Editor’s Note
This article outlines Meta’s recommended strategies for leveraging WhatsApp as a marketing tool, focusing on business messaging and automation to enhance customer experience and drive growth.
Meta shared how to use WhatsApp as a strategic marketing tool, leveraging various categories of business messages and automation technology to enhance brand image, create exceptional customer experiences, and drive business growth.
Omnichat’s AI intelligent assistant, WhatsApp Flows, membership loyalty programs, and social advertising optimization features help brands strengthen customer interaction at every stage of the customer journey, improving conversion rates and return on investment.
Bauhaus has implemented round-the-clock customer service through a WhatsApp chatbot and used targeted broadcasts and coupons to guide online traffic to offline stores, significantly boosting engagement and conversion rates.
Luk Fook Jewelry utilizes WhatsApp and Omnichat to provide one-on-one video shopping services, creating personalized experiences and opening new channels for remote sales.
SMCP uses Omnichat to integrate marketing and sales messages into WhatsApp, perfecting its omnichannel strategy in Hong Kong and Southeast Asia, and uses data analytics to optimize remarketing strategies, driving sales growth.
HONG KONG, March 26, 2025 /PRNewswire/ — Omnichat, an omnichannel AI customer experience platform, recently hosted a large-scale physical seminar titled “Revolutionising Customer Experiences with AI,” bringing together industry leaders to delve into how to use WhatsApp and conversational AI to reshape customer interaction models and drive business growth. Representatives from global social media giant Meta, fashion retailer Bauhaus (whose key owned brands include SALAD and TOUGH), renowned jewelry brand Luk Fook Jewelry, and international fashion group SMCP (whose brands include Sandro, Maje, Claudie Pierlot, and Fursac) shared valuable insights and success stories.
As a Meta Business Partner, Omnichat shared applications of WhatsApp Flows in marketing during the event and launched new AI-driven solutions to achieve personalized marketing and create seamless interactive experiences on WhatsApp.
Key features of Omni AI include: an AI customer service assistant providing 24/7 support and resolving customer queries across integrated channels; an AI marketing planning assistant simplifying campaign creation, covering target audience segmentation, content generation, and customer journey design; and an AI sales assistant offering personalized product recommendations and streamlining the sales process to improve conversion rates. The upgraded platform also integrates a WhatsApp membership rewards system and social advertising optimization features, helping businesses reconnect with customers and maximize marketing ROI.
WhatsApp has extremely high penetration in Hong Kong, with Kantar research showing that up to 85% of consumers use it daily, presenting a golden opportunity for merchants to reach target customers.
She added that WhatsApp Flows, API, and automation technology, combined with Omnichat’s WhatsApp solutions, can help businesses streamline operations, provide 24/7 customer service, gain deep insights into customer needs, and build closer, more personalized customer relationships via WhatsApp.
Fashion retailer Bauhaus adopted Omnichat’s WhatsApp solution, successfully driving online-to-offline (O2O) sales and significantly enhancing customer engagement.
She added that thanks to Omnichat’s support for its WhatsApp strategy, Bauhaus’s customer service efficiency has improved, with chatbots automatically handling 93% of general customer inquiries. To further enhance the customer experience, Bauhaus is actively exploring more WhatsApp features, including membership points reward programs, interactive games, and WhatsApp product catalogs and payment functions.
Luk Fook Jewelry leverages Omnichat to seamlessly combine online and offline experiences, providing one-on-one VIP virtual consultant services via WhatsApp. Customers can browse Luk Fook Jewelry’s collections from home while receiving personalized advice from professional consultants.
He further noted that Omnichat’s product recommendation links can seamlessly guide customers from WhatsApp to Luk Fook Jewelry’s online store for shopping; and the sales data analysis provided by the platform helps evaluate the performance of each consultant, encouraging the team to provide better service. During the Lunar New Year period, Luk Fook Jewelry distributed 2,000 electronic coupons via WhatsApp, achieving an excellent redemption rate of over 16%. Additionally, WhatsApp restock reminders effectively drove sales, and Omnichat’s chatbot automatically handled 70% of initial inquiries.
International fashion group SMCP also revolutionized its customer interaction strategy in Hong Kong and Southeast Asia through Omnichat’s WhatsApp Business Platform solution. SMCP integrated WhatsApp communications for its Sandro and Maje brands into a single platform, enabling flexible cross-store conversation transfers, centralized management, and access to valuable customer data.
Furthermore, storing customer preferences and information in the Omnichat system ensures this valuable data is retained and not lost due to staff turnover. Through interaction records marked with customer tags, SMCP can tailor personalized interactions based on individual client preferences, enhancing customer satisfaction and loyalty. He also noted that the group is open to exploring AI-driven personal shopping consultants to further enhance its personalized service approach.
The insights and strategies shared at the seminar highlight how conversational commerce and AI can effectively optimize customer interaction. Success stories from multiple leading brands fully demonstrate how WhatsApp, Facebook Messenger, and Instagram Direct are reshaping the way businesses communicate with customers, setting a new standard for exceptional customer experiences.