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Retail Analytics and WhatsApp Marketing Webinar​

Retail analytics using Elementor #7649 to enhance whatsapp marketing strategies.
Retail stores facing challenges.

Webinar Summary & Key takeaways

Barry’s Presentation (Retail Analytics): Barry talks about retail analytics and its relevance to both physical and online retail. He discusses the challenges faced by the retail industry, including the shift in shopper behavior due to COVID-19. He emphasizes the importance of understanding the new digital shopper and leveraging data to provide personalized experiences. Barry discusses various data points that can be captured in physical stores and how they contribute to improving customer experience, staff efficiency, and marketing strategies.

Omnichat Presentation (WhatsApp for Business): Nixon discusses chat commerce and the use of WhatsApp for businesses. He shares statistics on the growth of chat commerce in Southeast Asia and highlights the benefits of utilizing WhatsApp for customer communication. Nixon compares the open rates of WhatsApp, email, and SMS, demonstrating the higher effectiveness of WhatsApp in terms of message engagement. He outlines three main ways businesses can leverage WhatsApp: acquiring new customers, driving conversions and sales, and increasing efficiency with chatbots.

Elementor's solution demonstrates how it works.

Full transcript:

[00:00:01.190] – Host

Hey guys, how are you doing? I hope you’re all doing very
well. Firstly, I would like to make sure can you hear my voice? Yes? No? Okay,
perfect. Yeah guys, it’s really honor to finally meet you online and I hope the
weather is calm and nice and Malaysia and Indonesia. So welcome all our
friends. We’re all very happy to have you here. I see there are some people
still not coming in, but I don’t think we have the time to wait for them. So we
will start straight away. So I hope you guys all have make yourself some nice
good coffee and tea, find yourself a comfortable corner and really enjoy our
webinar. We’re here to assist you and to help your business. We really hope
that we can provide you with some valuable insight to let you know how to
conquer some difficulties you might experience in your retail business. Or
perhaps you might find some very insightful strategies that would help you to
bring your business to the right next level. So I would like to introduce our
honorable speaker, which is Barry from He will be the founder and
CEO and also our partner from Ominichat, which is Nixon.

He’s our senior business representative. So I’m sure that
you will have a great time and we will have a QAS section in the very end of
our webinar and we also prepare you a pretty surprise, a small surprise. So
make sure that you stay with us, bear with us till the very last minute. Okay,
so now I’m going to pass my screen to Barry. Barry, are you ready? Yep. Okay.

[00:01:49.810] – Barry Ooi (

All right, I’m going to share my screen in a okay, here we


Thanks, Ellen. Very good afternoon to everyone who took
precious time out of your Thursday to join us today. My name is Barry. I’m the
co founder and CEO of Comeby. We are a retail analytics platform. We’re based
in Malaysia, but we operate globally. For those of you who are from Malaysia,
it’s worth noting also that we are a Mexico subsidiary, which is Malaysia’s
largest telecommunications company. So data is core to our being. What I’m
going to be covering on today’s topic is essentially it’s going to be retail
analytics 101. And this is going to be focused very much on goods and products
kind of retail. So for my friends from the FNB industry may not be super
relevant, but I’m sure there are some things that you can take away from my
talk today. So I’ll be covering, I guess, the background of where we are today
in the retail industry. And then I’ll share more about what actually is retail
analytics. And then number three, why it’s important and how to gather more
data inside.

Your offline retail stores.Okay, so I’m going to start
first. With let me see. There we go. So the retail landscape has shifted quite
a bit.

Yeah. Especially since post COVID. What we’re seeing is that
increasingly tougher challenges, sure, people are coming back to your shopping
malls, coming back to your retail stores, and so on, but what. We’re seeing is
still that they’re coming back, but they’re not necessarily buying. There’s a
lot of window shopping activity nowadays, and a lot of this is driven by the
search in e commerce activity that we saw during COVID People got very
comfortable and used to shopping on shopee, lazada and so on. So they’re coming
back to the stores for the experiential touch. And, you know, maybe they take
some time, they go home, they search online on shopee, and then they buy
elsewhere instead. So they’re coming back to the stores, but not necessarily

The second challenge is this increased competition with
ecommerce.As I mentioned during COVID shoppers became.More savvy with shopping
online. They’re smarter now, so even when they come to your offline stores,
they know how to look for more information. They know how to search, pick up
the phone to look for reviews, maybe snap a picture and send it to their
friends and ask them, hey, what do you think about this? They know how to
Google online for better deals as well.

