Omnichat, an all-in-one omnichannel messaging platform offering conversational commerce solutions, recently organised an in-person event, “Future Commerce Summit: Redefining Customer Experience for 2024”, unveiling the latest developments and trends in WhatsApp.
The global social media giant Meta, renowned hospitality brand Miramar Group and leading sports retailer Swire Resources Limited collaborated to discover how conversations can drive conversions from a centralised customer database.
As the WhatsApp Business Solution Provider of Meta, Omnichat introduced its latest omnichannel marketing solution: Social Customer Data Platform (Social CDP) to drive customer 360. Businesses can map customers’ multiple social identities to a unique profile by integrating the digital footprint and offline behaviours. Alan Chan, founder and CEO of Omnichat, said: “Social CDP supports brands to create a more comprehensive customer database and therefore deliver automated customer journeys with personalised messages, achieving higher conversion rates and revenue growth. Targeted marketing campaigns, customised product recommendations and instant communications can be implemented to connect customers with warmth.”
According to the study conducted by Forrester Consulting, Meta Business Messaging has been driving 50 per cent conversion rates higher than the other messaging channels and also 22 per cent higher order value in the purchase stage. Meta has recently released a powerful new feature, WhatsApp Flows, for brands to create one-stop, customised experiences in WhatsApp with more flexibility and functionality.
“WhatsApp Business Platform enables brands to provide more seamless journeys to align with their business needs. Customers can make reservations, claim offers and provide feedback easily within WhatsApp,” said Ashley Guo, strategic partnerships at Meta. “We believe that WhatsApp Flows can drive customer acquisition and loyalty, and more importantly, better revenue growth.”
Miramar Group implements omnichannel marketing to maintain its service level and stay at the forefront of the industry. From customer enquiries and marketing promotion to restaurant reservations, Miramar Group leverages WhatsApp as a key touch point to reach out to its customers. It also facilitates the Group to enhance customer service efficiency and campaign performance monitoring by centralising all the customer data on Omnichat’s platform.
Lucy Cheung, director of group marketing and corporate communications of Miramar Group, shared: “Leveraging the WhatsApp Broadcast, Mira Dining attained a 95 per cent receive rate and also a four-fold increase on the click-through rate when compared with EDM blasting. Customer surveys and incentives and well executed to enhance the engagement with customers via Chatbot.
Mira Place also used Omnichat’s coupon feature to facilitate and distribute their merchants’ promotional offer this summer, achieving an impressive open rate of 70 per cent and a redemption rate of 36 per cent. The outstanding results encourage us to develop the potential of conversational marketing further.”
Swire Resources Limited continuously enhances its e-commerce strategy with its commitment to innovation and customer satisfaction. With the green tick verification on its branded WhatsApp accounts, the brand authenticity and credibility have been strengthened.
“We can now centralise and manage all WhatsApp enquiries on Omnichat. The automated chatbots are also set up to handle 79 per cent of simple enquiries, improving customer service efficiency.” Christine Tam, senior e-commerce manager of Swire Resources Limited, mentioned. Using WhatsApp as a marketing channel, Swire blasted out WhatsApp broadcast messages to promote special offers for higher engagements and conversions during Double 11, meeting customers where they are.
Offering innovative chat commerce solutions across WhatsApp Business Platform, Facebook Messenger and Instagram, Omnichat bridges the gap between online and offline and captures opportunities arising from the omnichannel business environment, enhancing overall business performance.
Omnichat offers a free trial for customer service and marketing automation to all subscribers. Sign up in one minute and start using automated WhatsApp marketing.
