Meta, Bauhaus, Lukfook Jewellery and SMCP lead WhatsApp commerce with Omnichat

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.” – Meta

The widespread adoption of WhatsApp creates a unique opportunity for businesses to connect with customers. Vicky Yiu, APAC strategic partnership manager of Meta, shared how WhatsApp Flows, APIs and automation, in conjunction with solutions such as Omnichat's, enable businesses to automate processes, provide 24/7 customer support, gain a deeper understanding of customer preferences, and ultimately build stronger, more personal relationships.

“We have seen a 3x increase in leads and a 50% 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% redemption rate.” – 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—with the chatbot automating 93% of initial customer interactions—and more optimised marketing campaigns." stated Frances Wong, managing director of Bauhaus.

“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.” – Lukfook Jewellery

Lukfook Jewellery has successfully integrated online and offline experiences by leveraging Omnichat to offer 1-on-1 virtual shopping services on WhatsApp. Nash Chan, senior eCommerce manager of Lukfook Group, highlighted a Chinese New Year campaign that achieved a 16% redemption rate on 2,000 ESG-friendly coupons. He also noted WhatsApp's effectiveness in driving conversions through restock notifications and handling 70% of initial customer enquiries via chatbot.

“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%, compared to 3-6% for email.” – 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. “Our focus is on personalised 1-on-1 service and understanding our customers through data,” mentioned Howell Wong, regional director of transformation and operations of SMCP. “This approach has resulted in a noticeable increase in traffic to both our e-shop and physical stores, optimising our marketing efforts.”

“Our 'Agentic AI as a Service' platform enables brands to create intelligent workflows that anticipate customer needs and drive meaningful engagement across the entire customer lifecycle.” – 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 across customer service, marketing and sales, powered by its AI agents. The upgraded platform integrates WhatsApp Flows, an enhanced WhatsApp loyalty programme, and social ad optimisation, maximising ROI through streamlined customer re-engagement.

The event highlighted how conversational commerce and AI can effectively optimise customer interactions with success stories of WhatsApp, Facebook Messenger, and Instagram Direct, setting a new standard for excellent customer experiences.

This article is sponsored by Omnichat.