Improving the customer experience during the purchase phase with WhatsApp and Spoki: The Case of Mirco Gasparotto

Context

Mirco Gasparotto is a company specialized in selling training courses for entrepreneurs and professionals wishing to improve their professional skills. In a market saturated with communications, the company recognized the need to adopt innovative tools to increase the effectiveness of its communications and improve the customer experience. Spoki has proven to be the perfect ally to achieve these goals, allowing the sending of notifications and direct communications via WhatsApp.

Case study

Before adopting Spoki, Mirco Gasparotto communicated with his customers and prospects via email and SMS, but with little success due to saturation in the training course sector. The introduction of Spoki allowed the company to effectively capture customers’ attention and increase the visibility of its communications. In particular, sending transactional notifications via WhatsApp proved extremely effective in providing crucial information to customers, such as login credentials for purchased courses.

Initial Objectives

Mirco Gasparotto’s goal was to ensure that his communications were read as they are fundamental in facilitating the customer towards the purchase and in the correct use of the same. These moments are crucial so that the customer can have a smooth and seamless experience, judging it positively once completed.

Implementation and Integration

The implementation of Spoki was simple and quick, allowing Mirco Gasparotto to easily integrate WhatsApp into their communication flow. Thanks to its intuitive interface and advanced features, Spoki has made it possible to send targeted and personalized communications, significantly improving customer engagement.

Results Obtained

The adoption of Spoki has led to extraordinary results for Mirco Gasparotto:

• the open rate of communication with Spoki was 90 percent, compared with 20 to 25 percent for email;
• The automated sending of credentials via WhatsApp has significantly reduced customer support requests, improving the overall user experience.

Conclusion

Spoki has proven to be an essential tool for improving communication with customers and optimizing business processes. Its simple integration and versatility make it ideal for any company wishing to implement WhatsApp as a communication channel. Furthermore, the support provided by the platform and its ease of use make it a winning choice for any business wishing to maintain direct and effective contact with its customers.

CREDITS
Company: Imprenditore Vero di Mirco Gasparotto

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