Mannings achieved a 40% increase in ROI via WhatsApp

Mannings has developed WhatsApp as one of its main communication channels, building customer relationships with one-on-one health consultations, while engaging shoppers with more customised marketing messages, resulting in a remarkable 40% increase in ROI and 8x message click-through rate.

increase in ROI


click-through rates


improvement in response efficiency

Brand Story

Mannings is one of the largest health, personal care, and beauty retailers in Hong Kong, known for offering high-quality products at good prices. With a strong presence both online and through its extensive network of over 300 physical stores, Mannings is dedicated to providing personalised customer service – including individual consultations from its expert pharmacy teams.

to achieve business goals
Customer Engagements

Mannings has partnered with Omnichat to develop a more dynamic customer engagement approach, while also utilising the WhatsApp Business Platform to share the latest promotions.

From unique marketing promotions to one-on-one consultations with experts, using WhatsApp helps us build personal connections with customers. Message open rates in WhatsApp are three times higher than SMS, and message click-through rates in WhatsApp are eight times higher than email messages.

Jammy Chiu, Head of Digital Business of Mannings

1-on-1 Consultation

Mannings introduced one-on-one pharmacy consultations through WhatsApp to connect with a diverse range of shoppers. Customers can access WhatsApp and continue their conversations with a pharmacist, even when they are offline or away from the physical store.



WhatsApp Coupon

Mannings has adopted a more creative approach to engage customers by utilising Omnichat’s e-coupons with a ticking ‘countdown’ until expiration and other offers, encouraging shoppers to redeem them quickly.

Chatbot Automation

The automated chatbot with a quick menu of options has allowed customers to easily select the services they need, leading to a 95% improvement in message response efficiency.

Increase 40% in ROI and 8x CTR

Achieving outstanding results with a 40% increase in ROI, 8x message click-through rates and 3x message open rates in WhatsApp, Mannings looks forward to deepening customer engagement and improving internal productivity.

features used by the brand
Website Remarketing
Personalised promotional messages will be shown automatically based on customer browsing pages and dwell time.
Broadcast WhatsApp, Facebook, LINE messages to target audience. Reports for reviewing revenue and click-through rate results are generated automatically.
Customer tags
Tag customers based on their behaviour such as browsing pages, clicking buttons, interacting with Chatbot, and purchasing items for remarketing.
Automated Chatbot
Set up automated WhatsApp, FB, IG and LINE Chatbot to reduce customer waiting time.
Available for online and offline stores. Support tracking, counting, and distribution quantity features. Exclusive coupons can be sent to VIPs by sales.

Using WhatsApp, we give small customer service teams a large reach, improving our response efficiency by 95 percent in less than a year. By showing our customers that we’re there for them whenever they need us, no matter how they’re feeling we enhance service quality and build brand loyalty, while lowering call center operating costs.

Jammy Chiu, Head of Digital Business of Mannings

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