Context
The Unipegaso Telematic University, part of the Multiversity group, a leader in the education sector in Italy, sought to optimise its omnichannel communication strategy to improve the student experience throughout the customer journey. In this context, it turned to Spoki to leverage WhatsApp as a native touchpoint, in order to optimise lead nurturing and sales processes, improve business KPIs and create a valuable student relationship experience.
Case Study
The first step was the integration of Spoki’s API for creating customised message templates and sending WhatsApp messages integrated into HubSpot’s flows, with the aim of improving the effectiveness of communication throughout the customer journey. This allowed them to increase acquisition and sales rates, improve customer care and post-purchase customer relations, automate the sending of recurring messages such as reminders, and build a direct relationship with students, thus improving the University’s brand reputation.
Original Goals
The objective of the Unipegaso Telematic University is to reinforce its position as a leader in the education sector in Italy, enlarge its student community and improve their academic experience as much as possible.
Implementation and Integration
The implementation of Spoki proved to be a quick-fix solution, allowing WhatsApp to be easily integrated into the University’s MarTech Stack. The customised nurturing flow through the use of templates created on Spoki and the integration into HubSpot’s flows enabled effective and direct communication with students, significantly improving engagement and sales results.
Results Achieved
- WhatsApp message read rate: 73%, significantly higher than the 15% email marketing open rate;
- WhatsApp message engagement rate: 11%, x2 compared to email marketing engagement rate (5%);
- Key benefits: increased effectiveness of communication throughout the customer journey, increased customer acquisition and sales rates, improved customer care and post-purchase customer relations, automation of recurring messages (e.g. reminders), and building a direct relationship with customers by improving brand reputation.
Conclusion
The Unipegaso Telematic University has seen a significant improvement in its communication and sales processes through the adoption of Spoki for maximum automated WhatsApp messaging. This innovative approach has not only optimised the students’ experience throughout their education, but has also helped strengthen the university’s position as a leader in digital education in Italy. A further confirmation of WhatsApp’s flexibility and transversality with Spoki as a solution in different industries.
CREDITS
Company: Università Telematica Unipegaso
—
Click below to book a free consultation call with Spoki
