How Family Quest Entertainment Boosted Event Attendance with Personalized, High-Conversion SMS Campaigns

Family Quest Entertainment (FQE) produces unique interactive family experiences that entertain and educate. The company’s properties, including Jurassic Quest and Brick Fest Live, have collectively entertained millions of families in more than 250 cities. Chad Collins, CEO of FQE, leads the company in creating memorable moments that spark joy for families through the power of imagination and discovery. The company is currently producing 200+ events each year.

The challenge

FQE faced a significant challenge in effectively communicating with its audience. Customer outreach is critical, and email and SMS are staples in Family Quests Entertainment’s contact avenues. The company needed a way to automate messages in a hyper-personalized way. Collins sought to implement Sinch MessageMedia SMS for HubSpot to add more functionality and automation to SMS outreach, aiming to maintain high engagement rates and provide timely, personalized communication.

The solution

Sinch MessageMedia’s SMS integration with HubSpot provided the perfect solution for FQE’s challenges. The integration allowed the company to automate and personalize their SMS campaigns via HubSpot workflows, ensuring that messages reached the right audience at the right time.

“Using SMS has been really huge for us. We’ve been sending text messages since 2017 before it was cool,” said Collins. “It’s more direct and personal, cutting through the noise of other communication channels.”

FQE uses SMS to inform customers about upcoming events, provide ticketing information, and send reminders. The company also leverages SMS for educational purposes, sharing stories, photos, and videos about events to build anticipation and confidence in purchasing tickets, and, says Collins, the needs aren’t met by SMS providers, “For the SMS component, we interviewed several companies. Part of the evaluation of HubSpot was determining which SMS provider we we’re going to use. A native integration with HubSpot was paramount. Pricing was another deal breaker for us. We use a lot of emojis, and other tricks which make our fonts look bold, etc. We leverage all of that. We also attach images and videos. All of the SMS messaging tactics we like to use could be challenging for some providers and believe it or not, every messaging company can’t handle all of that.”

“Sinch MessageMedia is a no-brainer. It’s accessible, customizable, and responsive…Our speed to launch a new event has been tremendously sped up because of the automations.”

Chad Collins, CEO, Family Quest Entertainment

The result

Since implementing SMS by Sinch MessageMedia for HubSpot, FQE has seen remarkable improvements in customer engagement and event attendance. The company’s speed at launching new events has significantly increased, allowing more time for creative and strategic planning.

“The results spoke for themselves. We saw strong conversion rates, making it a worthwhile investment,” Collins explained. “The integration with HubSpot has allowed us to automate and personalize our communication effectively, and our speed to launch a new event has been tremendously sped up because of the automations and everything. It’s freed up our team to work on higher-level tasks,” Collins noted.

Sinch MessageMedia’s SMS integration for HubSpot has also enhanced the FQE customer experience by providing timely updates and personalized information. Metrics show a high conversion rate from SMS campaigns, says Collins, “To ensure that SMS works, we use link trackers for lack of a better word at an enterprise level and we’re able to see when we send a message and people are clicking on that message. And then if they’re buying through that link, we know that a purchase was made as a result of the text message that was sent.”

“Even though there’s a cost associated with SMS, the results spoke for themselves. We saw strong conversion rates, making it a worthwhile investment.”

Chad Collins, CEO, Family Quest Entertainment

Collins and FQE have experienced significant success with Sinch MessageMedia’s SMS for HubSpot. The ability to provide timely, personalized communication has not only improved operational efficiency but also enhanced the customer experience, making FQE’s events even more memorable.

“Sinch MessageMedia is a no-brainer. It’s accessible, customizable, and responsive. Every service or product business should find a way to use SMS. It allows for a more intimate conversation with your customer, which is invaluable,” Collins recommended.

Looking ahead, FQE plans to explore new ways to utilize SMS, including automated responses and enhanced customer interactions during events.

“Every service or product business should find a way to use SMS. It allows for a more intimate conversation with your customer, which is invaluable.”

Chad Collins, CEO, Family Quest Entertainment