As the epidemic trend continued to be stabilised, retailers expect a stronger return to their physical stores. In order to thrive in the post-Covid-19 environment, investing in omnichannel integration via online-merge-offline (OMO) strategy will be the key to “new retailing”. OMO refers to a combination of experiential consumption driven by physical stores and the convenience of customer purchase generated by online stores, which aims to contribute to a seamless shopping experience.
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Osim introduced Omnichat’s OMO platform, directs traffic across multiple touchpoints and performs omnichannel revenue tracking
Osim, a pioneer in branded healthy lifestyle products, seamlessly combines its digital interactivity with offline sales by leveraging Omnichat’s online-merge-offline (OMO) sales feature. Omnichat is a WhatsApp Business Solution Provider recognised by Meta.
“The digital revolution has showcased the convergence of offline and online commerce with proven sales growth,” said Regina Ip, marketing manager at Osim. “Aside from the OMO strategy, Osim makes use of the WhatsApp Broadcast feature of Omnichat to boost sales, and contributed 30 per cent of conversion rate at our 11.11 campaign.”
Diverting customers from online to offline:
Using WhatsApp, Online customers choose a store to connect with and will be bound to frontline salespeople for personalised service. Salespeople can then invite customers to try massage chairs in stores, experiencing the ultimate relaxation of mind and body.
Converting customers from offline to online
When customers scan the QR code at offline stores, they will be automatically assigned to designated salespeople in WhatsApp, facilitating ongoing communications even if they have left the physical store. Exclusive e-coupons and product links powered by Omnichat can be sent in WhatsApp, accelerating the purchase process of customers.
“We appreciate the function of recognising the revenue of each salesperson once the transactions are completed, it demonstrates the synergy of bridging online and offline ecosystem,” said Ip.
Fila rolled out its 11.11 campaign in WhatsApp – website conversion jumped by 3.5 times
Leveraging the power of WhatsApp, the global sportswear brand Fila, pushed on its digital transformation strategy by adopting Omnichat’s Chat Commerce solutions to deliver a complete and multi-faceted shopping experience.
To celebrate the 11.11 Campaign, Fila aims to arouse the fashion and sportswear trend seekers to pick the best products in its online stores. Partnering with Omnichat, the conversion rate of completed transactions within the period increased by 3.5 times in a week.
In addition to that, the Abandoned Cart Recovery feature is the key driver to Fila’s remarkable website sales growth. Converting abandoned carts into sales, automated messages will be sent to remind customers of unchecked items at the scheduled time via WhatsApp.
Matthew Tam, e-commerce manager at Fila, said: “Online special offers such as free delivery and seven-day unconditional refund are highlighted in the messages to drive the attractiveness. Sending out the first reminder message in WhatsApp has contributed a conversion rate of 26 per cent and a ROAS of 65.”
Venchi achieved 5x click rate, 2x total vouchers sold via WhatsApp in VIP Week
Venchi, an Italian gourmet chocolate manufacturer founded in 1878, brought forward its VIP week via WhatsApp. WhatsApp Broadcast was used to blast out tailor-made messages for different target groups.
“In comparison with SMS, the click rate of our broadcast message has surged five-fold,” said Alvin Tang, marketing and e-commerce manager at Venchi (Greater China). “We have doubled the number of vouchers sold.”
Separately, 90 per cent of customer enquiries were centralised from different messaging channels including WhatsApp, Facebook, Instagram and website live chat to an all-in-one platform via Omnichat CRM solutions.
This, Tang says, will help translate to the omnichannel messaging platform with enhanced efficiency, and in turn, increased consumer satisfaction and the likelihood of repurchase.
Future plans of Omnichat
Omnichat, the leading omnichannel chat commerce solution provider currently provides services in Hong Kong SAR, Taiwan, Singapore and Malaysia. CEO and founder Alan Chan said: “We are expanding our solutions such as payment links creation and get paid in messaging channels, as well as formulating a Social Customer Data Platform (Social CDP) which allows retailers to keep track of the key customer data.”
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