Musa ran an edtech platform that helped university students across West Africa prepare for exams. His Telegram group had exploded 15,000 students and counting. But what started as a vibrant, peer-led community quickly became a customer support nightmare.
Every day, Musa’s inbox overflowed with DMs and channel mentions like:
“How do I access my course materials?”
“My login isn’t working!”
“Can I pay in installments via M-Pesa or bank?”
Even though he had moderators, the questions kept repeating, and worse, some students started leaving, frustrated that their issues weren’t resolved fast enough.
He tried Telegram bots, but they were too rigid and disconnected from his CRM. Support tickets were lost in the chat flood. His team was burnt out, and students were slipping through the cracks.
Then Musa discovered RUUT’s Telegram Integration.
He connected his Telegram group and bot to RUUT CRM with one simple setup.
Suddenly:
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All support questions were automatically turned into RUUT tickets
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Students received instant, accurate replies to FAQs, right in the Telegram chat
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Issues that needed a human touch were routed to his growing support team
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Messages were tagged, tracked, and resolved without leaving RUUT
But here’s the happy twist:
Musa turned the crisis into a community initiative. He gamified support for students who used RUUT-powered canned responses to help others earn “TA badges” and unlocked free revision sessions and course credits.
The Telegram group transformed from chaos into collaboration.
Students proudly shared “I got RUUT’d today!” as a badge of honor.
Support became a game, not a chore.
By the end of the semester, Musa wasn’t just running an edtech business; he had created a self sustaining learning ecosystem, powered by RUUT.