Building an Omnichannel Messaging Strategy: Is Retail Missing Out?

In an era where the line between digital and physical retail continues to blur, seamless customer experience and tailored marketing are paramount. 

Addressing this, Omnichat, an omnichannel messaging integration platform, unveiled its latest solutions and achievements in an event that saw participation from social media giant Meta and leading retail brands Sa Sa and Vita Green.

The event titled "Future Commerce Summit cum New Product Launch" took place in Hong Kong SAR on the first week of May 2023 providing an insightful glimpse into the evolving retail landscape of the year. The attendees deliberated on retail trends and the power of WhatsApp Marketing in nurturing conversions, improving sales, and delivering a top-notch customer experience.

As a key player in the business solutions sphere, Omnichat announced a suite of their latest social commerce solutions. This included an Automated Customer Journey, Social Customer Data Platform (Social CDP), In-Chat Payment, and an intriguing integration with "Omni AI," powered by ChatGPT. These cutting-edge tools aim to enable retail businesses to deliver swift and effective customer service, facilitate more engaging interactions with customers, and ultimately, boost the sales conversion rate from both online and offline platforms.

Omnichat's innovative solutions are built in alignment with Meta's vision to create technologies that foster connection. Acknowledging the burgeoning demand for interactive business communication, Meta’s partner lead, Adam Bowden, noted that 70% of consumers worldwide use instant messaging software to interact with businesses. The integration of WhatsApp Business Platform into their offerings underscores Meta's commitment to enhancing merchant-customer relationships, thereby boosting consumption.

A survey by Meta & Forrester Consulting found that 88% of businesses experienced revenue growth due to WhatsApp. Claudia Chiu, senior strategic partner manager at Meta, highlighted how the WhatsApp Business Platform could customize communication based on customer profiles or scenarios, thus creating a comprehensive shopping journey.

Through Omnichat's Chat Commerce platform, Sa Sa has significantly improved customer response times and sales conversion rates. It has also seen a whopping 39-fold increase in coupon redemption rates, thanks to the distribution of exclusive coupons via WhatsApp and Omnichat.

Vita Green too has been leveraging WhatsApp and Omnichat for member engagement and digital marketing. According to Terrence Siu, head of IT at Vita Green, the platform has provided a new communication channel that has amplified sales and enriched the customer experience.

Meanwhile, Omnichat is transforming the way brands communicate across WhatsApp Business Platform, Facebook Messenger, and Instagram. Alan Chan, Omnichat’s founder and CEO, envisions over 20% revenue growth for businesses using their Social CDP and automated customer journey solutions.

Image credit: iStockphoto/VectorBird