VIP members of Telegram and Discord channels expect a high level of support that's more personalised and proactive than what standard users receive. Looking after these VIPs by providing excellent support can boost loyalty and encourage more users to invest in this premium service.

Thankfully, it is very easy to offer effective, standout VIP support in Telegram and Discord because of a number of features. We’ll break down what VIP support is and then show you how to set up VIP support across both of these channels.

What exactly is VIP support?

VIP support involves providing priority assistance to a select group of very important members who are particularly valuable to a brand’s community.

These members could be thought leaders or have been around long enough that they qualify for this VIP status. This enhanced service usually involves faster response time using dedicated communications channels that are manned by more experienced support staff.

To go beyond even this, personalised follow-ups, exclusive offers, and proactive support can help make VIPs feel genuinely appreciated and seen by community moderators.

How to set up VIP support in Telegram

You can create dedicated invite-only groups or channels within Telegram that act as dedicated spaces for VIP members to get their queries answered by AI-assisted software, such as Mava, as well as human agents.

The status of these members means that only trusted admins or moderators should be assigned to these groups, as they are best placed to answer questions quickly and thoroughly.

To ensure questions are answered as quickly as possible, a ticketing or automation bot can capture VIP requests and automatically route them to the designated support person in charge of that VIP area.

Pinned messages within these areas can include relevant information and important resources, as well as direct contact links to further reduce the time VIPs are waiting for answers.

Keeping VIPs in the loop about the communication methods available to them can also reduce any potential frustration. While onboarding these groups, agents should communicate all the ways VIPs can get in touch if and when they need urgent assistance.

Setting up VIP support in Discord

In Discord, there are options to create VIP roles within communities, which can grant access to exclusive channels that aren’t visible to standard members.

Once set up, it's important that designated human moderators keep the channels well organised and easy to navigate. Doing so sets the right tone for new VIPs who are expecting better service and will improve the experience for support staff who can focus on more complex queries.

Ticketing bots such as the aforementioned Mava can help to prioritise VIP requests over general tickets by integrating within Discord and sending queries to agents in the appropriate order.

Beyond the customer support aspects, online workshops or exclusive Q&A sessions can be created in Discord. These VIP only events not only bring value but also serve to strengthen the relationship and trust between moderators and users.

Mava is the perfect tool to help enhance VIP experiences

Mava’s AI-enabled platform can provide instant answers to VIPs in both Telegram and Discord, and automatically escalate any issues which become more complex to human agents who will be ready to help.

Mava is perfect for small to medium-sized businesses thanks to transparent pricing plans, which can be scaled as usage increases with ease.

Built-in analytics tools can track key performance indicators such as average response time to help you maintain high standards and identify areas that can be proactively improved, allowing you to further enhance the VIP experience with features members didn't know they needed.

Mava automates repetitive tasks across VIP and standard Telegram and Discord communities so that your team can focus on providing personalised, highly-engaging support to those very important people.

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