Our focus is on personalised 1-on-1 service, both pre- and post-sale, and on understanding our customers through data.
— Howell Wong, Regional Director of Transformation and Operations of SMCP
Achieve customer service automation and reduce time spent on communication by 50%.
Centralise all messages from multiple channels in a shared inbox.
Categorise conversations automatically based on their progress, minimising repetitive tasks.
Integrate website systems to have a clear view of customer data: member IDs, cart information, order numbers, and browsing pages.
Utilise the first-party data to effectively engage with customers.
Assign and take over conversations for multi-user collaboration. Synchronise customer information with Internal notes.
Statistical reports also enable management teams to quickly comprehend situations in haste.
Integrate and manage multiple messaging channels, including Official WhatsApp Business API, Facebook, Instagram, WeChat, LINE and Website Live Chat in one centralised platform.
Categorise conversations based on progress. Support team assignment and conversation takeover to facilitate collaboration.
Track and Record Customer Information – More than Just a Customer Support System, but also a Social CRM. Identify your target audience based on customer shopping behaviour and habits.
Automate your responses to common customer queries by setting up keyword triggers.
Automate assignments and allocate conversations to team members.
Pre-define frequently used responses for quick access across various channels to improve work efficiency.
Collect and analyse customer browsing data for further assistance.
Facilitate answering customer queries and identifying customer needs for effective upselling.
Comprehensive chat statistics reports enable brands to understand customer interaction patterns and customer service team workload.
View data from various angles, including:
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Our focus is on personalised 1-on-1 service, both pre- and post-sale, and on understanding our customers through data.
— Howell Wong, Regional Director of Transformation and Operations of SMCP
WhatsApp has enabled us to achieve increased sales, improved customer support efficiency, and more optimised marketing campaigns.
— Frances Wong, Managing Director of Bauhaus
WhatsApp Business solutions enhance the efficiency of customer services, with the automated chatbot handling over 90% of general enquiries, it allows our team to focus on marketing work and nurturing deeper customer relationships.
– Jonathan Ko, Chief Marketing Officer of Hong Kong Life
Thanks to its strategic deployment of Chat Commerce when the epidemic broke out, Sa Sa has stood out in a rapidly changing and highly competitive business environment, leading to 400% YoY growth in website sales!
– Hong Li, Director of eCommerce at Sa Sa International Holdings Limited
The highly sought-after Brow & Lip Wax Service is now available for online reservation through the official website as well as messaging apps, which has resulted in a significant increase in the booking rate by 30%!
– Sue Leung, Retail & Operations Manager of Benefit Cosmetics Hong Kong
Leveraging the power of WhatsApp, FILA pushed on its digital transformation strategy by adopting Omnichat’s chat commerce solutions to deliver a complete and multi-faceted shopping experience, and its website conversion jumped by 3.5 times.
– Matthew Tam, eCommerce Manager of FILA
OSIM introduced ‘Online-merge-Offline’ (OMO) sales feature, achieving omni-channel retailing and 30% of conversion rate.
– Regina Ip, Marketing Manager of OSIM
Eu Yan Sang adopted a new retail approach ‘Online-merge-Offline’ to help deliver the omnichannel customer experience, and its Gross Merchandise Volume (GMV) has increased by 10 times.
– Vivian Chan, Senior Manager (E-Commerce) of Eu Yan Sang (HK) Limited
Leveraging Omnichat’s chat commerce solutions, Lukfook can automatically divert online customers’ enquiries to its jewellery consultants via WhatsApp Business, delivering a seamless and personalised shopping experience with warmth.
– Candy Tsui, Marketing Director of Lukfook Holdings
Kidsland(LEGO®️ Certified Store) introduced Omnichat’s OMO solution to provide personalised service, and earned $600k revenue in 2 weeks.
– Ching Yiu Lee, Chairman and CEO of Kidsland
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