Seamless integration of telegram with salesforce for faster customer support and higher efficiency
Our client provides a leading consumer authentication service for modern merchants. They focus on increasing payment authorizations, reducing chargebacks, and monitoring fraud, helping e-commerce businesses securely grow while maintaining compliance.
The client’s sales team previously communicated with customers and coordinated with product specialists using the Telegram app, manually adding them to group chats. They faced inefficiencies in managing these interactions, as Telegram was not integrated with their Salesforce system. The client wanted a way to automate customer interactions, track Telegram data, and centralize communication for better case management and improved customer service.
Technology Mindz integrated Telegram with Salesforce using the Telegram API, creating a unified platform for communication. We implemented a Telegram bot to automate responses and reduced manual tasks. Additionally, we built custom Salesforce objects to track Telegram data, including participants, messages, and cases, streamlining the entire customer support process.
Telegram was being used separately from Salesforce, making it difficult to track and manage customer interactions effectively. Conversations were not centralized, which led to inefficiencies and communication gaps between teams.
The client lacked an automated system for managing cases raised by customers on Telegram. Sales and support teams had to manually log and track these cases, which was time-consuming and resulted in slow response times.
Without an integrated solution, product specialists had to be manually added to group chats, consuming valuable time. This manual process not only delayed response times but also led to a lack of consistency in managing customer inquiries.
The lack of integration meant that valuable customer interaction data from Telegram could not be captured or analyzed within Salesforce. This prevented the client from leveraging insights to improve customer service or track key performance metrics.
- We integrated Telegram with Salesforce using the Telegram API, centralizing communication and enabling the sales and support teams to manage all customer interactions from within Salesforce. This eliminated the fragmentation between systems.
- To efficiently track and manage customer interactions, we created three custom Salesforce objects- Participants: To track users in the conversation, Telegram Chat Messages: To capture both inbound and outbound messages, Telegram Chat Cases: To manage and resolve customer cases raised through Telegram.
- We introduced a Telegram bot, which acted as a dummy account for product specialists. This bot was linked to Salesforce as a user, allowing product specialists to be automatically included in the conversations without manual intervention, saving time and reducing the workload on support teams.
- We also developed a Lightning Web Component (LWC) within Salesforce that mirrored the Telegram official app’s UI, making the interface familiar and intuitive for the users. This seamless integration improved user adoption of Salesforce and simplified communication with customers.
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90% Faster Response Times: By automating the communication process with the Telegram bot and integrating it with Salesforce, the client was able to reduce the time spent on manual case management. This resulted in a 90% improvement in response times, enabling quicker resolutions for customer queries.
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75% Increase in Productivity: The integration of Telegram with Salesforce allowed the sales and support teams to automate routine tasks, reducing the need for manual effort. This led to a 75% boost in team productivity, as teams could now focus on higher-value tasks instead of repetitive work.
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40% Increase in Customer Satisfaction: The enhanced communication efficiency and faster response times led to a 40% improvement in customer satisfaction. Customers appreciated the quick and automated responses, contributing to a more positive experience and fostering loyalty.
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Improved Case Management: With custom objects and streamlined tracking, all Telegram interactions were logged and managed in Salesforce. This increased visibility into customer cases and improved the overall case resolution process, ensuring a better-organized workflow for the support team.