And another challenge also with your stores opening back up
again, you’re spending thousands of dollars to drive your marketing campaigns,
to drive people back into the stores. But without any actual data on the
traffic and footfall that’s coming into your offline stores, your promotions
are kind of like blind shots in the dark, right? You’re not really sure if what
you’re doing is working or not. And this leads me to essentially the key to
this whole problem here, the digital shopper.

The post COVID shopper is post omnichannel. I think we’re
all familiar with the term omnichannel. Omnichannel means that you’re present
on all channels. You’re present on shopee. You’re present on, let’s say,
Zalora. You’ve got your own e commerce website, you’ve got your physical
stores, and then maybe you’ve got your live streaming stores as well. But
shoppers are not just omnichannel, they are digital, meaning that they’re
coming back to your stores now, but they’re also online at the same time that
they are offline inside your stores quite often. I’m sure many of you have
noticed your customers in your stores pulling out their phones to look for more
information or maybe perhaps taking pictures and so on. So this is what we call
the digital shopper. So for this new kind of shopper, how can we actually sell
better to them.

Now, taking you guys back to school for a bit. So recall
that shopper funnel, right? Many of you have e commerce websites, right? So I’m
sure you know that through Google analytics, through your own e commerce
analytics solutions and so on, you know that you’re able to measure everything
that happens on your website.

You know how many people come into your website. You know
whether they stay or whether they bounce? How long are they spending on your
website? Are they really exploring through different pages? What products are
they looking at? Do they put products into their shopping cart and then leave
the website? And do they eventually convert them out at the end? So the point
of this funnel here, and this is essentially the key to my whole webinar today,
is this shopper funnel, right? So the key to this funnel for an ecommerce store
is to trying to understand, to a microscopic detail what people are actually
interested in and doing on. Your website with the sole purpose of at the bottom
of the funnel to remarket back to them regardless of whether they make a
purchase or whether they came to your website. And then they bounced out. You
want to remarket to them and you want to make it very, very personalized. And
according to research, 80%, four in five shoppers are more likely to make a
purchase if they had experienced a personalized, customized retail experience.

Essentially, people want to feel special, right?

And that’s why it’s super important to understand and
capture as much information as you can about every single shopper that comes
into your stores.

Now let’s switch a little bit and think about the offline
retail store. What do you think are the stages inside an offline retail store? What
kind of data points would you be able to capture? What kind of questions would
you ask? I’m going to see whether anyone can chime in in the chat. Anyone has
any thoughts?


Omar, Fiona, I’m just calling out names from the attendees
list here.

[00:08:15.380] – Host

I would say browsing as well.

[00:08:17.780] – Barry Ooi (


Browsing behavior? Yep. Okay, so are people actually
browsing in your store? Customer experience. Okay, Indira, how would you
actually measure and quantify this customer experience? Anyone else got
thoughts? Let’s try to get to some measurable detail traffic to store.

Great. That’s a good one.

So, let’s see. So, yeah, let’s let’s start with traffic to

So, as an offline retail store, you want to know? Okay, I’ve
spent like hundreds of thousands of dollars to open up a store inside, let’s
say, Pavilion KL, right? I’ve spent so much on renovations. It looks so
beautiful. How do I know whether my placement in this shopping mall is good or
not? How do I know whether I’m actually getting value from the shopping mall?
How many people are walking past my store?

How many people actually came in? And then once they
actually come inside the store, where do they go inside the store? How are they
engaging with my store? How long do they stay? Someone mentioned, I think it
was Indira who mentioned that customer experience. And Omar also mentioned
browsing. Right?

So what products are they actually browsing? What kind of
variance are people more interested in? Let’s say size nine versus size five.
What kind of questions are they asking about your stuff? Are they more
interested to know about deals? Are they more interested to know about
recommendations? And finally, what is the actual conversion rate of the store?

I’m driving 1000 people into my store today.How many percent
of them actually make a purchase? That’s quite important to know, especially if
you’re investing so much into your offline store. Right. And the goal, of
course, at the end of the day, it still comes back to that remarketing aspect.
You tie it all back inside your loyalty, inside your CRM platform.

So those of you with retail stores, how are you currently
collecting these data points? I’d like you to think a little bit about this.
I’ll come back to this question later on. So now we’ve identified that actually
it’s not that there’s no data inside your store. Customers are actually coming
in and they’re generating heaps of data points inside.But the problem is that
most retailers are not capturing much of this information.

Much of these data points, we call these offline cookies,
offline cookie data points. Most retailers on average are only capturing up to
10% of the data points that are being generated inside your ecommerce

Inside your retail store, compared to an ecommerce store
that captures a 100% of all the data points that’s being generated. So this is a
huge hole that you have.

