Mobile-First Customer Service Automation for Free [2025]

Customer service automation helps businesses respond quickly to customer needs, even without adding extra staff. Telegram, among its many advantages, has proven to be an excellent platform for customer support, benefiting companies and organizations of all sizes.

In this article, you will learn what customer service automation is, why a mobile-first approach is essential, and how you can quickly set up automated customer service without needing any coding skills.

What Is Customer Service Automation?

Customer service automation uses software or chatbots to manage common customer questions automatically. This allows your team to focus on more complicated tasks.

Benefits of automation:

• Always available: Your customers get support 24/7.
• Immediate responses: Customers receive instant answers.
• Consistent answers: Information provided is always accurate.
• Easy to grow: Automation helps you easily handle more customers.

Why Use Telegram for Automated Customer Service?

Most customers today use their phones to contact support. Providing support through a mobile-first app like Telegram ensures you are easily reachable where your customers already spend time.

Telegram has over a billion monthly active users worldwide. Using a branded, customizable chatbot on Telegram lets customers connect with your business quickly and effortlessly.

SUCH bot builder is a Telegram-based tool that allows you to create support and feedback bots in seconds without any coding. Features that make these bots powerful customer support tools include:

• Broadcasting messages to all your bot users.
• Providing support as a team through one bot.
• Assisting multiple users within a single group chat.
• Managing customer interactions via a powerful and simple web app.
• Automating responses using advanced OpenAI chatbot models.
• And many more helpful features.

Setting Up Your Free Mobile Customer Service Bot

Creating your customer support bot is very easy with SUCH, a free and simple chatbot builder. Here's how:

1. Create Your Bot:
   • Open Telegram.
   • Send /new to @SUCH.
2. Get a Bot Token:
   • Message @BotFather and type /newbot.
   • Follow the instructions and copy the token.
3. Activate Your Bot:
   • Return to @SUCH.
   • Paste your token.

Now, customer messages will show up neatly organized in the SUCH web inbox.

Organizing Customer Support Chats

SUCH automatically organizes your customer chats into clear, user-friendly folders:

• Open: Chats that need immediate responses.
• Snoozed: Chats scheduled for later follow-up.
• Closed: Chats you've already resolved.
• Muted: Chats that won't trigger notifications.
• Blocked: Chats from banned users.

Your team can easily reply through the SUCH web app. Just click the "Open Chat" button beneath the message notifications. All messages stay synced between the Telegram group and the web app, keeping everyone updated.

How to Automate Your Customer Support

Turning your SUCH bot into an automated support agent is easy:

1. Access Your Bot’s Settings:
2. Open the SUCH web app, select your bot, and go to the "Bot AI" section.
3. Enable AI Automation:
4. Activate the AI assistant by toggling it on.
5. Configure Instructions and Knowledge:
   • Add clear instructions for your bot. To automatically handle customer support queries, select "Support bot" instead of "Custom bot".
   • Provide your bot with knowledge. Enter short, clear blocks of information your bot will use to understand questions and provide accurate answers.
6. Set Up a Welcome Message:
   • Write a friendly greeting your chatbot sends automatically when a user starts a conversation.
7. Inform Users How to Reach a Human:
   • AI-powered SUCH bots can notify human agents when users type "/human", ensuring smooth escalation when necessary. You can add this in your welcome message.
8. Test Your Bot Regularly:
   • Regularly test your chatbot to ensure it provides correct and helpful responses. Adjust your bot’s instructions and knowledge as needed.

Update your bot regularly, based on customer interactions, to keep your automated support effective and helpful.

When to Use Live Chat Instead of a Chatbot

Chatbots offer many advantages over live chat. However, there are times when human support is necessary, or your users might prefer speaking directly to a person.

Here’s a quick comparison of when each method works best:

FeatureChatbot (Automated)Live Chat (Human)SpeedInstant, easily handles multiple usersSlower, limited by human speedCostAI credits cost much less than human laborHigher staffing costsAvailabilityAlways available (24/7)Limited hoursComplexityIdeal for common questionsBest for complex issues

Using chatbots for routine queries helps your team focus on complex tasks. If your customers prefer human support at any time, they can simply type /human to talk directly with your support team.

Start Quickly, Improve Continuously

Creating a chatbot with SUCH is quick and easy. Start simple by answering common questions first, then use customer feedback to improve your automated responses over time. Soon, most of your support workload will be handled automatically.

Mobile-first customer service automation is now accessible and easy to use, thanks to free tools like SUCH. Build your automated customer service today, and offer faster, more consistent, and cost-effective support for your customers.

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