13 September 2024
551
10 min
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Why Use Telegram Bots for Communication with Your Customers
Competition for customer attention is increasing, and marketers are looking for new ways to engage an audience that no longer responds to traditional communication channels. One effective tool to address this issue has been messaging through Telegram bots.
Using this channel is not only cheaper than SMS and Viber, but the potential reach is quite high as well. Telegram has around 41 million monthly users in the European Union. The functionality of Telegram bots for automating marketing and customer service makes it an attractive tool for businesses.
In this article, we discuss the main benefits of Telegram bot for ecommerce businesses and share usage examples.
How Businesses Can Use Messaging in Telegram Bots
Let's look at several cases where using Telegram can enhance the efficiency of an ecommerce business's omnichannel strategy.
Time-Sensitive Offers
Information sent through a Telegram bot increases the likelihood that your news will be noticed. This becomes especially relevant when launching a weekend-only sale or a special event—communication in a Telegram bot can help boost conversion.
Seasonal Offers and Events
Preparing for Black Friday or a winter sale? Notify your bot subscribers. The multimedia capabilities of Telegram make messages stand out, using emojis, stickers, animations, and videos. Interactive content helps capture attention.
New Product or Back in Stock Announcements
Loyal customers waiting for a new release or the return of a long-awaited product will want to be the first to know. In this case, Telegram bot communication becomes the optimal interaction channel and gives subscribers a reason not to disable notifications.
Not only is this channel great for informing, but it also works well for reminding customers about scheduled events. Since people use Telegram frequently, the chance of your audience seeing event news increases.
Given that Telegram bot messages cost less than SMS and Viber, adding this channel to your communication strategy can optimize expenses.
Geotargeting
If you plan to open a physical store in a specific city, inviting subscribers through Telegram is convenient. By integrating your chatbot with Yespo's CDP, you can segment the audience by location and share relevant store-opening information with nearby users. We elaborate on this in the article.
This is also useful if your company is participating in a local event—invite your subscribers to visit your booth and meet in person. Special offers, discounts, and other tailored activities will further motivate subscribers to attend.
Personalized Offers Based on the Behavioral and Demographic Factors
According to Adobe’s research, 68% of marketers confirmed that their personalization initiatives exceeded target KPIs and revenue expectations. Therefore, using personalized content is a must-have for businesses striving for profitability.
How product recommendations work and what benefits they bring to ecommerce businesses, you can read in our guide on personalized product recommendations.
Trigger-Based Messages
Based on demographic and behavioral data, you can send trigger-based campaigns that increase customer engagement.
For example, encourage customers to return to an abandoned cart or items they viewed on the site but didn’t purchase. The likelihood that a user will open this message in Telegram is higher than in other channels.
Popular Ecommerce Triggers:
- Abandoned cart
- Abandoned view
- Birthday greetings
- Price drop on a viewed item
- Back in stock notification
I want to increase sales with trigger workflows
Cross-Selling and Increasing Average Order Value
Often, businesses use Telegram bots for customer service, such as connecting with support teams, order tracking, and expert consultations. This is the perfect time to recommend complementary products, extra warranties, or other on-demand items in the category.
Keep in mind
It’s important that the offer matches the customer’s interests, otherwise, it may cause irritation. At the same time, well-matched recommendations can increase the order value and strengthen customer loyalty. In Yespo CDP, you can also send multilingual messages depending on the language set for a contact in the system. How to set this up — you can read in our article.
Engaging Through Gamification
Conversion rates in gamified promotions are often higher than on traditional offers. Since users engage with Telegram daily, it’s a convenient tool for involving subscribers in interactive games.
A clear, fun game mechanic, a valuable offer, and appealing visuals all contribute to successful gamification. Read how to achieve results in other channels using this tool in our case study of the national tire operator, Shiny&Diski.
I want to learn more about using gamification
Surveys and Feedback Collection
Surveys are not only great for gathering timely customer satisfaction feedback but also for updating customer profiles and personalizing communication.
Examples of Surveys to Conduct Among Bot Subscribers
- Interaction preferences: Find out what type of information (discount news, new product arrivals, usage recommendations) your customers want to receive through the Telegram bot and how often.
- Customer profile: Ask which product categories are most relevant to the customer, as well as gather demographic data, contacts, etc.
- Interest building: Conduct a survey about products that are about to be released to spark customer interest.
Also consider offering customers a way to rate how convenient their ordering experience was.
Important
Telegram messenger has built-in functionality for surveys. To use the data collected for personalization, you’ll need to set up information transfer from the Telegram bot to your system (such as CRM or CDP). You can also conduct surveys through additional services and send that data to your CDP.
Mobile App Alternative
Developing a mobile app is a costly and time-consuming task for businesses. A Telegram bot is a simpler and cheaper alternative to this solution. Of course, it can’t completely replace an app, but basic customer service, sales automation, and marketing functions can be covered by its functionality. At least while the mobile app is in development.
Additionally, Telegram is available on simple devices that may not support the latest versions of your app. Therefore, communication via Telegram bot allows you to retain users who can’t receive notifications through your app.
How to Grow Your Telegram Bot Subscriber Base
Since Telegram bot messages can only be received by your subscribers, it’s important to put effort into expanding the bot’s audience. Here are a few effective methods you can start applying now:
Inform Users That You Have a Telegram Bot and Explain Why They Should Subscribe
So simple, yet not obvious at first glance. Your audience needs to understand why they should subscribe to opt in to receive updates from you. Post on social media or your blog, or add a widget to your site (preferably all of the above), to explain why it’s worth subscribing to your Telegram bot. Make it clear to customers what they will gain by subscribing.
Prepare Exclusive Offers for Telegram Bot Subscribers
Offer an additional 5% discount for subscribing, a promo code for certain product categories, or free shipping for orders placed through the Telegram bot. Customers need to understand the benefits of subscribing. It’s important that these offers are regular, valuable, and meaningful to your audience.
Avoid Overusing Promotions
Don't overuse promotions. It's even easier to unsubscribe from or mute a Telegram bot than it is from email. That's why it's important to maintain a balance between useful information and promotional activities.
Use this channel not just for promotional messages, but also share helpful collections, tips, and exclusive content. Ask your audience what kind of information they are interested in receiving here and how often.
Set up a Loyalty Program Registration via Telegram Bot
This simplifies the customer journey — subscribing to the bot and entering basic registration information is easier than filling out a form by hand or completing a long website registration.
A loyalty program makes it easy to attract users to subscribe to a bot because it offers clear benefits, like rewards or discounts, in exchange for simple actions. The promise of incentives encourages users to engage with the bot, and a fast, on-the-go registration process minimizes potential churn.
Automate Customer Experience Through This Channel
After placing an order, offer customers the option to track their order status and receive notifications through a convenient channel so they don’t miss when their item is ready for pickup or a shipping number is generated.
This is not only convenient for the customer but also helps them become accustomed to communication through the Telegram bot. The channel should become a familiar method of communication, increasing the likelihood of future interaction.
In conclusion
Message broadcasts through a Telegram bot help businesses maintain contact with customers through a convenient and familiar channel, optimize communication costs, and improve the efficiency of communication and conversion rates.
If you want to improve your audience engagement and business efficiency, fill out the form below — we’d be happy to help you connect your Telegram bot to the Yespo CDP and expand your audience interaction capabilities.
