Unipegaso Online University creates a successful model of on-demand e-learning with WhatsApp and Spoki

Context

Unipegaso Online University, part of the Multiversity group, a leader in the Education sector in Italy, sought to optimize 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 optimize lead nurturing and sales processes, improve business KPIs, and create a valuable experience in the relationship with students.

Case study

The first step was the integration of Spoki’s API for creating custom message templates and sending WhatsApp messages integrated into HubSpot flows, with the goal of improving the effectiveness of communication throughout the Customer Journey. This made it possible 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, thereby improving the University’s brand reputation.

Initial Objectives

The goal of the Unipegaso Online University is to reinforce its position as a leader in the Education sector in Italy, expand its community of students, and improve their academic experience as much as possible.

Implementation and Integration

The implementation of Spoki proved to be a quick solution, which made it easy to integrate WhatsApp into the University’s MarTech Stack. The personalized nurturing flow through the use of templates created on Spoki and the integration into HubSpot flows made effective and direct communication with students possible, significantly improving engagement and sales results.

Results Obtained

• WhatsApp message read rate: 73%, significantly higher than the 15% open rate of email marketing;
• WhatsApp message engagement rate: 11%, x2 compared to the engagement rate of email marketing (5%);
• Main benefits: increased communication effectiveness throughout the Customer Journey, increased customer acquisition rate and sales, improved customer care and customer relations post-purchase, automation of recurring messages (e.g. reminders), and building a direct relationship with customers improving brand reputation.

Conclusion

Unipegaso Online University has recorded a significant improvement in its communication and sales processes thanks to the adoption of Spoki for the maximum automated sending of WhatsApp messages. This innovative approach has not only optimized the student experience along their educational path but has also helped to strengthen the University’s position as a leader in digital education in Italy. Further confirmation of the flexibility and transversality of WhatsApp with Spoki as a solution in different industries.

CREDITS
Company: Università Telematica Unipegaso

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