M.R.F.A. is one of Essex's leading providers of football coaching and sports education, offering programs to thousands of young athletes each week. Their programs cater to players aged 5 to 18, ranging from beginners to advanced skill levels.
The company has been in business for over eleven years and its founder Michael Richardson noticed that the open rates and the conversion rates of marketing emails have progressively declined. By contrast, WhatsApp has become a key part of people's lives and he wants to communicate with all clients in their preferred communication channel to remove friction.
Three favorite Features of M.R.F.A.
- Feature: Unified Inbox
- Feature: Automations
- Feature: Newsletters
By integrating WhatsApp, Instagram, Facebook, and website chat into one hub, Superchat streamlines M.R.F.A.'s communication. This improves team efficiency and customer experience, preventing missed messages and ensuring faster responses.
Additionally, Superchat’s automation tools allow M.R.F.A. to provide quick, consistent responses to common inquiries, saving team time while ensuring customers receive helpful, timely answers. This enhances customer satisfaction and speeds up the sales cycle.
The combination of automated responses and WhatsApp newsletters allow M.R.F.A. to engage in highly targeted marketing, reaching clients with relevant program offers for different locations. This approach aligns with clients’ preferred communication styles, leading to higher-quality engagement (70-85% open rate), increased response rates, and greater chances of converting readers into participants.
Here is one example of an M.R.F.A. automation in Superchat:
And here you can see how the automated messages look like for the clients:
How M.R.F.A. benefits from Superchat
- Central platform for all communication channels
- Better management and assignment of inquiries
- More inquiries via website pop-up
- Faster response to customer inquiries with automations
- Consistent answers with text modules
- Higher open rates of 70-85%
- Upsells via WhatsApp newsletters
How M.R.F.A. uses Superchat
The challenges before Superchat
The journey began almost by chance through social media, where Michael came across Superchat. At the time, he wasn’t actively searching for a messaging tool, but he saw potential in it as a way to engage customers.
Michael liked that Superchat is an all-in-one-solution that would enable M.R.F.A. to communicate with their customers via WhatsApp, Instagram, Facebook and email. One of their core values is communication and he wanted to make sure that every inquiry gets a fast and informative reply and that the wider team can get an understanding of what is going on.
After discovering Superchat, Michael and his team inquired further, exploring its features and how it could fit with their business needs. They took time to onboard, test, and assess which features would be most beneficial for their needs. He liked that the feature set of Superchat is very extensive and also affordable for a small business.
After experimenting with the tool and determining that it met their requirements, they decided to move forward and use Superchat as their main communication tool.
Daily use of Superchat
Currently, three members of Michael’s staff use Superchat daily. One of the major benefits of Superchat is the consolidation of customer messages from multiple platforms (Facebook, Instagram, Website, WhatsApp) into a single inbox. This ensures that no messages are missed, improving response times and overall customer experience.
The tool helps the marketing team track where customers are coming from, such as through ads or flyers, and how they are interacting with the business. This allows the team to fine-tune their approach and better understand customer behaviour.
The ability to respond quickly and efficiently to customer inquiries has significantly improved the customer experience, particularly in the initial stages of the customer journey. Michael emphasised on the importance of providing a seamless experience from the first inquiry all the way through to program registration.
How M.R.F.A. wants to scale with Superchat
The team wants to fully utilise Superchat's features, particularly in terms of enhancing the customer experience post-registration, such as for onboarding into programs. They are looking to integrate more features to improve the entire customer journey.
M.R.F.A. has ambitious goals for the future. They want to double business from 5,000 to 10,000 customers within two years. And there are also plans for international program expansion and a long-term project to establish a football stadium. We are excited to help M.R.F.A. scale their communication and reach their ambitious goals.