One-stop Customer Service System
Centralised management of omni-channel messages from WhatsApp, FB, IG, LINE, WeChat to website live chat.
Click-through rate (CTR) for targeted broadcasts
Increase in booking rates via WhatsApp
Improvement in appointment show-up rates
Established in 2013, MEDILASE Medical Beauty Center is dedicated to providing clients with the best beauty solutions, focusing on three aesthetic goals: laser hair removal, medical aesthetics, and body slimming and contouring.
MEDILASE leveraged Omnichat’s WhatsApp Business API solution to centralise its operations.
By leveraging 24/7 chatbots and facilitating cross-team collaboration, we have better managed our customer service teams and ultimately improved our service standards.
MEDILASE utilised advanced customer segmentation to send tailor-made broadcast messages, including membership grade updates, festive promotions, new aesthetic equipment launches, and exclusive treatment offers for existing clients.
This targeted approach yielded exceptional engagement metrics: read rate up to 86%, click-through rate (CTR) more than 60%, compared to the typical 3-6% achieved via email.
MEDILASE utilised the platform to filter routine queries while seamlessly escalating high-value leads to human agents for personalised 1:1 consultations. This enabled the team to accurately identify specific skin concerns and aesthetic needs, providing tailored recommendations that directly drove booking intent. As a result, MEDILASE recorded a 25% increase in booking rates attributable to WhatsApp.
Furthermore, by sending automated appointment reminders and special announcements to existing clients, the brand improved show-up rates by 18%.
For its “Double 11” campaign, the brand designed a comprehensive WhatsApp game flow, seamlessly integrating promotion, interaction, and sales: precisely broadcasting offers information and game invitations to target segments. Users could participate in games (e.g., lucky draw, capsule toy) directly within WhatsApp. After the game, users could instantly redeem exclusive offers within the chat and receive order details directly, creating a smooth transition to the purchasing stage.
Exceptional Results: approximately 40% of customers participated in the interactive game and drove a 5% conversion rate.
By sending WhatsApp automated appointment reminders and special announcements—such as urgent service updates—to existing clients, the brand significantly improved show-up rates by 18%.
Centralised management of omni-channel messages from WhatsApp, FB, IG, LINE, WeChat to website live chat.
Customer profiles such as Purchase record, Shopping cart, and WhatsApp contact can be checked from Omnichat system, facilitating team collaboration.
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