Omnichat, a one-stop omnichannel messaging integration platform that offers conversational commerce solutions, recently hosted an offline event, “Future Commerce Summit cum New Product Launch”.
Leading global social media giant Meta and several prominent retail brands in Hong Kong, including beauty product retailing group Sa Sa and health supplements group Vita Green were invited to explore the recent retail trends this year along with WhatsApp Marketing to foster conversions and sales while delivering a first-class customer experience.
As the WhatsApp Business Solution Provider of Meta, Omnichat also announced the launch of its latest social commerce solutions comprising automated customer journey, in-chat payment, social customer data platform (Social CDP) in tandem with “Omni AI”, the latest integration with ChatGPT. The features are designed to empower retail businesses to drive efficient customer service and better customer engagements, thus improving sales conversion rates online and offline.
Meta builds technologies that help people connect. Adam Bowden, partner lead, GCR & global partners of Meta, said that 70 percent of consumers worldwide use instant messaging software to communicate with businesses, according to the statistics of Meta.
“Meta has provided WhatsApp Business Platform to businesses, enabling them to meet the needs of consumers and achieve their business goals more quickly. This platform drives merchants to interact and communicate with customers anytime and anywhere, enhancing the relationship between merchants and customers and encouraging consumption. With monthly active users reaching 2.5 billion, WhatsApp has a global presence in 180 countries,” Bowden said.
According to the survey conducted by Meta & Forrester Consulting, 88 percent of surveyed businesses said that WhatsApp has brought in more revenue. Claudia Chiu, senior strategic partner manager, Greater China Region of Meta, noted that the WhatsApp Business Platform has empowered businesses to establish a complete shopping journey.
“WhatsApp Business Platform can tailor-make different messages to customers based on their characteristics or scenarios, such as new customers, repeated customers, and potential customers. Moreover, businesses can include different response buttons and product catalogues in WhatsApp messages.”
Sa Sa proactively integrates its offline and online businesses to deliver a customer-centric omnichannel shopping experience. Hong Li, director of e-commerce at Sa Sa, said that using Chatbot auto-reply feature of Chat Commerce has significantly reduced the response time of customer service, enabling the team to solve other customers’ problems, thereby increasing sales conversion rates.
“During the last Lunar New Year and 3.8 International Women’s Day, we delivered game messages and exclusive coupons to customers via WhatsApp and Omnichat’s Chat Commerce platform. Through this way, not only the customer engagement rates can be increased but also a 39-fold increase in coupon redemption rates compared to the general rate,” Li added.
Vita Green has been continuously increasing member engagement and digital marketing automation capabilities through technology advancement. Terrence Siu, head of IT at Vita Green, said their iconic brands, Vita Green and Tea Château have been using WhatsApp to precisely send customised marketing and promotional messages to their loyal members. Salespersons can also be bound to their respective customers for providing one-on-one services, including product recommendations and customer enquiries.
“Thanks to WhatsApp and Omnichat’s platform, our team is equipped with a new communication channel for member engagement which has boosted our sales and enhanced the overall customer experience,” Siu said.
Across WhatsApp Business Platform, Facebook Messenger and Instagram, Omnichat empowers brands to deliver seamless online and offline communications for customers.
Alan Chan, founder and CEO of Omnichat, said: “Our merchants can use the Social CDP to collect customer identities from various social media platforms and map them to a unique profile, building a more comprehensive customer database. Together with the automated customer journey solutions, customised marketing messages can be automatically sent out in accordance with different shopping scenarios.
“We expect the function will empower merchants to achieve more than 20 per cent revenue growth. With the integration of ChatGPT, we further optimise the handling of customers’ enquiries, product recommendations as well marketing campaign planning. Our In-Chat Payment function is also available for merchants to send payment links and deliver a seamless Chat-and-Buy customer shopping experience.”