Education First (EF) is one of the biggest global references when it comes to exchange programs and language learning. It operates in over 100 countries, with over 50 destinations available for those who want to study abroad. But in Colombia, a very specific challenge arose: how to engage with a very young audience that simply doesn’t respond to emails?
This was the situation faced by a large part of EF’s marketing and customer service team.
Leads kept coming in, events were on, programs were in high demand…
But the company’s main channel was no longer the students’ preferred channel.
EF understood this. And that’s when Treble stepped in.
The challenge: reaching who’s on the other side (on their phone)
Most of EF’s leads in Colombia are teenagers — high school students with a digital profile that’s constantly changing. EF already knew it needed to update its communication strategy, but it lacked a platform that could make that possible at scale, with context, and without losing the human touch that has always defined the company.
There was another pain point too: response times. Getting in touch with students could take days. That delayed the entire commercial process, from lead qualification to enrollment.
“We were having difficulties in terms of response time, which was approximately 2 to 3 days, but was practically reduced to about 4 to 6 hours.”
MArko Morales — Customer Service Manager at EF Colombia
In an increasingly competitive market, EF realized that speed became a differentiator.
And for an audience that grew up solving everything from their phone, that’s a deciding factor.
The solution: integrate WhatsApp and scale with AI
With Treble, EF started doing what seemed impossible: having personalized conversations with thousands of students, without overwhelming the team.
It all started with two main goals:
- Improve support and relationships with leads
- Increase attendance at both online and in-person events
Treble made it happen through three core actions:
- Personalized conversations on WhatsApp with integrated AI
- Optimized templates that keep language consistent
- Simple polls that drive engagement and quick replies
The platform’s easy-to-use interface and flexibility helped EF quickly test new workflows, adapt campaigns in real time, and do what they always wanted to do, but with less manual effort: respond faster, with more impact, and with less rework.
Faster, more human, more efficient support
EF’s customer service team deals with around 2,500 students per year. With Treble, the support process was completely restructured.
Now, the team splits the operation into automated flows with checkpoints that show where each lead is in their journey. This ensures every student gets communication at the right time and with the right content.
Treble acts as a single channel that connects the company not only to the lead, but also to the interaction history and the CRM. The result: faster support, less noise, and better outcomes — all without losing the human touch.
Events with more attendees, more engagement, and better results
Another win with Treble was event promotion. EF holds regular events with prospective students and their families, both online and in person.
Before, event invites were sent by email and got low returns. Now, everything happens on WhatsApp with automation.
Communication with students and parents feels more natural, response times dropped, and attendance significantly increased. The team can also segment invites based on the lead’s profile, making each event more relevant.
AI as an operational ally
By adopting Treble, EF also started using AI features to improve message content, reduce typing time, and boost impact.
AI was integrated into flows to:
- Suggest real-time copy improvements
- Personalize automated replies based on lead history
- Help the team maintain clear, assertive language aligned with brand voice
That means communication got more efficient without losing its personal touch — just as EF’s audience expects.
Templates and polls: simplicity with real impact
Two other features made a big difference in daily operations:
Smart templates
Frequently used messages are pre-configured with dynamic personalization. That gives the team speed and keeps communication consistent.
These templates are used throughout the entire journey — from first contact to sale, including support, re-engagement, and attendance confirmation. The time savings are clear.
WhatsApp polls
Simple to set up, polls help gauge interest, confirm attendance, and collect feedback.
With these tools, EF began making more data-driven decisions — less guessing, more clarity.
The numbers speak for themselves
Since starting with Treble, EF in Colombia has:
- Sent over 70,000 WhatsApp conversations
- Reached an average response rate of 11%
- Surpassed 60% response in specific campaigns
- Reduced response time from days to just hours
- Increased event attendance
These numbers show that the right communication, on the right channel, with the right flow — gets real results. EF realized it’s not just about “being on WhatsApp.” It’s about using it smartly.
The team now has full control over flows, metrics, and outcomes. And most importantly: students now get faster, more empathetic, and more effective service.
What’s next?
With the current setup, EF is expanding Treble usage. Initiatives in progress include:
- New AI-powered lead qualification flows
- Deeper CRM and email marketing integration
- Automatic re-engagement campaigns based on lead behavior
- Predictive analytics based on response rates
Communication is now more fluid, more connected, and far more efficient. The best part? The team finally has the space to test, learn, and grow.
What EF learned (and you can apply too)
- WhatsApp is the main channel for young audiences
- Speed is a competitive edge
- AI-powered automation works when there’s context
- Templates and polls can go a long way
- The best channel is the one your customer already uses
- Scaling smart beats scaling on the fly
Want to transform your communication like EF?
Treble helps you automate, personalize, and scale conversations intelligently — all through WhatsApp, fully integrated with your CRM and powered by AI.
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