Broadcast
Broadcast WhatsApp, Facebook, LINE messages to target audience. Reports for reviewing revenue and click-through rate results are generated automatically.
Post-consultation follow-up messages open rate
OMO trial campaigns open rate
eShop and CS inquiries are successfully routed and handled via WhatsApp
Wai Yuen Tong is the leading Chinese proprietary medicine and health supplement brand in Hong Kong. Wai Yuen Tong develops a diversified range of traditional Chinese medicine (TCM) and healthcare products, and features registered TCM practitioners across more than 70 retail stores. Meanwhile, it has expanded its market from Asia to North America to promote TCM and wellness culture globally.
Wai Yuen Tong decided to adopt Omnichat’s WhatsApp Business API solution. This allowed them to consolidate multi-channel messaging, enhance customer engagement, and collect data for subsequent remarketing.
We do not adopt technology simply to look tech-savvy, but to bring ‘warmth’ and foster human-to-human interaction. Our ultimate goal is to leverage Omnichat’s digital tools to bring customers back to our physical stores for genuine interactions with our staff and TCM practitioners, thereby perfecting the entire customer journey.
Previously, gathering customer data required redirecting users to external landing pages or engaging in a repetitive question-and-answer format. Wai Yuen Tong utilised Omnichat’s WhatsApp Flows feature, allowing customers who clicked on a Facebook ad or post to enter WhatsApp and fill out basic registration forms directly within the chat window. Completing the entire process without leaving the app drastically reduced form-drop-off rates.
Wai Yuen Tong also leveraged Omnichat’s OMO (Online-Merge-Offline) sales solution. Using their flagship products as an entry point, they guided online users into the chat commerce environment to claim digital vouchers, which could then be redeemed at physical retail stores. This strategy successfully achieved a 76% message open rate and generated massive new foot traffic for brick-and-mortar stores across Hong Kong. This “online conversation, offline experience” OMO strategy effectively boosted product trial conversion rates, significantly increasing the likelihood of turning trial users into paying customers. Concurrently, satisfied customers organically shared their positive experiences, further stimulating sales growth.
By deeply integrating their CRM system with Omnichat, they designed automated WhatsApp customer journeys tailored for both product replenishment and in-store TCM consultation services
Support tracking customer identities across channels. Customers connect with WhatsApp, FB, and LINE on the website, and their omnichannel behaviour will be recorded for remarketing.
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