Meta, Watsons HK, HK Life and OPTICAL 88 unlock WhatsApp potential with Omnichat

Omnichat, an all-in-one omnichannel customer experience platform offering conversational commerce solutions, recently hosted a highly scalable conference titled “Unlocking Revenue Potential with Omnichannel Customer Experience”.

“By creating a customised WhatsApp experience, WhatsApp Flows has achieved measurable results in generating more leads, appointments, and revenue directly within the platform, providing increased convenience for both businesses and their customers.” Meta

WhatsApp has the highest social media platform penetration rate of 79% in Hong Kong, according to the survey conducted by GWI. Driving engagement and growth across the customer lifecycle, the WhatsApp business platform plays a pivotal role in connecting with customers from discovery, consideration, purchase to re-engagement.

“Meta has continually expanded the capabilities of business messaging to empower companies across various sectors to drive awareness, boost conversions, and create meaningful customer relationships for remarketing,” said Vicky Yiu, APAC strategic partnership manager of Meta.

“Watsons Hong Kong has successfully integrated WhatsApp commerce into its innovative O+O (Offline plus Online) retail strategy by seamlessly implementing Omnichat's conversational commerce solution.” Watsons Hong Kong

Prolog Leung, online business director of Watsons Hong Kong also shared in the seminar, “Watsons Hong Kong has streamlined the checkout process and delivered an unparalleled shopping experience through WhatsApp. It bridges the gap between digital convenience and personalised service. We are now handling tremendous customer enquiries monthly via WhatsApp, minimising the waiting time of customers to answer their enquiries.”

“Our 'Watsons Here For You' service offers one-on-one consultations with pharmacists, Chinese medicine practitioners, and dietitians via WhatsApp. This seamless integration of digital and physical retail spaces allows our customers to engage with our brand at their convenience, not only boosting online engagement and sales but also driving foot traffic to our physical stores,” Leung added.

“We have uncovered the limitless potential of WhatsApp in our marketing and customer service. The automated chatbot can now efficiently handle over 90% of simple enquiries, allowing our team to focus on marketing and nurturing deeper customer relationships.” Hong Kong Life

Hong Kong Life has revolutionised its marketing and customer service strategies by leveraging WhatsApp and Omnichat's advanced messaging solutions. Initially implemented to manage multi-channel enquiries on social media platforms, Hong Kong Life had quickly realised the transformative potential of WhatsApp for business growth and customer experience enhancement.

“We have strategically implemented interactive Q&A games via WhatsApp chatbots, incentivising participation with exclusive coupons. This not only enhances customer engagement but also significantly expands our WhatsApp database. Leveraging this growing database to deliver targeted marketing broadcasts, our campaigns have recorded a remarkable 70% read rate, substantially boosting business conversions,” said Jonathan Ko, chief marketing officer of Hong Kong Life.

“Regardless of demographic, our customers overwhelmingly prefer the immediacy and interactivity of WhatsApp over traditional email communications, resulting in up to 26% click-through rate on our messages.” OPTICAL 88

OPTICAL 88 has further solidified its reputation for exceptional customer service by leveraging the WhatsApp Business Platform. This strategic move has not only enhanced communication efficiency but also instilled a greater sense of trust and convenience among customers, thanks to the platform's authorised blue tick verification.

Andrea Chan, digital marketing manager of OPTICAL 88 emphasised the significance of this digital transformation, “Maintaining a close, personal connection between our sales team and customers is a cornerstone of our brand values.”

OPTICAL 88 has also broadened its tactical approach beyond one-to-one communications. Chan further explained, “By integrating omnichannel chatbots with our social media strategy, particularly for Facebook comment auto-replies, we have facilitated engaging social media campaigns while effectively driving online traffic to our physical stores.”

Omnichat, as the WhatsApp business solution provider of Meta, introduced how its advanced omnichannel customer experience solutions empowered businesses to effortlessly drive customer loyalty and achieve personalisation through seamless journeys during the event.

“Numerous businesses are seeking ways to streamline customer journeys, and WhatsApp Flows offers the perfect solution. Integrating WhatsApp Flows with marketing campaigns empowers businesses to design, build, and customise experiences. This provides customers a fast, simple way to complete tasks within a conversation, ultimately driving conversions and delivering better results,” said Alan Chan, founder and CEO of Omnichat.

The newly launched WhatsApp membership system by Omnichat offers brands and their customers a user-friendly loyalty solution through WhatsApp, the most popular messaging app in Hong Kong.

Chan said, “When constructing end-to-end customer journeys, loyalty is a crucial element that must not be overlooked. The WhatsApp membership system is designed to strengthen customer relationships through loyalty points, coupons, and membership cards, facilitating future re-engagement and encouraging potential repurchases.”

Leveraging the power of Omni AI, auto-generated message content can be customised for various customer segments, enhancing efficiency in marketing and customer service while achieving personalisation.

By seamlessly integrating automated systems with personalised human interactions, the comprehensive chat commerce solutions are revolutionising the way businesses interact with their customers across WhatsApp business platform, Facebook Messenger and Instagram Direct, and setting new industry standards for customer experience excellence.

Omnichat offers a free trial for customer service and marketing automation to all subscribers, sign up in one minute and start automated WhatsApp Marketing.

This article is sponsored by Omnichat.