You’re essentially sitting on a data gold mine, but you’re
capturing very little of it. So let’s jump a little bit and think about like,
okay, data is great and all, but what can I actually do with that data? Data is
only as useful as the insights that come out of it.


So data helps us to prevent shooting in the dark. I’m sure
there are some marketers on today’s call, right?

Any marketers in the room, any hands up?

I saw in the sign ups, there were a few.

I’m going to see whether anyone’s here or not.

I see that there’s an Abigail Lorencia who signed up as a
marketer. There’s a jamie.

Oh, hey. Jamie from Poplook.

Annabeth from dressing Paula.

So we’ve got a few marketers who signed up. So as a marketer,
you probably want to know, okay, what is the actual. ROI of my online to
offline campaigns and spending maybe like 10,000 ringgit to.Drive people to
come into my store? The only way I may actually able to measure whether my
campaign is effective or not is by looking at whether there’s actually a sale
conversion. But it’s still I mean, the ROI of your marketing campaign is more
than just a transaction. People don’t necessarily buy straight away the first
time that they come to your store.


So you want to measure whether there’s.

Actually an increase in footfall for any.

Visual merchandisers in the room. These are the people who
arrange how the store actually looks like. There’s also a lot of especially
during Chinese New Year Christmas. Raya, you spend a lot on the ROI of your
window displays of your key visuals and so on. So are people actually checking
out your new display shelf or not? What’s the ROI, also, of your window
displays? For store planners, people who plan what.

The store looks, the layout is like, how do I actually
arrange the layout? How do I actually get people to spend more time in areas
where there seems to be not a lot of people tend to go to that section of the
store. How can I actually make sure that people are being driven to that area?
How do I identify where people walk inside my store? Bars, merchandisers? Oh,
if you’re one of these roles, you have my sympathy. It’s a very tough job to
do. Demand forecasting. And a lot of your demand forecasting is probably based
just on what’s being sold today, and you’re trying to forecast, like, six
months down the line into the future. So how can I improve stock forecasting?
If I could give you data points about what people are trying on inside the
fitting rooms, for example, or what people are picking up, even though they don’t
necessarily make that purchase, that’s an additional data point that would be
really useful for your forecasting models. And of course, as a store manager store
manager, it’s very important for them to know that their stores are working
well, are very effective. They want to know how many shoppers came in today,
how effective are my staff in actually speaking and serving customers and store
owner? Storm if you’re a store owner or like, in management, you want to know,
what’s the conversion rate of each store? Why are sales low today? Is it
because not enough people are coming in? Is it because it was a rainy day and
there’s not a lot of people inside the shopping mall, period? You want to know
also, why exactly are people leaving? Is it because of a price? Is it because there’s
not enough stock in your store?

So these are all the kinds of questions that you can solve
if you had that kind of data, if you’re collecting the kind of data that I was
talking about in the previous slide. And the thing is that there are various
tools and systems already exist, and I’m sure some of you are already using
some of these tools, right? So at the top of the funnel.

We’re talking about footfall and traffic. You’ve got the
basic footfall cameras that you set up at the entrance. That counts in the
number of people who walk in and out, right?

So even if the one delivery guy comes in, he also gets
counted if your staff goes in and out five times, he also gets counted
sometimes. You’ve got staff who I know for some of the smaller boutiques,
you’ve got your staff who have, like, a people counter just clicking, clicking,
clicking, or recording down on your pen and paper, taking note of the number of
people that came in today. And the second layer, you want to know where people
are moving throughout your store. There are solutions like Tapway, for
instance, founded by a friend of mine that works on CCTV cameras, that tracks
using cameras. It detects where people are going throughout the store in the
middle of the funnel, talking about browsing activity. You’ve got apps as well.
So you’ve got like Nike apps where inside a Nike store you can use the app to
discover more Nike products. You’ve got Decathlon with their RFID technology as
well. Decathlon is essentially like the industry leader in terms of retail
technology. They’ve got so much incredible technology in terms of hardware and
software. So 100% of all their products attacked with RFID as well. And this is
actually something that you guys can also start to implement to keep track of
all the goods on your shelves and whether things are moving in and out of
storerooms, in and out of fitting rooms and so on. It’s quite an exciting
technology I’m quite excited about. And at the bottom of the funnel, you’ve got
your POS analytics. Stuff like Zillex and Shopify have built in analytics into
their POS platforms. You’ve got Sicarda as well, a local Malaysian company that
provides POS analytics.

So all of these things tend to play in they tend to sort of
play in one layer of that funnel. There are different tools that fulfill each
station funnel.

