Telegram has moved beyond a simple messaging app, and has quickly become a popular tool for companies to engage with their users. Its versatile features support both one-way updates via channels, as well as interactive communities, where users can engage directly with each other and with the company.Telegram offers both public and private groups that facilitate direct interactions with customers. In this blog, we’ll explore specifically how to effectively provide support through Telegram groups and communities, leveraging various features and bots designed to optimize the customer service experience.

What is a Telegram Group?

Telegram groups are chat rooms where multiple users can interact in real time. These groups can be tailored to either a public or private setting, depending on the intended audience and purpose.

Two Types of Telegram Groups: Public & Private Groups

Public Groups

Public groups are open for anyone to join and are commonly used for medium and large-sized communities. For example, they might host a developer or marketer community, with a few hundred members, or expand to accommodate hundreds of thousands of members. This scalability is particularly popular in the crypto industry, where companies foster massive communities to keep users informed and engaged. While public groups are open, teams can take various measures to block bots from entering and prevent spam and scam in Telegram groups. 

Private Groups

Private groups, on the other hand, are restricted spaces where access is by invitation, either by an existing group member adding someone directly, or by sending an invite link. These groups are ideal for building closer connections with a specific audience segment and maintaining a controlled environment for sensitive discussions. In professional settings, these group chats are often used between supplier and client, or by two companies partnering up. The advantage of using a group compared to using, for example, email is that responses tend to be faster, and deals get closed and issues resolved more quickly. 

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Utilizing Telegram Topics

Telegram has recently introduced the concept of "Topics" within group chats, providing a structured way to manage conversations. Telegram Topics are essentially threads that help categorize discussions, making it easier for users to follow and participate in relevant conversations without having to sift through unrelated messages.

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Pros & Cons of Using Topics

Pros:

• Enhanced organization of conversations, especially beneficial in large groups.

Easier navigation for users looking to find or contribute to specific discussions.

• Ability to focus on distinct themes or areas of interest, fostering more meaningful interactions.

Cons:

• Managing too many topics can become complex and overwhelming for moderators and hard to use for community members
• Users may inadvertently post in incorrect threads, leading to miscommunication.
• Not all users may be familiar with how to effectively navigate or utilize topics 

Providing Customer Support

Offering customer support through Telegram can be a strategic move for startups, tapping into the app's real-time and personalized engagement capabilities.

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Supporting Users in Groups with AI

In Telegram groups, community members or moderators typically address questions posed by users. This approach not only provides immediate support but also encourages community-driven assistance. Utilizing a tool like Mava’s public AI assistant for Telegram can further streamline your support, answering support questions 24/7, based on company documentation. The AI bot can be used across large public groups, as well as smaller groups between companies. 

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Supporting Users in Groups with Tickets

For businesses managing multiple Telegram groups, even with AI assistance, keeping track of requests across dozens or even hundreds of groups can still be challenging. To stay organized, we recommend creating folders to categorize clients and prospects, ensuring that high-priority clients receive the attention they need.

Mava also enable you to use commands in group chats, to create support tickets that can be managed via Mava's support dashboard, to help you manage requests across a large number of group chats.

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Handling Private Queries

For private or sensitive inquiries, deploying a Telegram customer support ticket bot is recommended. Bots help with managing and triaging the inflow of customer support requests, offering structured, ticket-based support systems. This ensures that issues are tracked, prioritized, and resolved systematically and can be answered by your entire team from one place. Typically, community members would find out about a support bot in the group’s description or via a Telegram Topic dedicated to “customer support tickets”. 

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In conclusion, Telegram groups offer a valuable channel for building an engaged community, yet providing effective customer support within them can still be challenging. By understanding the differences between public and private groups, using topics to organize conversations, and integrating bots for efficient query management, startups can significantly enhance their customer service efforts. While Telegram groups are primarily designed to foster community bonds—which is essential for growth and success in a competitive market—using the right tools can still make them a viable support channel. With the right setup, businesses can provide a positive support experience while reaping the broader benefits of a vibrant community.

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