The number of confirmed cases of COVID-19 surged and hit a record high in Hong Kong. Under the stricter social-distancing measures, how to integrate physical stores and e-commerce to provide a seamless shopping experience to customers will be the top priority of retailers. Omnichat – the leading omni-channel chat commerce solution provider in Asia Pacific, provides a one-stop solution of customers’ conversation management and automated marketing. The solution unifies all customers’ chats and data from different instant messaging channels into one single platform. It also comprises an OMO (Online Merge Offline) function which directs online visitors’ queries to frontline salespersons for handling. This strategy not only supports salespersons to exert greatest value when customers are staying indoors, additional revenue is also generated to shops during this tough time. Game and coupon modules are also newly launched to boost sales in a fun and playful way. The solution has been rapidly adopted by well-known brands such as Timberland, Lukfook Jewellery, Sa Sa, etc. for capturing the opportunities of omni-channel chat commerce under COVID-19.
Timberland partners with Omnichat to successfully direct visitors from online channels to salespersons at physical stores for follow up. The conversion rate has reached a new high record upon the integration. For visitors firstly enter the Timberland’s website and click on the chatbot provided by Omnichat, they will be automatically connected to the WhatsApp Business Platform of Timberland’s salespersons. Once salespersons send out products link to customers, they can make the commission when customers complete the purchases in online shops.
With the aim of connecting customers across multiple touchpoints, Timberland also uses Omnichat’s coupon and game module to attract new customers through WhatsApp, Facebook Messenger, LINE and their physical shops, bringing extra income to frontline salespersons during the raging outbreak of pandemic.
JJ, Marketing Manager of Timberland (Hong Kong and Taiwan) said, “Connecting CRM is a very important feature for brands. Since launched in May 2021, Timberland’s official account has recruited 110,000 members in less than eight months, and achieved a five-fold increase in conversion rate by using Omnichat.”
The selling price of jewellery products is generally higher thus customers will need longer time to consider. Even though customers haven’t finished their purchase in stores, jewellery consultants only need to provide their designated QR codes for customers to scan, which will further enable them to continue their conversation through Whatsapp Business Platform as well as move their sales from offline to online.
Alternatively, online customers will be diverted from website to Lukfook’s WhatsApp Business Platform. Leveraging on Omnichat’s 1-on-1 video shopping feature, customers can explore the exquisite jewellery without leaving home. Not only do jewellery consultants deliver a seamless and personalised shopping experience with warmth under the pandemic, but they also convert WhatsApp into an exclusive VIP room for each customer, and consolidate the leading position of Lukfook Jewellery in the market.
Candy Tsui, Marketing Director of Lukfook Holdings remarked, “Face-to-face communications is essential for jewellery selling. With the entire globe weathering COVID-19, the 1-on-1 video shopping feature supports our jewellery consultants to uphold our ‘Six Heartfelt Services’ culture, that fulfils customers’ need with a caring heart and offers sincere quality services.”
By utilising Omnichat’s chat commerce solution, Sa Sa can efficiently manage all customer messages from Facebook, WhatsApp, Instagram, WeChat, live chat, etc. into a single place with enhanced operating efficiency. Customers’ queuing time has been reduced significantly by setting up 24/7 chatbots to handle instant customer enquiries. Customers of Sa Sa are concerned about promotions, trends of cosmetics and the latest information on products especially for prevention of pandemic. Effective use of chat commerce with coupon codes greatly enhances the conversion.
Sa Sa’s customer service team can also classify and label customers, in accordance with their previous shopping behaviour, to perform user and market segmentation. Through broadcasting system of Omnichat, Sa Sa is capable to target customers accurately in its campaigns that further optimises Sa Sa’s omni-channel marketing capabilities.
Hong Li, Associate Director (E-Commerce) of Sa Sa said, “After integrating our existing messaging channels with Omnichat, we are competent to communicate with our customers in a faster way. We have also seen significant enhancement of communication efficiency among customers and salespersons, and therefore allowing our salespersons to concentrate more on revenue boosting.”
OMO (online merge offline), a new retailing trend that physical stores and e-commerce are not competitors but complements. Integration of different touchpoints are becoming increasingly important so as to create more possibilities for retailing. Alan Chan, Founder and Chief Executive Officer of Omnichat said, “We are delighted that our platform empowers retailers to achieve remarkable results in omni-channel retail landscape. Omnichat has always been at the forefront of chat commerce innovation and we are committed to developing more brand-new features on sales, marketing and customer service that enhance retailers to deliver a seamless and personalised shopping experience.”
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