But even a company like Decathlon, I was talking to them
just a couple of days ago, and they were saying that they don’t actually have
anything above this RFID part. Even though they were so tech forward, they had
nothing that really stitched together. The whole story of the entire shopping
journey. So the challenge here, and this is the key thing that I like you to
take home and think about the challenge here, is that you’re probably
collecting bits and pieces of this funnel throughout your store already. The
challenge is in really piecing them together so that you can get insights and
such that you can actually create that fully personalized retail experience.
Remember, I said earlier, four in five shoppers are more likely to make a
purchase if they received a personalized retail experience. And that’s where
our friends like Omnichat can come in to help you to piece together that story
and remarket to them on a one on one basis through things like WhatsApp

So how does Comeby actually do it? And of course, this is
going to be a little bit of a pitch. Comeby is essentially a pocket assistant
for offline shoppers and Google Analytics for retailers. What we do is we
capture offline. Cookies left by shoppers to create these. Full funnel insights
into the shopper experience and shopper behavior so that we can deliver a more
customized personalized digital shopping experience. So what Comeby does is
that we layer these three levels of insights. We’ve got Zonal Insights, which
tracks what happens at the top of the funnel, how many people come in, where
they go throughout the store, how many people walk past, and so on. We link
that together with the product Insights, which is the middle of the funnel.
What are people actually looking at together.

With that bottom of the funnel, which is your POS insights.
So whatever system platform that you guys are running on, we integrate with all
of it together to stitch that full story that I was talking about, that full
funnel Insights, that’s how you actually start to generate value from the data
points that are being created in your store. How it works is that, well, we’ve
got hardware devices set up inside the store. Our devices will pick up shoppers
unique phone signals, so we know how many people walk past, how many people
come in. We can track traffic, footfall heat, maps, pathways. And as they
engage inside the store, they can scan these QR codes to trigger digital
shopping assistance. So they can essentially self serve. If they want more
information about this pair of Nike shoes on the shelf, they want to know, do
you have it in my size nine or not?

Without having to refer to a staff or call for assistance,
they can just scan it and see, okay, do you have this in my size available or not
in this outlet? So we give them information on sizes, availability, further
product information.But if they actually want to speak to someone inside the
store, not everyone is keen to just complete a full journey online on their
own. They can also engage with staff.

So they tap a button.

A staff is alerted with that full.

Context about which shopper, in which section of your store
needs help, for which product. And we also give insights and data about their
browsing behavior on previous visits. So, for example, if Nixon comes and
requests for help, i, as a sales assistant, I’ll be able to see that, oh,
actually, Nixon is a loyal customer. He’s visited four times in the past month,
and he’s been browsing ten different products. But for some reason, this guy
hasn’t made a purchase yet. I’m going to go and close him because now I know
that he’s a loyal customer and he’s interested in these ten different products.
My recommendations become much more personalized.

And we stitch that all together for Insights. So store
manager gets a real time view of the floor activity, what’s happening in their
store, and also staff performance and the management, of course, they get a
full view on the store funnel insights and conversion behavior. I’ll end with a
couple of examples with our clients. So one is with Alexand Sports. Alexander
is Malaysia’s biggest sports retailer with them. So what they were looking for
is one of the use cases was that they wanted to know, my lease is coming up
inside this shopping mall. I want to negotiate a better deal or a better
location with the shopping mall.

That’s the first thing that they wanted to know. And the
second thing is, like, I know I’m not getting enough people into my store. I
want to make sure that they actually stay longer in my store. So by giving them
data and insights about the heat map in the store, the dwell time in the store
and the convertibility of each zone inside the store, they were able to
rearrange their VM and rearrange their staff. Positioning to make sure that
zone two, which was the hottest zone, had more attention from the staff,
resulting in about 7% increase in shopper time spent inside the store. And of
course, Retail 101. The longer that people spend inside your store, the more
likely they are to make a purchase.


Continuing with that Alexan example as well.

So, because we had these self-serve Digital shopping assistants,
we saw that staff efficiency per shopper actually rose 20% as shoppers were self-serving
and scanning products on their own. What this does is that it basically reduces
the need for the staff to be stalking customers and following them throughout
the store. It helps the staff to deal with customers who are maybe not ready to
speak to the staff yet, but who want more information, so that frees up the
staff to be doing more effective things with the time. Also, if the shopper
encounters something that’s out of stock, when you prompt them with this
message and say, sorry, this product is out of stock, if you leave your contact
information, RHQ will get back to you with the availability of this product and
you can take a 10% discount off of the purchase.

And this was a successful campaign for them. Clients
reconverted at a rate of about 50% based on just this prompt. There’s a bit
more that I like to talk about, but I think Adelaide is probably going to kick
me off this call soon. So, yeah, my key takeaway for you, for you guys from
this webinar is that, number one, try and understand what kinds of data points
are being generated by the shoppers inside the store. Break it down into number
two. Break it down into that funnel and.

