Omnichat, a leading omnichannel AI customer experience platform offering conversational commerce solutions and Meta Business Partner, recently hosted a conference titled “Revolutionising Customer Experiences with AI”.
In collaboration with Meta, Bauhaus, Lukfook Jewellery, and SMCP, the event explored how businesses can leverage WhatsApp and conversational AI to transform customer interactions and drive business growth.
“A well-defined WhatsApp strategy can drive significant business outcomes, from reaching customers at scale with ads that click to WhatsApp, to delivering targeted marketing messages and creating personalised in-thread experiences,” said Meta.
The widespread adoption of WhatsApp creates a unique opportunity for businesses to connect with customers throughout the entire customer journey. Vicky Yiu, Apac strategic partnership manager of Meta, shared how WhatsApp Flows, APIs and automation, in conjunction with solutions like Omnichat’s, enable businesses to automate processes, provide 24/7 customer support, gain a deeper understanding of customer preferences through conversations, and ultimately build stronger, more personal relationships.
“We have seen a threefold increase in leads and a 50 per cent reduction in lead acquisition costs through ads that click to WhatsApp. Furthermore, our WhatsApp coupon campaign drove online-to-offline traffic, with a remarkable 65 per cent redemption rate,” said Bauhaus.
Bauhaus, a multi-brand fashion and lifestyle retailer, has leveraged WhatsApp and Omnichat to achieve significant success in driving online-to-offline (O2O) sales and enhancing customer engagement.
“WhatsApp has enabled us to achieve increased sales, improved customer support efficiency, and more optimised marketing campaigns,” said Frances Wong, MD of Bauhaus. The WhatsApp strategy powered by Omnichat also enabled Bauhaus to improve customer support efficiency, with the chatbot automating 93 per cent of initial customer interactions.
“WhatsApp broadcasts, coupons, and interactive games allow our consultants to maintain a personal connection with clients, even remotely, and uphold our ‘Six Heartfelt Services’ commitment,” said Lukfook Jewellery.
Lukfook Jewellery has successfully integrated online and offline experiences by leveraging Omnichat to offer one-on-one virtual shopping services on WhatsApp. This allows customers to browse jewellery collections from the comfort of their homes while receiving the personalised attention of a dedicated consultant.
Nash Chan, senior e-commerce manager at Lukfook Group, cited a Chinese New Year campaign that distributed 2000 ESG-friendly coupons via WhatsApp, achieving a redemption rate exceeding 16 per cent. Nash also praised the speed of WhatsApp restock notifications for driving conversions, and the effectiveness of WhatsApp chatbot for handling 70 per cent of initial customer enquiries.
“By analysing customer data and browsing behaviour, we create targeted segments for WhatsApp broadcasts, delivering tailored offers that have driven click-through rates of over 14 per cent, compared to 3-6 per cent for email,” said SMCP.
SMCP, the international fashion group, leveraged Omnichat’s WhatsApp Business Platform solutions to transform its customer engagement strategy across Hong Kong and Southeast Asia. This strategic move consolidated all WhatsApp communications for its branches onto a single platform, providing flexibility in transferring chats between different sales associates or stores and valuable data insights.
“Our focus is on personalised one-on-one service, both pre- and post-sale, and on understanding our customers through data,” said Howell Wong, regional director of transformation and operations at SMCP. “This approach has resulted in a noticeable increase in traffic to both our e-shop and physical stores, optimising our marketing spending and efforts.”
“Our ‘Agentic AI as a Service’ platform goes beyond simple automation. It enables brands to create intelligent workflows that anticipate customer needs and drive meaningful engagement across the entire customer lifecycle,” said Omnichat.
Omnichat demonstrated how to leverage WhatsApp for targeted marketing, empowering businesses to create personalised customer journeys at the event.
Alan Chan, founder and CEO of Omnichat, unveiled new AI-powered solutions designed for seamless customer experiences. Key features include an AI Customer Service Agent for 24/7 support and personalised issue resolution across all channels; an AI Marketing Copilot to streamline campaign creation, from audience targeting to customer journey design and an AI Sales Agent boosting conversion rates with tailored product recommendations. The upgraded platform integrates WhatsApp Flows, an enhanced WhatsApp loyalty program, and social ad optimisation, maximising ROI through streamlined customer re-engagement.
The event highlighted how conversational commerce and AI can effectively optimise customer interactions. Success stories from several leading brands clearly demonstrate how WhatsApp, Facebook Messenger, and Instagram Direct are reshaping how businesses communicate with customers, setting a new standard for excellent customer experiences.
- For more information, please visit www.omnichat.ai.
