WhatsApp marketing is a new form of marketing where brands promote or sell products, provide personalised services, and build relationships with customers through WhatsApp. Omnichat is a WhatsApp business solutions provider of Meta, specialises in empowering retailers to leverage WhatsApp to deliver end-to-end customer journeys. The company has collaborated with a myriad of renowned brands and successfully achieved significant conversion for the clients.
- Loyalty & Engagement Awards – Best Pandemic Response - Gold
- MARKies Awards – Best Use of Digital Solution – Silver
- MARKies Awards – Best Idea – Customer Acquisition - Bronze
Working closely with Omnichat, different retailers introduced an innovative “Online-Merge-Offline” (OMO) approach with the aim of combining eshop and offline professionals as well as capitalising on the emerging trend of convenient consultation and omnichannel purchase needs.
One-on-one selling via WhatsApp business platform
With the emerging trend of OMO retailing, many brands have started utilising WhatsApp business platform to accelerate digital transformation and deliver services across multiple customer touch points.
Once online customers enter into the eshop and connect with WhatsApp, they are able to select their preferred stores for consultation through chatbot. The system will then automatically assign corresponding consultants from the stores to follow up with the customers.
When offline customers scan the QR code of WhatsApp account at the brick-and-mortar stores, they will also be directed to the pre-set automated chatbot and assigned to corresponding agents.
The introduction of WhatsApp one-on-one consulting services resulted in more member acquisitions and decreased customer waiting time, when compared to telephone calls and email enquiries.
Personalised recommendations of products on WhatsApp
During the WhatsApp conversations, the consultants understand customer needs and recommend products accordingly with purchase links. Once customers click the links and complete the online purchase, revenue would be recognised to dedicated consultants with extra incentive. It also bridges the digital interactivity of online channels and offline consultants.
With Omnichat, flexible consultation services can be easily provided to customers through WhatsApp without geographical boundary, allowing customers to purchase suitable products with a few clicks which significantly enhance the convenience.
WhatsApp appointment for offline one-on-one services
The epidemic situation has now stabilised but more consumers adopt hybrid shopping behaviour, which means purchasing across physical stores and ecommerce channels. Dozens of retailers provide online reservation through the website nowadays, however, using WhatsApp for scheduling or modifying appointments is more convenient and easy-to-access for consumers. With Omnichat’s advanced technology, flexible WhatsApp bookings with high accessibility can be supported if customers wish to make or reschedule face-to-face service reservations.
Founded in 2017, Omnichat is an omnichannel chat commerce solution provider in Asia Pacific that centralises customers’ conversations from WhatsApp Business Platform, Facebook Messenger, Instagram, LINE, WeChat and website live chat into a single platform to enhance efficiency.
Leveraging online-merge-offline(OMO) sales integration, marketing automation, chatbots as well as customer service platform, Omnichat is committed to empowering brands to deliver personalised shopping experience and drive smart retail transformation.
This article is sponsored by Omnichat.
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