. So every message ends up in the same inbox. The inbox you and your team are all managing together. That’s a lot more efficient, right?

Use Telegram as a customer service channel with Trengo

Do you want to use Telegram as a customer service channel? In Trengo you can combine all your channels —including Telegram— into one platform. Stop switching between different platforms and save your customer service team time.

Frequently Asked Questions (FAQs)

Can I use Telegram for customer service?

Yes, Telegram is an excellent channel for customer service. You can use Telegram to communicate with customers in real time, offer support through private chats, groups, or channels, and even host large communities or webinars. Telegram supports multimedia messages, voice notes, and video calls, making it versatile for troubleshooting, updates, and proactive support. Businesses can also pin important messages and manage up to 200,000 members in groups, ensuring scalable communication.

How do I set up a Telegram account for my business or support team?

To set up a business or support account, subscribe to Telegram Premium, then create a Telegram business account by going to ‘Settings’ > ‘Telegram Business’ and following the prompts. You can set up a public or private channel, add your business details, and invite team members or customers. Telegram business accounts allow you to showcase business hours, location, and use features like quick replies and automation for efficient support.

How do Telegram bots work for handling customer inquiries?

Telegram bots automate customer support by answering FAQs, handling routine queries, and providing instant responses. You can create a bot using the Telegram Bot API or no-code platforms, then integrate it with your customer service workflow. Bots can manage conversations, share product information, process orders, and escalate complex issues to human agents. Platforms like Trengo support Telegram integration, enabling you to manage bot and human interactions from a single inbox.

Can I automate responses on Telegram for FAQs or common issues?

Yes, you can automate responses using Telegram bots or by enabling auto-reply features in Telegram Business. Bots can be programmed to recognise keywords or questions and send instant, accurate answers. For more advanced automation, use third-party platforms like Trengo, which allow you to build flows for FAQs, order tracking, or appointment scheduling, reducing manual workload and improving response speed.

Is Telegram suitable for 24/7 customer support?

Absolutely. Telegram supports round-the-clock customer service thanks to bots and automation. Bots can handle enquiries at any time, ensuring customers always receive a response, even outside business hours. For more complex cases, bots can escalate issues to live agents or collect details for follow-up, ensuring continuous support.

How secure is Telegram for handling customer conversations?

Telegram is known for its strong security and privacy features. All messages are encrypted, and Secret Chats use end-to-end encryption for maximum privacy. Businesses can also use features like self-destructing messages and secure file sharing. Telegram’s robust privacy controls and encryption protocols make it a safe choice for handling sensitive customer data and confidential conversations.