Introduction
The first chatbot, Eliza, dates back to the year 1966, yet this technology had to wait a lot to flourish at scale. The interest of businesses in the chatbot industry started in 2019 & the industry reached a new height after the pandemic.
To keep going, a huge number of shops turned into online stores & started facing new challenges. They started implementing chatbots to cope with customer service issues initially.
Customers have also become used to interacting with chatbots in the past few years and are more likely to do the same in the future. As per a Tidio report, 62% of customers don’t find it convenient to wait for human agents to answer their questions instead would prefer using a chatbot.
Online customers usually wish to save time & hence about 69% of them prefer interacting with a chatbot to reduce the wait time & get quick responses. 65% of customers also find it easy, comfortable, & convenient to handle an issue without human interaction.
Messaging bots are becoming essential tools for businesses, and one such popular bot is Telegram messenger API. The Telegram bot has several innovative use cases for businesses beyond customer service.
Let’s find out more about the Telegram bots, their working & various use cases.
What is Telegram Bots?
Telegram bots are programs that can automate messenger chats over the platform. It acts like a chat partner with additional features. It can be trained to perform certain pre-defined tasks independently, based on the business requirements.
1.4 billion people use various messaging applications & are eager to communicate with chatbots. 700 million out of this number use Telegram which makes it an essential tool to be used by businesses for multiple purposes/ use cases.
How Does Telegram Bot Work?
Telegram Bots can be built either with the help of Telegram Bot API or by a bot service provider. The messaging app offers a set of tools & protocols for creating & managing bots. The bot is made to send & receive messages, images, files, & other forms of content, along with accessing user information & managing groups.
The Telegram bots receive inputs in the form of either text messages or commands or others. These are made to understand natural language with the help of the NLP (Natural Language Processing) technique. They can also be designed to rely on predefined commands to understand user input. These bots process the input, look for an appropriate answer, & send it back to the user.
These bots are also integrated with other applications or external services for offering additional functionalities. This integration opens space for businesses to utilize the true power of Telegram bots for many purposes.
Use Cases of Telegram Bots
Customer Support
74% of internet users prefer to interact with bots while looking for answers to simple or common questions. This calls for the implementation of bots by businesses to enhance their customer service & offer customer satisfaction.
Customer support is one of the biggest challenges for any business & is also the most common use case of Telegram bots. Businesses looking to invest in a bot to automate responses to frequently asked questions, product/ service details, & many other kinds of simple customer inquiries.
Telegram bots are the best way to provide customers with quick responses, eliminating their wait time, & improving customer satisfaction.
E-commerce
The importance of bots in the E-commerce industry is on another level. Telegram bots can help online shoppers by providing them with personalized recommendations along with amazing deals, navigating through product catalogs, processing transactions, etc.
A Telegram user, on average spends 2.9 hours a month on the platform, what can be better for them if they can perform all the tasks right from searching for a product to ordering it & getting shipping updates from the Telegram platform itself?
This use case of bots in Telegram for Business has a lot of potential as it ensures a seamless shopping experience for the users without juggling multiple apps.
Content Distribution & Marketing
A Telegram bot is a master in content distribution. It enables businesses to share relevant content with customers & promotes your brand like a pro. Businesses can share valuable content with customers such as updates, news, event information, etc.
Sharing content with your customers will keep them informed & engaged at the same time. This use case of the Telegram bot will also drive & increase the traffic to your business website & social media channels.
90% of people open a message within three minutes proving that there can’t be a better way to share content & promote your business.
Managing Group Chats
Businesses can also utilize the power of Telegram bots in managing customer groups. Telegram offers a group size of 200,000 members which is a great way for businesses to segregate their customers into different groups & send them relevant content.
Telegram bot can assist businesses in engaging these group members by sharing information and initiating discussions like polls & Q&A sessions, etc.
Engaging a huge number of group members results in a positive impact on business & good group experience for all members.
Boosting Productivity
Telegram bots can also be used as assistants for businesses. Brands can automate their routine tasks like sending reminders, managing to-do lists, etc.
This not only frees your employees to work on more complex & important tasks but will also end up staying focused on their goals. These can also be integrated with other third-party tools like Google Calendar to boost productivity.
Gathering Feedback & Conducting Surveys
Telegram bots are also being used by businesses for conducting surveys & gathering feedback from customers. These bots can ask questions, collect responses, & analyze the data to present valuable customer insight.
This data is extremely useful for businesses in making new strategies, enhancing product/ service quality, understanding customers, & more.
Conclusion
Telegram bot has a long list of use cases that can benefit businesses in multiple ways. There is no question about the usefulness of Telegram bots & businesses of all sizes are utilizing its powers.
Connect with us to learn how Gupshup can help your brand develop the bot for your business requirements.