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”, which featured insights on delivering exceptional customer experiences via WhatsApp, with contributions from industry experts at the global social media giant Meta, international health and beauty retailer Watsons Hong Kong, the one-stop insurance and financial service provider Hong Kong Life, and the professional optical brand OPTICAL 88.
Future Commerce Summit: unlocking revenue potential with Omnichannel Customer Experience
Omnichat, as the WhatsApp Business Solution Provider of Meta, introduced how its advanced omnichannel customer experience solutions empowered businesses to 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 with 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 offers brands and their customers a user-friendly loyalty solution by leveraging WhatsApp, the most popular messaging app in Hong Kong.
“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,” Chan added.
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.
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, and 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.
“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,” she said.
Meta also offers comprehensive tracking of the entire customer journey with the Conversions API. From the initial ads that lead to WhatsApp engagement, through subsequent WhatsApp interactions, to the final conversion, businesses can generate actionable insights and fine-tune their advertising strategies with precision.
Prolog Leung, online business director of Watsons Hong Kong also shared in the seminar, “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, streamlining the checkout process and delivering an unparalleled shopping experience. It bridges the gap between digital convenience and personalised service.”
“We are now handling tremendous customer enquiries monthly via WhatsApp, minimising the waiting time for 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 stated.
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 quickly realised the transformative potential of WhatsApp for business growth and customer experience enhancement.
“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,” said Jonathan Ko, Chief Marketing Officer of Hong Kong Life.
“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,” he said.
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. We have observed that 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 has also broadened its tactical approach beyond one-to-one communications.
Andrea 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.”
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.
