eForum Case Study

How eForum Achieved 90%+ Message Deliverability and Immediate Support with Spoki

About

eForum is Spain’s leading national forum for eCommerce and Digital Marketing directors.
Held twice a year in Marbella, each edition brings together a curated group of 65 brand-side executives and technology sponsors for structured One2One meetings, keynotes, and high-level networking. The format is deliberately exclusive (invitation-only, capped attendance) making timely and reliable participant communication a critical part of the event experience.

Reaching Participants with No Visibility and No Two-Way Channel

eForum, as an event management organization, faced significant challenges in sustaining participant interest throughout the entire event funnel.

The reliance on traditional media created barriers, hindering effective engagement.A primary concern was the lack of certainty regarding message open rates, which made it difficult to assess communication effectiveness and reliably confirm whether important information reached participants.Furthermore, the existing communication model was predominantly one-way, severely limiting interactive exchanges.

This structure prevented participants from easily responding or seeking clarification, contributing to a passive experience. Another critical problem was the inability to guarantee immediate support, resulting in long waiting times for participants.So the events had several problems:

• No confirmation that critical messages were received and read
• One-way broadcasts only: participants couldn’t respond or ask questions
• No dedicated channel for real-time support during the event

These issues collectively undermined eForum’s goal of delivering a seamless and responsive event experience, necessitating a shift in their communication approach.

Implementing Conversational Channels for Real-Time Event Engagement

eForum chose Spoki to turn pre-event communication into a structured, trackable sequence: one WhatsApp campaign for each critical milestone between registration and event day.The flow launched on February 3, 23 days before the event. Rather than a standard announcement, the opening campaign was designed to generate conversation from the first message. 38% of recipients replied: an immediate signal that the channel was right and the audience was engaged.From there, Spoki managed each step of the participant journey:

• App eForum (Feb 4): direct prompt to download the event app
• App eForum Preferencias (Feb 5): collected individual session preferences through a structured flow
• Último día (Feb 10): a deadline-driven reminder that brought response rates back to 5% after the initial drop
• eForum Help (Feb 11): a dedicated support campaign: participants had a direct line to ask questions and resolve issues before arrival
• Agenda (Feb 13): the full event program delivered to each participant individually over WhatsApp
• Pre Evento (Feb 16): final logistics briefing sent to an expanded list, with a 90%+ delivery rate

Across all seven campaigns, delivery success stayed consistently above 90%.The eForum Help campaign stands out as a structural addition, not just a support tool: 7% of participants actively used the channel in the days before the event. For a forum where every attendee is an invited executive, that responsiveness directly protects the quality of the experience.By February 26, every participant had been guided through app setup, session preferences, agenda review, and logistics, entirely through WhatsApp.

Enhanced Participant Engagement and 90%+ Message Deliverability

Across 7 campaigns and two weeks of pre-event communication, eForum achieved consistent, reliable reach with an audience that doesn’t tolerate friction.Message delivery stayed above 90% throughout the entire sequence. Error rates (6–11% per campaign, caused by invalid numbers or inactive accounts) were visible in real time, giving the team full control over list quality.Read rates ranged from 55% to 64%.

The launch campaign peaked at 64%, the highest of the sequence, confirming that opening with a conversational message, rather than a broadcast, captured attention at the most critical moment.The 38% response rate on February 3 is the standout result. For a B2B WhatsApp campaign, this level of interactivity is exceptional.

It reflects a message designed to start a conversation, not just deliver information.The eForum Help channel recorded 7% engagement: some participants actively reached out for support in the days before the event. Eliminating that friction point has a direct impact on the perceived quality of the experience.At the end of the event, eForum Winter rated Spoki 10/10 across all four satisfaction dimensions:

• work simplification
• ease of use
• effectiveness
• overall satisfaction.

For an event sector still largely dependent on email, eForum’s results demonstrate what a structured WhatsApp sequence can deliver: delivery certainty, measurable engagement, and on-demand support from a single platform, across the full pre-event window.

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