In today’s competitive online world, keeping customers happy is critical. Businesses must find new ways to grab attention, connect with their audience meaningfully, and ultimately make more sales. This is where Emarsys, a leading customer engagement platform, and Omnichat, a robust messaging platform, team up to help you achieve that.
Emarsys: Understanding Your Customers
Emarsys goes beyond email marketing. It’s a complete customer engagement platform that helps you understand your customers better. Using innovative technology and customer data, Emarsys enables you to create targeted marketing campaigns across different channels, such as email, text messages, social media, and even pop-up notifications on your website.
Omnichat: The Messaging Expert
Omnichat bridges the gap between your business and your customers by letting you connect with them on the messaging apps they already use – WhatsApp, LINE, and others. This integration opens a powerful new way to communicate with your customers, reaching them directly where they spend most of their time. Studies show that people are 65% likelier to open WhatsApp messages than traditional emails. This makes it a valuable tool to ensure your message gets seen and acted upon.
Omnichat Integration with Emarsys: Omnichat Messaging API
Emarsys Journey Automation with Omnichat Message Nodes: Craft personalised messaging experiences throughout the customer journey. Define specific triggers based on customer-tagged information within your Emarsys journeys. For example, suppose customer birthday information is recorded within the Emarsys system. In that case, Omnichat can automatically send a WhatsApp message with a birthday exclusive voucher promotion, giving customers the feeling of appreciation and enjoying a personalised journey with the brand. This creates long-lasting loyalty while encouraging them to shop more. The automation ensures every touch point is met according to customers’ wants and needs.
Targeted Broadcasts: The Omnichat messaging API also allows you to send broadcasts to specific customer segments of your Emarsys journeys. Leverage Emarsys’s customer data platform to define conditions (e.g., recent purchase history, location) and send personalised messages on WhatsApp or LINE to those who meet that criteria. This tool is powerful for promoting flash sales, announcing new product launches, or sending appointment reminders.
Curious about how the Emarsys and Omnichat integration works under the hood? Here’s a simplified breakdown:
Figure 2: Emarsys & Omnichat Integration Overview
Emarsys allows you to define triggers within your customer journeys based on customer behaviours or actions. These triggers are based on the custom nodes set up within the Emarsys Automation Centre programs.
With the custom node, you can send WhatsApp and LINE messages to your customers through the Omnichat platform.
Omnichat allows its customers to create a message template with personalisation elements from Omnichat’s custom node.
When the trigger is activated within your Emarsys journey, it sends a secure API call to Omnichat, and the pre-set-up message content will be fired with the relevant recipient information.
Upon receiving the API call, Omnichat delivers the targeted message directly to the customer on their preferred messaging platform, WhatsApp or LINE. This real-time, personalised communication is based on the specific trigger within your journey, ensuring immediate and relevant customer engagement.
Each journey node will have a different Track ID when setting up the Call API. According to the Track ID, report statistics can be generated in Omnichat’s “Open API Send Record.” In simpler terms, you can track how well your WhatsApp and LINE messages performed, triggered by Emarsys journeys. If your Emarsys account is connected to the Google BigQuery database, you can directly view and apply the relevant data in Emarsys.
Figure 3: You can view the message reports in the Omnichat backend dashboard
Key takeaways of this integration include:
Boost Engagement with High-Impact Messaging: Leverage WhatsApp and LINE messaging to connect with your audience directly on their preferred channels. These platforms boast 95%—98% higher open rates than email, ensuring your message cuts through the noise and gets seen. This translates to increased customer engagement, improved click-through rates, and higher sales conversions.
Personalised Communication at Scale: Emarsys’s customer data platform empowers you to segment your audience with a much more targeted focus. Combine this with Omnichat’s messaging capabilities to deliver highly personalised messages that resonate with each customer. Imagine sending targeted WhatsApp or LINE messages with product recommendations based on a customer’s recent browsing behaviour or purchase history. This level of personalisation fosters stronger customer relationships and drives brand loyalty.
Automated Workflows for Effortless Communication: Streamline your communication processes and free up your team’s valuable time by automating message triggers based on events within your Emarsys journeys. You can configure automated WhatsApp or LINE messages for abandoned carts, order confirmations, shipping updates, appointment reminders, and more. This ensures your customers receive timely and relevant communication throughout their interaction with your brand, enhancing their overall customer experience.
Omnichannel Experience for a Unified Journey: The integration between Emarsys and Omnichat helps you create a truly omnichannel customer experience. Seamlessly integrate messaging channels with your existing email, social media, and messaging campaigns to create a cohesive customer journey across all touchpoints. This provides a consistent brand experience for your customers, regardless of how they interact with you.
From Browsing to Booking: A Smoother WhatsApp Journey
While Emarsys offers powerful customer journey capabilities, its WhatsApp functionality is limited to static messages. This is where Omnichat comes in. By integrating Emarsys with Omnichat, you can leverage Omnichat’s chatbotand WhatsApp flows feature to create a more interactive experience for your customers.
Emarsys triggers an API call to Omnichat, and then Omnichat can send out a personalised message that allows customers to interact within WhatsApp using the “WhatsApp Flow” feature
Imagine a customer visiting your website to explore your eyebrow tinting service but doesn’t book an appointment. Emarsys can capture this customer behaviour and trigger an API to Omnichat. Omnichat can then send a personalized WhatsApp message to the customer that includes the following:
An engaging message highlighting the benefits of your eyebrow tinting service with the following
Call to action buttons:
“Book an appointment” button: Clicking this button would initiate a WhatsApp flow within Omnichat, allowing the customer to efficiently complete a booking form directly in the WhatsApp chat.
“Speak to a consultant” button: Clicking this button would connect the customer with a beauty consultant through the chat, enabling them to get personalized recommendations and schedule an appointment if needed.
Offer personalised product suggestions based on browsing behaviour and purchase history through targeted messaging campaigns.
Provide real-time order tracking updates directly within WhatsApp or LINE, keeping customers informed throughout the fulfilment process.
Travel & Hospitality:
Offer 24/7 customer supportthrough messaging apps, allowing travellers to get assistance with booking changes, itinerary questions, or local recommendations.
Send automated mobile boarding passes via WhatsApp or LINE, eliminating the need for physical tickets and streamlining the check-in process.
Share exclusive destination guides and local recommendations through targeted messaging campaigns, enhancing the customer’s travel experience.
Banking:
Deliver secure one-time passwords (OTPs) for logins and transactions directly through WhatsApp or LINE, adding an extra layer of security and convenience for customers.
Send real-time personalised account balance updates or transaction notifications, informing customers about their finances.
Offer appointment reminders for in-person branch visits or financial consultations via messaging apps, improving scheduling efficiency and reducing no-shows.
Provide educational content on financial products and services through drip campaigns on WhatsApp or LINE, promoting financial literacy and engagement.
The integration between Emarsys and Omnichat empowers businesses to create a more connected and personalised customer experience. By leveraging AI-driven customer data and high-engagement messaging channels, companies can build stronger relationships, drive sales, and ultimately achieve their marketing goals.
Ready to take your customer engagement to the next level? Explore the possibilities of this powerful integration and see how Omnichat and Emarsys can help you connect meaningfully with your audience.