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Bath Rugby vision into be the best on the pitch, and off it. Using our conversational marketing platform they wanted to build on the relationships the club has with its fans by connecting with them in a personalised communication channel outside of traditional methods such as email or SMS. They didn't want to just sell stuff, they wanted to have an open conversation with their supporters that drove value for the club and engagement for the fan So, we gave them the platform to speak directly with their fans on a 1-1 level, answering any query they might have instantly and making the most out of every conversation by selling tickets, hospitality packages, retail and general fan queries.
Bath Rugby wanted to ensure no visitor left their website without getting what they wanted, from buying a shirt, finding directions or purchasing tickets. We build a custom chatbot solution together with a custom reporting suite for attribution and launched out chat widget onto their website, and ticketing website.
Rather than searching or trying to combine multiple requests in one session, fans were using the channel to ask the bot questions around fixtures, tickets, match information, accessibility queries and much more.
It saved the marketing department time in answering every day FAQs whilst simultaneously driving ROI from retail and ticket sales. We found that the value of a customer using our platform was 3x higher than other online channels.
In the initial three months of working together, we have already seen conversion rate uplifts of over 10% for retail and hostility, ROI of over 200% and engagement up over 300% compared to other channels.
Communication with our fans is vital to the Rugby club, as they are at the heart of everything we do. Using the Envolve Platform has given us the ability to speak to every fan directly and immediately, which has already showed great returns, and importantly the fans feel valued as they have a direct line to the club
Jojo Bowles
Marketing Manager: Bath Rugby
