Feedback bot Telegram — how to make it?

Feedback is an important part of any successful business, and a feedback bot in Telegram is the simplest way to collect it.

To improve products, services, and customer relationships, companies need to know what their customers think.

With the Telegram messenger platform, you can create a feedback bot that will collect this data automatically.

In this article, we will discuss how to create a feedback bot in Telegram, and include an overview of feedback standards such as Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), as well as other best practices for collecting feedback.

Telegram Feedback Bot — Creation Process

• Bot creation: To start, you need to create a bot in Telegram. This can be done by contacting @BotFather in Telegram. Here you can register a new bot and get an API token, which will be used for programming the bot.
• Programming the bot or connecting it to a bot management platform (bot builder): The next step is to program the bot. The bot should be able to send questions to the user and collect their answers. The easiest way to do this is to use a bot builder or bot management platform — usually, no programming knowledge is required, and the bot logic is created in a simple builder. You can also use various programming languages, such as Python or JavaScript, and libraries like python-telegram-bot or node-telegram-bot-api.
• Choosing a feedback standard: Your bot can use various feedback metrics, including NPS, CSAT, or CSI.
  • NPS: Net Promoter Score measures how likely customers are to recommend your company to others. It is determined on an 11-point scale (from 0 to 10), where 0 means “definitely would not recommend,” and 10 — “would definitely recommend.” You can use this question as part of the survey conducted by your bot.
  • CSAT: Customer Satisfaction Score measures the level of customer satisfaction with a product or service. This is usually rated on a five-point scale, where 1 means “completely dissatisfied,” and 5 — “very satisfied.”
  • CSI: Customer Satisfaction Index is a more “detailed” version of customer satisfaction assessment.
  • Your custom option: you can also move away from well-known principles and collect feedback in any format, for example with three options — “good, average, bad” or however you like. What’s more important here is the next point ⬇️.
  • Data analysis: After collecting the data, you should analyze it to determine the level of customer satisfaction and their preferences. Otherwise — what was it all for?) You can use various tools for data analysis, such as Google Sheets or Excel.

Best Practices for Creating Bots and Collecting Feedback

• Transparency: Be transparent with customers about how and why you collect feedback. This will help build trust and increase the likelihood of receiving quality feedback.
• Short surveys: Long surveys can scare off customers. Aim for short and specific questions to make the process as simple as possible.
• Use of buttons: one of the important features of a Telegram bot is the ability to use buttons, which regular users do not have. Buttons fantastically increase user engagement — pressing a large, visible button on the screen is much easier for the user than hitting the tiny “5” button on the on-screen keyboard and pressing “Enter.”
• Improvement/correction questions: if you receive a negative rating from a customer, include clarification questions in the bot — what went wrong, offer the customer options, as well as the opportunity to write what they didn’t like themselves.
• Regular updates: Regularly update and adapt your feedback questions to reflect current conditions or needs.
• User engagement: Instead of waiting for users to come and leave feedback themselves, actively engage them. For example, the bot can offer the user to leave feedback after completing a certain action.
• Data analysis: Make sure you analyze the collected data and use it to improve your products or services.

Initiating Subscription to the Telegram Feedback Bot

A feedback bot in Telegram can message a user ONLY IF the user has already messaged it before (or at least — pressed the “Start” button). This is called “subscribing” — such a user becomes a “subscriber” of the bot.

To be able to message people, different tactics are used.

Using a bot with a lead magnet: there is a lead magnet on the website, to get which — you need to message the bot. Then, if the client buys something — the bot can send them a feedback question.

Offering to subscribe to the bot to receive benefits: these can be discounts, useful materials, or something else.

Participating in a webinar via the bot: you hold a webinar, but the link to it must be obtained from the bot — thus, everyone interested becomes a subscriber.

Offline promotion: don’t forget that you can also advertise your bot offline — via a QR code and placing it in a visible spot in your store or office.

Feedback Bots in Other Messengers

Although Telegram is a very popular messenger, not everyone likes it, and many users prefer to stay in other messengers.

It’s probably not worth ignoring your customers just because they don’t like Telegram. Therefore, when choosing a platform to manage your bot, you should consider being able to implement a similar bot in other messengers as well, so you don’t have to deal with a bunch of different platforms.

One of the best bot builders for different messengers is Chotam.io — it is a simple and reliable bot where you can easily implement feedback, and which supports all popular messengers — WhatsApp, Telegram, and even, for example, Odnoklassniki (which very few support).

A feedback bot in Telegram is a powerful tool for understanding the needs and desires of customers. Using NPS, CSI, and other feedback collection methods, you can get valuable data that will help you improve your product or service and increase customer satisfaction.