Support and sales in messengers, written down.
Guides, benchmarks and field notes from the team building Supporter — a customer communication platform for teams whose customers write in Instagram, Telegram, WhatsApp and Viber.
One inbox for Instagram, Telegram, WhatsApp and Viber
What an omnichannel inbox changes for a support team, and what to check before you pick one.
Read the articleInstagram Direct for business: how to reply faster without losing requests
The 24-hour window, story replies, comments — and what a connected inbox changes about all three.
Telegram for customer support: bot, personal account or shared inbox
Three ways to answer customers in Telegram, and what each one costs once the volume grows.
AI answers with sources: how to stop a support bot from inventing
Why a confident wrong answer is the real risk, and what retrieval from your own documents changes.
First response time: how long a customer really waits
What an acceptable wait looks like per channel, and four changes that cut it without hiring.
How to build a knowledge base an AI can actually answer from
What to write first, how to phrase it so it can be retrieved, and how unanswered questions grow it for you.
HelpDesk or CRM: what is the difference, and which do you need?
What each system is actually for, why teams end up with both, and how to connect them sensibly.
Selling in Direct without losing orders between the chat and the CRM
Where messenger sales leak, and a sequence from first question to paid order in one thread.
Support metrics worth counting (and the ones that mislead)
Seven numbers a small team can act on — and the vanity metrics worth ignoring.
Choosing a support platform for a Ukrainian business: 12 checks
Twelve checks to run before you sign — channels, pricing, language, data and exit.
See Supporter on your own channels.
Connect one messenger, point the AI at your documents and watch the first answer come back with its source attached.