How Preface doubles customer engagement efficiency and message open rate with SleekFlow

Preface is a pioneering EdTech company reshaping the future of learning. Seamlessly integrating advanced technologies with educational content, Preface offers personalized learning experiences tailored to individual needs and preferences. With innovative solutions, Preface prioritizes personalized, efficient, and effective learning for all.

Preface's customer engagement challenges in the EdTech industry

In the rapidly growing EdTech industry, global scaling is crucial for Preface's mission to educate communities worldwide with advanced and emerging knowledge. As Preface expanded into new markets like London, Tokyo, and Singapore, they needed to scale up their customer service team to manage an influx of regional inquiries 24/7. 

Previously, the team used the free WhatsApp Business app to handle inquiries manually. Team members had to constantly log in and out to share limited access, leading to delayed responses, the risk of missed conversations, and inconsistent support experience, especially with inquiries from different time zones. The unclear ownership also posed challenges in distributing the workload among a large team. Consequently, despite increasing team size, the fragmented business process hindered effective collaboration. 

SleekFlow’s solution for customer engagement

By leveraging SleekFlow's WhatsApp Business solution, Preface can seamlessly engage customers across the marketing funnel, from raising awareness of their educational offerings to facilitating decision-making and cultivating loyalty.

1. Streamline lead generation and pre-qualification from multiple entry points with chatbots 

Preface regularly launches seasonal marketing campaigns to generate new leads through various channels, including social media, PPC ads, events and EDMs. To capture leads effectively, Preface sets up WhatsApp chatbots to ask qualifying questions and offer tailored guidance, such as product information and exclusive offers.  

For instance, Preface provides a robust educational program for youth during the summer months, featuring a variety of immersive experiences, including tech courses, skills-based boot camps, and international educational tours. Website visitors can click the 'Ask Us on WhatsApp' buttons. Depending on the page they view, the WhatsApp window will be pre-filled with different default text. This allows visitors to use the text as conversation starters and quickly learn about the program structure, and enrollment process and connect with curriculum advisors. This way, Preface can deflect inquiries by automating answers to FAQs and save the data collected by the chatbot into the SleekFlow CRM, such as age, country, product interest, and lead sources.

For some experiential events, potential customers can sign up for a trial by submitting a contact form or using Facebook Lead Ads. The submission is automatically synced to SleekFlow, creating a new contact. This triggers a WhatsApp automation to instantly contact the leads and close the loop.

2. Improve sales efficiency and teamwork with automated chat routing and omnichannel inbox

After the lead qualification process, Preface sets up assignment automation to distribute incoming inquiries among the sales, customer service, marketing, and trainer teams. For example, if a parent seeks personalized advice on which course best fits their child's unique learning style, the chatbot directs this query to the sales team. Similarly, if someone asks about campaign-specific details or general brand information, the system auto-assigns it to the marketing team for further assistance.

Team members can also add collaborators from different departments to handle complex inquiries and use internal notes to document follow-up actions for each other. 

The greatest benefit of Sleekflow is that it provides a unified view for the entire team, ensuring prompt customer responses from all team members.

Ellen Lau

Director of Training and Operations Excellence

3. Enhance customer engagement with automated segmentation and personalized re-engagement broadcast

Preface also utilizes detailed customer profiles to build customer segmentation by automatically adding specific labels to customers or grouping customers with similar attributes into lists. To re-engage and convert customers with precision, Preface strategically sends personalized broadcast messages, such as flash deals, community updates, or event invitations, to different segments. For instance, if Preface wants to promote their new tech competition, the "Nomad Award," to students from specific regions, they can easily select contacts from segments labeled "Hong Kong," "Macau," and "Greater Bay Area."

The impact of SleekFlow on Preface's customer engagement strategy is evident in its engagement metrics. While email marketing campaigns achieve a 40% to 50% open rate, WhatsApp broadcasts on SleekFlow boast a significantly higher open rate of 70% to 80%. This increased engagement proves WhatsApp's instant nature and client familiarity, which makes it a more effective channel for fostering robust customer relationships.

4. Simplify workflow by integrating the internal database and sending out automated reminder messages

Preface enhances operational efficiency by integrating its learner portal database with SleekFlow’s Platform API, which automates data transfer and triggers webhooks. With this setup, Preface regularly sends automated WhatsApp messages to remind learners about upcoming classes and subscription renewals, ensuring they receive important information promptly. This automation saves significant time and reduces the hassle for advisors, who no longer need to switch between platforms to access learner details when handling inquiries. Additionally, it enhances customer retention through these well-timed reminders.

Managing 100% more inquiries with the same human resources

Preface's experience with SleekFlow extends beyond improved open rates to enhanced productivity in handling customer inquiries. With SleekFlow's streamlined workflow and automation features, Preface can now handle double the inquiries with similar manpower. This increase in efficiency alleviated the burden on staff and enabled Preface to scale its operations effectively.

I highly recommend SleekFlow to fast-growing SMEs. It helps manage a large customer base daily and streamline workflow efficiently.

Ellen Lau

Director of Training and Operations Excellence

About Preface EdTech Company

Preface is a leading EdTech company revolutionizing learning for all ages. It offers personalized tech schooling, such as one-on-one sessions, boot camps, and corporate training. Using AI and Machine Learning, Preface tailors courses to individual needs and provides personalized course materials. Preface’s ecosystem, including Preface and Preface Coffee & Wine, integrates technology seamlessly into daily life and the community. With a focus on innovation and accessibility, Preface is redefining traditional learning methods, equipping learners with the tools they need for success in a rapidly evolving world.