Try and figure out what are simple ways for you to start
tracking layers of this funnel, either by recording by paper and pen and paper
about the number of people that come in or even just tagging on RFIDs to all
your products to ensure trackability of each SKU.

And thirdly, to learn how to stitch together all those
layers of that funnel to create insights that you can actually act upon and
increase sales for your retail stores.

Okay, that’s it.

Thank you. I’ll pass it over to my buddy Nixon, who will
talk about what can you do next? After you’ve got all these great insights, how
can you actually reach out to and create these personalized conversations on a
one on one basis with your customers.

Over to you, Nixon.

The crucial step in customer acquisition using Elementor.


[00:24:21.330] – Nixon (IOmnichat)

Thank you, Barry. Thanks for sharing so much about retail
analytics. Let me just share my screen first.

Give me a minute, all right?

Can you guys see my screen? Cool.

Thanks for sharing so much about retail analytics. I think
it’s a real eye opener, and certainly I think very beneficial to a lot of our
audience out here, especially those retailers who have a lot of physical
stores. I think these are very good insights and that’s what you mentioned,
Data, is certainly very important if you are trying to enhance the customer experience
and also to improve your overall marketing strategy. So just a quick
introduction to myself first. My name is Nixon, and I’m a senior business
consultant for Omnichat in Southeast Asia. So in case you guys not familiar
with Omnichat, we are a chat commerce solution designed to help businesses
enhance their digital marketing strategy and also to drive revenue. So we are
an official partner of Meta of WhatsApp and its ecosystem, and we have won
numerous awards when it comes to digital marketing and retail technology. So
some of our customers include Timberland, Sasa, SK, two Watson, OSIM, Fila and
many more. So today I’m very happy to be sharing with you about how you can
adopt a chat commerce strategy and also leverage on WhatsApp marketing to
improve your business processes, to enhance the overall customer experience,
and ultimately to drive sales and profits.

So here you can see the agenda for my section. Firstly, I
will provide an overview of the chat commerce landscape in Southeast Asia. I’ll
also show you some statistics that you can see what’s the impact of chat
commerce in this region. Then I will also describe how businesses can utilize
WhatsApp to help drive sales and also the kind of performance you.

Can expect from it. I’ll also briefly touch on the concept
of online merch offline, which is a crucial strategy now when you’re trying to
offer your customers an Omnichannel experience, enhanced customer experience.
So I’ll talk about that as well. And lastly, I’ll talk about how IORA IORA is a
major fashion retailer with many outlets across Singapore and Malaysia, how.

They are using the Omnichat platform to generate more sales
and revenue for the company. Okay, so moving on. Now let’s take a look at some
of these chat commerce statistics within the Southeast Asia region. So, as you
can see here, we experienced a massive growth during the COVID period, jumping
from $2 billion in gross merchandise value, or GMV. And this was in 2019,
right? So all the way up to 12 billion last year, which is an increase of six
times. And this was accelerated mainly because consumers could not go out
freely to purchase items, right?

And so a lot of these purchases were transferred from
basically offline retail to online chats. And now, because of this growing
convenience, I think we can expect the numbers to also grow further, even
further in the future. And so an estimated 55% of Internet users in this region
are already making Purchases on messaging apps.

They’re spending on average about 45 US dollar per user per
year in these above channels. And so most of this communication has
historically been between individuals and small sellers. But big brands and retailers
are also jumping on board because they’re realizing the benefits of these
channels. So even messaging apps like WhatsApp and Facebook are also jumping on
board to build fully functional e commerce stores and they’re trying to keep
the end to end user.

So all right, so when we measure. The impact of chat
commerce we have to keep in mind that there’s direct and indirect impact. So
direct is when a user selects a product and pays directly on the messaging app
while indirect refers to the conversational aspect of the transaction. So
before he buys something, he will usually have a one on one conversation with
the salesperson before he or she commits to the purchase.

[00:28:31.190] – Nixon (Omnichat)

So then we also have the overall impact of both the indirect
and the offline impact which is standing at about, as you can see here, $200
billion currently. An example of this can be seen under the bottom there under
chat and shop, where a customer messages a store staff to find out what’s in
stock before they head down to purchase. So I think this is quite in line with
what Barry mentioned about the fugitive shopper. People are firstly looking
whether there are items in stock before they go down or when they’re in the
store. They are trying to see if there’s a better deal online or something like
that. So a lot of this revolves around the conversational aspect as well. And
so what’s the implication of this?

