OMO sales (Online-merge-Offline sales) connects digital channels and in-store teams into one conversational sales journey.
With AI-powered WhatsApp 1-on-1 sales chat, Omnichat helps brands manage customer journeys, capture sales opportunities, and improve omnichannel sales conversion across every touchpoint.
Brands using an OMO sales approach have increased average customer spending by up to 92%, according to Omnichat data, by engaging customers across multiple online and offline touchpoints.
OMO sales connects digital channels and in-store teams into a single conversational sales journey. Through AI-powered WhatsApp 1-on-1 sales chat and omnichannel customer management, businesses can attract, convert, and retain customers more effectively while improving sales conversion and overall customer experience.
Centralise and manage customer data by integrating WhatsApp Business API with Omnichat. Sales and marketing teams can access a unified customer list across channels, allowing better customer management, clearer customer journeys, and more personalised conversational sales interactions.
Bind customers to frontline sales teams to deliver customised sales experiences for different audiences.
This connection allows sales representatives to provide consistent follow-ups, personalised recommendations, and ongoing relationship management across both online and offline touchpoints.
Track sales conversion by sending product referral links to customers through WhatsApp sales chat. When customers complete a purchase, businesses can measure sales performance accurately across channels, helping teams understand which conversations, touchpoints, and sales opportunities drive revenue.
Leading brands across retail and travel have adopted WhatsApp OMO sales to connect online and offline customer journeys, improve conversational sales, and drive measurable sales conversion.
Watsons enables customers to book professional services with pharmacists and dietitians through WhatsApp, effectively diverting online enquiries to offline store visits.
To strengthen the OMO sales loop, Watsons also includes WhatsApp QR codes on printed in-store receipts, converting offline shoppers into online contacts and creating ongoing opportunities for conversational sales and customer engagement.
Fortress launched a “Chat and Buy” conversational sales service that allows customers to make instant product enquiries and place orders directly through WhatsApp.
This approach shortens the customer journey, improves response speed, and helps convert conversations into sales by combining real-time support with omnichannel sales capabilities.
Miramar Travel uses chatbots to automatically assign travel consultants based on customer enquiries, ensuring faster response times and better customer management.
Through WhatsApp conversations, consultants address customer requirements and share product referral links, with WhatsApp-driven conversations accounting for 100% of the average total revenue of the online store, according to Omnichat data.
Chat & Buy enables businesses to guide customers through a complete OMO sales journey using WhatsApp. By connecting QR codes, binding links, and chatbots through OMO binding, customers can engage directly with specific stores and sales associates, creating a more personalised and measurable conversational sales experience.
Customers can connect with specific stores and sales associates on WhatsApp by scanning QR codes, clicking binding links, or interacting with chatbots. This binding process establishes a clear relationship between customers and frontline sales teams, forming the foundation of OMO sales and customer management.
Sales teams recommend products through WhatsApp conversations, guiding customers to complete purchases either online or in-store. This conversational sales approach shortens the customer journey, increases engagement, and helps convert enquiries into sales across multiple channels.
All online customer orders are tracked automatically with staff performance attribution. This enables businesses to measure sales conversion accurately, recognise cross-channel contributions, and optimise omnichannel sales strategies based on real performance data.
Chat to Order allows sales teams to convert conversations into transactions directly within WhatsApp. By enabling guided ordering through chat and supporting WhatsApp catalog and payment, businesses can reduce friction in the buying process and capture sales opportunities at the moment of customer intent.
With a customer-centric approach, sales representatives can prefill product details and generate orders on behalf of customers through WhatsApp conversations. This personalised support simplifies decision-making, enhances the shopping experience, and encourages impulse purchases without disrupting the customer journey.
Customers can review and complete order details, select preferred pickup options, and choose suitable payment methods based on their needs. After a successful order is placed, automatic notifications are sent via WhatsApp messages, ensuring clear communication and a smooth end-to-end sales experience.
Customers can bind to frontline sales teams by scanning QR codes or clicking binding links when connecting through WhatsApp. This establishes a direct relationship between customers and specific stores or sales associates.
Customers can bind to frontline sales teams by scanning QR codes or clicking binding links when connecting through WhatsApp. This establishes a direct relationship between customers and specific stores or sales associates.
Sales representatives select products from the website and send product referral links to customers for purchase. Businesses can track clicks, orders, and order details to measure sales conversion across channels.
Multiple sales agents can conduct one-to-one video calls with different customers at the same time, supporting virtual shopping experiences while maintaining personalised engagement.
Coupons can be used to increase customers’ willingness to spend, encourage immediate purchases, and drive revenue growth through targeted conversational sales campaigns with integrated coupon management.
Track key metrics including the number of bound customers, messages sent, product referral orders, and overall sales performance to gain clear insights into omnichannel sales effectiveness.
Sales teams can save frequently used replies in advance to handle common enquiries efficiently, improving response speed and overall productivity.
Customer contact information and conversation records are automatically backed up in the cloud, allowing managers to access messages at any time and maintain consistent service quality.
Supports iOS, Android apps, and web access. Team members can respond to customers and review product referral performance anytime, ensuring continuous omnichannel sales operations.
OMO sales, or Online-merge-Offline sales, connects online and offline sales channels into a single customer journey. By unifying WhatsApp conversations, website interactions, and in-store engagement, businesses can deliver consistent customer experiences, capture more sales opportunities, and improve overall sales conversion across channels.
Omnichat uses AI to power conversational sales through WhatsApp and other channels. AI helps route enquiries, automate responses, recommend products, and support Chat & Buy experiences, allowing sales teams to respond faster, personalise conversations, and convert customer intent into purchases more efficiently.
Yes. Omnichat’s AI agents support sales by guiding customers through product recommendations and ordering, assist marketing teams with personalised campaigns and coupon distribution, and help customer support handle common enquiries and order updates. This enables businesses to scale customer engagement while maintaining service quality.
A top rated AI omnichannel customer experience platform connects online and offline touchpoints, uses AI to personalise conversations, supports real-time customer engagement, provides sales and conversion tracking, and integrates with CRM systems. These capabilities allow businesses to manage customer journeys effectively and optimise sales performance across all channels.
Effective AI sales tools support conversational engagement, lead qualification, automated follow-ups, and CRM integration. Omnichat integrates with WhatsApp Business API and CRM platforms to centralise customer data, track engagement history, and manage sales conversations in one place. To see how this works for your business, you can request a personalised demo here.
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