Imperial Healer Delivered Personalised and Interactive Sales on WhatsApp with Omnichat, Reaching an 18% Message Click-through Rate

With high-quality formulas developed by experts, Imperial Healer integrates health-preserving wisdom and modern scientific research, protecting customers’ health through a fusion of Eastern and Western practices. Their diverse range of nutritional and health products includes King of Cordyceps, King of Lingzhi Spore, King of Eye Care, Imperial Hair Rejuvenation, Imperial Cardiovascular Formula, King of Liver Care, among others, providing comprehensive health protection. Through Omnichat‘s conversational solutions, Imperial Healer used WhatsApp Business Platform, Facebook Messenger, and other instant messaging software to easily acquire new customers and expand their customer base, thereby increasing sales.

WhatsApp is one of the most popular messaging apps in Hong Kong, with higher usage and penetration rate compared to other communication platforms. Imperial Healer leveraged WhatsApp Broadcast to reach more potential customers and offered one-on-one chat support, creating a positive and engaging customer experience.

WhatsApp broadcast drove impressive engagement and revenue growth

One of Imperial Healer’s most frequently used features was WhatsApp broadcast messaging. The diverse formats supported by WhatsApp messages – including images, videos, text, and buttons – create richer, more engaging experiences for potential customers. Imperial Healer leveraged Call-to-Action buttons and promotion discounts in WhatsApp Broadcasts to drive website purchases. By seamlessly connecting customers with in-store sales agents through the ‘Contact Sales’ button, the automated chatbot bridged the gap between online and offline channels, ultimately boosting sales conversion rates.

Imperial Healer utilised WhatsApp Broadcast and Chatbot to occasionally send health questionnaires, gather customer preferences, and deliver timely, relevant product information directly to customers’ fingertips, achieving click-through rates of up to 18%.

Personalised WhatsApp marketing through customer segmentation, 1-on-1 customer-sales binding

More consumers are seeking personalised experiences, but traditional offline promotions and advertisements fail to segment customers for tailored experiences. The lack of resonance among consumers hinders the will to place their first orders. Additionally, advertising costs continue to rise without effectively capturing consumers’ attention, prompting brands to turn to various channels to achieve personalised marketing. Imperial Healer used Omnichat’s one-stop WhatsApp solution to precisely target audiences and maximise the effectiveness of promotional messages by utilising custom filter, tags, and CSV file uploads.

The 1-on-1 binding feature empowered Imperial Healer to provide personalised follow-up by assigning in-store sales agents to specific customers. Customers could communicate with dedicated sales agents at any time.By accessing customer data and chat history, sales personnel could provide personalised product recommendations based on customer preferences, thereby facilitating conversions.

Automated customer service boosted work efficiency

By setting up automated chatbots and keyword auto-replies, Imperial Healer could swiftly respond to customer enquiries 24/7. This included queries about how to redeem product samples, contact store sales, and find store addresses. Currently, with chatbots handling approximately 80% of general enquiries, customer service and sales teams could prioritise complex requests, increasing successful sales while reducing customer wait times.

Imperial Healer is dedicated to providing high-quality health products, enabling the public to enjoy all-round health experience like a royal family at any time. By harnessing the power of WhatsApp for marketing and sales, Imperial Healer not only efficiently attracts new customers but also establishes deeper connections that elevate the entire shopping experience.