It just simply means that in order to acquire new customers
and generate more revenue, we need to consider how a customer interacts with
your brand both online and offline and how you can make it seamless for them in
terms of the customer experience. WhatsApp is definitely the most widely used
messaging app right across Malaysia, Indonesia and even Singapore. But what
many businesses fail to realize is that consumers also prefer to chat with
businesses over WhatsApp, not just with their friends or family. So now let’s
just compare the effectiveness of EDM and SMS to WhatsApp. So the open rate of
EDM is hovering around between ten to 20%. SMS, it’s about between 20% to 30%.

So you compare this to WhatsApp, where the open rate can go
up to 95 or even 98%. And that means that for every 100 messages that you send,
95 are actually read by your customers. And this is definitely a significant
improvement over EDM and SMS. And also I personally have to request many times
for additional SMS OTP, sometimes because of the failure rate. So I believe
that delivery rate is also very important. And WhatsApp. Definitely has an H
over SMS here. Okay, so now that consumers are gradually using WhatsApp to talk
to businesses, so how can you leverage on this?

So actually there’s a few ways. So firstly, you can acquire
new customers very easily via WhatsApp by promoting your WhatsApp Business API
account or in short. We call the WABA account through various tactics as
outlined here and this will allow you to capture their information and use them
in marketing campaigns later on.

So you can also drive conversions and sales by sending
marketing messages on WhatsApp instead of SMS and emails. I mean, after all, as
mentioned in the previous slide, the open rate of WhatsApp is much, much higher
than the rest. Okay, so I’ll dive deeper into the first and second part later
as to how you can acquire new customers and drive conversions and sales in the
next few slides. And then in the third portion here you can see lastly, we can
also increase business efficiency and save time and resources by implementing a
chatbot. And the chatbot is basically an automated way of managing all your

And you can also ask questions such as what product are you
looking for or which age group do you belong to to further segment your
customers and place them in personalized customer journeys later on. And you’re
also able to automatically assign the conversations to your salespeople or to
your customer service agents. This could be based on the location or even the
product type they are interested in. So you save time as well.

You can also send replies to common questions such as outlet
locations, operating hours to our customers in just a few clicks instead of
just typing it up. Manually every single time.

Okay, so let me talk more about how you can acquire
customers, which is in fact the most important step in the chat comma strategy.
So you can actually place a link on your website, on your social media pages
like Facebook, like Instagram, TikTok, Xiaohongsu, physical stores, even pop up
stores, other events that you have or even nowadays we see a lot of QR codes on
even train stations and bus stops and all this. What is the purpose is actually
to get the customers to bind their WhatsApp to your WhatsApp business account.
And so once you actually do that, you actually immediately capture their name
and contact number. And so you are then able to send marketing messages in the
future. So many of our customers actually have used this to generate like 5000
new customers within six months.

So I think don’t underestimate the power of WhatsApp. It’s
actually a very useful tool to acquire new customers. And if you have existing
contacts in your database, we also encourage you to import them so that you are
able to engage them on WhatsApp as well. And as you can see here on the
screenshot, IORA uses our chat plugin to acquire customers from various chat
channels and he has been quite effective in doing so. Next? Yeah, so at
Omnichat, we take it a step further because we also provide games and coupons
natively within our solution \so you can send this to your customers over
WhatsApp, which provides a very creative and engaging way for you to increase
communications with the clients and to remain top of mind when they think about
your solution. So many businesses, when they run ads, the Call to Action, as
you can see here, usually also leads them to the website by clicking on the
Learn More. And this is actually not very advisable because it’s not easy to
get a click nowadays out of these ads, right? And when they do click, you want
to make sure that you’re actually capitalizing on this opportunity by getting
them to speak to someone directly or inquire for inquiry or to capture the
information which will help increase your chances of conversion. So instead of
allowing them to go to your website and browse on their own, which often leads
to no purchase or no results, we actually encourage you to, as you can see
here, the transition to use WhatsApp call to action because it will be very
much more effective in terms of driving conversions.

Okay, so now that you have acquired their contact details
and you have built up a sizable database, you can then now send WhatsApp
broadcasts to this database promoting whether a new store opening or is it a
new product launch. And since the open rate is so high, you can be assured that
most of the customers will receive read and even click on the Call to Action.
So the conversion rates of WhatsApp broadcast ranges between seven to 10%. But
in some cases, as you can see here, they can even reach like 25 or even 30%.
This is just one of examples that we have. Many, many conversion rates are more
than 30%. You can also send out targeted broadcasts based on the segmentation
of the customers. So whether is it by location or Is it by gender, by the
product type or by the other filters.

So this also lowers your cost of marketing because you are
providing a very targeted way of reaching out to your ideal customer.

