Telegram
Telegram for Business: Multi-Chat Handling, Reporting
Social media and written communication tools are being used more and more every day. With over 500 million users, Telegram holds an important place among these messaging applications. With Frontier and Telegram integration, you can answer messages coming to your Telegram account from a single platform. With Frontier, you can also provide service to your customers who prefer to use Telegram and improve your customer experience.
Advanced Chat Handling Menus
With Frontier’s Telegram integration, similar to the Interactive Voice Response (IVR) system for incoming calls, you can also create a flow for incoming chats. With our system called ICR (Interactive Chat Response), you can distribute incoming chats based on various criteria such as agent competency or the number of chats being handled. You can view your customers’ information via CRM through integrations and provide the most suitable service to your customers.
Offer a Personalized Experience to Your Customers
With Frontier Telegram integration, you can send automated opening and closing messages and provide information to your customers. With CRM integration, you can automatically use your customers’ names while providing information. With self-service features, you can offer 24/7 service without a customer agent and meet demands even outside of working hours.
Multi-Chat Handling
With Frontier’s Telegram integration, your agents can handle multiple chats simultaneously, and managers can set instant chat limits for their agents. Unlike voice communication channels, you can manage written channels where an agent can communicate with multiple customers simultaneously from a single screen with the Frontier Platform, thus preventing your agents from navigating between different screens and increasing your efficiency.
Reporting
With the Frontier Platform, you can instantly access the chat records between your agents and customers, as well as review past correspondence. You can view actively ongoing chats on the Supervisor screen, access historical chat records on the reporting screen, and make evaluations. You can track agents’ chat performance and provide feedback to them using Frontier Quality Assessment Forms.
Chat Opportunity on Different Platforms
With Webchat, Telegram, WhatsApp Business, and Facebook Messenger integrations, you can handle and evaluate chats coming from all your written channels through a single screen using the Frontier Cloud Call Center System. With the chat flows you create, you can distribute chats to agents based on their competencies, channels, or in sequence, and report all channels individually. As a result of the reporting, you can access statistics regarding written channels and measure efficiency.
How Can We Help Your Business To Grow?
You can have the opportunity to try our products by filling out the demo request form below.