So for e commerce retailers, there is another way which you
can drive conversions on WhatsApp, and that is to do remarketing on abandoned
cuts. So in this example, just by simply installing a pixel on your e commerce
site, omnichat is able to track the user’s behavior and link it to their
WhatsApp number. So if let’s say that customer did not check out even after
adding the Items to cart and this could be due to many reasons like the
customer forgetting because they are too busy work or they have to tend. To
some family matters. We can actually send them a reminder or WhatsApp, multiple
times to remind them to check out. Or even throw them an incentive to check
out. Right? Such as a free shipping coupon or even a 20% discount. So Fila, who
is one of our clients, they’re also a sportswear brand, a major reseller. They
actually use this to a very great extent. And as you can see on the right image
here, they have a return on ad spend or in short rows of 65 times, which is I

Pretty incredible because that means for every one dollars
spent on WhatsApp messages, they actually generate $65 in revenue, which is
quite remarkable. So they actually told us that they have earned every penny of
our subscription fees just by using this feature alone.

I believe this is actually going to be very useful if, let’s
say there’s a lot of ecommerce retailers out there who are still hesitating
between adopting to use WhatsApp for this kind of abandoned cut remarketing.

All right, so remember the $200 billion impact that I
mentioned earlier?

Statistics.So this is what online merch offline strategy or
in short, the Omo has to offer. So in the photo on the left, it shows how a
customer can choose to visit the offline store in which they are able to
interact with the salesperson and scan his QR code so that they can continue to
have a one on one conversation even after the customer has left the store. Or
if you want to further enrich that conversation, you can actually link it up
with Comeby asistant as well.

So when the customer scans the staff’s QR code, they are not
just bound together for attribution, but also the staff actually gets the full
context of the shopper’s behavior. What is he doing? When and how frequently
are they visiting? What kind of items are they browsing in the store so that
they can actually also personalize that interaction within omnichat? Okay, so
on the photos next to it, you can see that the salesperson can actually select
products to share with the customer who can also then proceed to check out and
confirm the purchase. So even if the customer is no longer in the store, you
will still be able to track and recognize the revenue and the commission of
this particular salesperson as well. So similarly, if the customer didn’t come
to your store, they reach out to your brand through your website or through
your different chat channels here. They can actually be automatically assigned
to your salespeople or customer service agents who can then now have one on one
conversation with them and also share the.

Product links with them. So again, we are able to track the
recognize the revenue generated by this staff. So the mechanism of this online
match offline basically allows your team members to close the deal anytime and
anywhere and still be recognized for their efforts in terms of commission. So
this removes the, I would say.

The barrier that this salespeople usually have, which is
that they’re afraid of redirecting the customers to purchase online because
they’re worried that they won’t be recognized for their efforts or that the
revenue goes to the ecommerce team. And so this is how Omnichat and our Omo strategy
can bridge the gap and achieve a win win situation in terms of offering
convenience and at the same time also improving interaction with the brand. And
as the management team you would also be happy to know that all. This data is
collected and stored centrally in the Omnicheck platform. So even if, let’s say
one day one of the salesperson leaves, all these customer information and
conversations actually stays with the company. So this is how Omo works. So by
acquiring customers, by driving them to visit your retail stores and also by
allowing your customers to buy something no matter how they’re interacting with
your brand, whether it’s online or offline.

Next I will talk about IORA, who is, as I mentioned earlier,
a well known retailer across Singapore, Malaysia. They were also one of our
first few clients in this region because they very quickly realized the
importance of chat commerce and that it is only going to get stronger and
stronger in this region. So they wanted that first mover advantage. So they
integrated all their social and messaging platforms and found that more
customers actually preferred to chat with them over WhatsApp, Facebook and
Instagram. So they used to have a lot of email inquiries but after they
implemented our solution that dropped drastically because I think more
customers just simply prefer to inquire over WhatsApp. And their customer
service team was also usually very busy handing inquiries on a case by case
basis. But now they are able to free up more time by automating the process
with chatbots and auto assignments and so now more than 80% of their inquiries
actually are handled by the 24/7 chatbot. And previously they were also
spending a lot of money on physical scratch cuts. I believe if let’s say you
are a marketer running a lot of campaigns and promotions for your customers, I
believe this is something that you might have.

Also a same problem that you might have also encountered,
which is spending money on physical scratch cuts. But with the Omnichat
platform they were actually able to set up all the scratch cut campaigns easily
in just a few minutes and there is no limit.

To how many you can send, right? So we actually help them to
save a lot of money too in this aspect. But more importantly, they were able to
use the WhatsApp broadcast together with the Ono function or the online offline
strategy to acquire customers and also to drive them to the retail stores. So
they achieved like a 75% open rate and also experience higher traffic to their
stores after implementing our solution. So we are very happy that it Is serving
them well so far and we hope to see more brands jump on board. So yeah, I think
just to wrap things up just to show what kind of clients we have. We are
trusted by many brands, and here you can see big brands from almost every major
retail industry. So you’ll probably be familiar with Watson, Sasa, Timberland,
Osing, SK 2711, and so forth. All of them utilize the Omnichat platform to help
improve their businesses and some of the brands that you might be familiar
with, this region would include, like Sedeli as well, mama, Way, G 2000, and
most recently, we also have Sasa Malaysia on board. So, yeah, that’s a
testament to, I guess, how much faith the retailers have in our solution. And
yeah. So thank you for listening so far. If there’s any questions, please feel
free to type in the chat. Otherwise, please don’t forget to scan the QR code so
that you can find out more information about Omnichat or about Comeby.

You can also download some of the latest WhatsApp guidebooks
that we have provided In the chatbot, and you can also. Ask questions within
the chat. We will respond to you as quickly as we so if there’s any questions. Feel
free to.

[00:43:27.720] – Host

Hey, is there anyone wants to have some questions for Barry
and Nixon? No? You’re all good. Nothing too complicated or anything else you
wanted to know more and you wish we could elaborate more about it?


Okay, then. Oh, yeah, I see. Nix. I’ll hand it over to you.
And thank you, Celine, for raising your question.

Nick, hold on.

[00:44:07.470] – Nixon (Omnichat)

I can’t see my questions now.

Give me a question.

I think I got to stop sharing.

[00:44:19.600] – Host

Hold on. Oh, no worries. Okay, so next, I think you can
answer Celine’s question first. And for William, for record, no worries. We’re
going to share the slide in our follow up email, so you’re definitely catch up
all the information you will need. Do I answer your question? And for I’m
sorry, how much does it cost?

[00:44:45.970] – Barry Ooi (

Which one are you referring to?

[00:44:47.640] – Host

Yeah, which are you referring to? I’m really glad you bring
that up.

[00:44:58.330] – Nixon (Omnichat)

Maybe I can first ask, in response to Salin’s questions, can
one, WhatsApp number be used to do all the applications? When you say all the
applications, what are you talking about? To manage everything? So if that’s
your question, then I would say yes. And that’s how we can also try to help to
apply the official Green tick on your WhatsApp. So you just use one number? You
can actually use it for multiple purpose, for multiple salespeople CS agents.
So they all just use one number to communicate with the customer, and that also
prevents confusion. The customer also knows that this number is a trustworthy
number. There’s not a scam number.

I hope that answered your questions. And we can also take
this conversation. Further offline after this webinar as well.

[00:46:01.960] – Barry Ooi (

Okay, omar asked, how much does comeback cost?

The cost really depends on the size of the store and what
specifically you’re looking for. So for SMEs, we have solution mean we have a
free meal solution. So you can actually get started on ComeBy for free. If
you’re an SME, how long does it take to install? If you’re an SME that’s
already integrated with an existing solution or platform that we work with,
let’s say, like, shopify pretty much within a couple of minutes. Logistics to
set up the digital shopping assistant for your store.

Thanks for the question.


[00:46:41.610] – Nixon (Omnichat)

And to I mean, for Omnichat’s pricing, I think this is
something that depends on the number of users you require and the kind of
features that you require, so it can be very customizable as well. So it really
depends on your requirements. And I’m happy to take this conversation.

[00:46:57.880] – Barry Ooi (

Further offline after this call.

[00:47:02.800] – Host


So if you guys still have any questions, don’t hesitate to
write to me, to Nixon, or to Barry. And we all appreciate really sincerely your
attendance today. We hope you kind of enjoy it and find some valuable insights
for your business. And once again, if you have questions, really don’t be shy.
Write to us, call us, or scan a QR code. And we did prepare some little
surprise for you, so I think that’s all right. Nick, Barry, is there anything
else you would like to add for the very end?

[00:47:35.080] – Barry Ooi (

Do we also get surprises?

[00:47:37.480] – Host


Of course. Don’t be shy. Everyone will have surprises. Okay,
so I think that is kind of like the end of our webinar. Thank you again. Skye,
thank you for coming. This means a lot to us.

Yeah, cool.

Remember to check your email, and the follow up email should
come tomorrow. If you didn’t receive it, then come to me directly. And once
again, I thank you. I wish you all a very nice day. And that’s all. Bye.

[00:48:06.080] – Nixon (IOmnichat)

Thank you, everybody.

[00:48:07.060] – Host

Thank you, guys. Bye.

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