- Leveraging Meta’s technology, WhatsApp turns into a vital business tool that engages customers throughout the entire lifecycle, converting initial interest into qualified leads and direct purchases while maximizing ROI.
- Enabling seamless third-party AI integration, Omnichat gives customers ultimate flexibility to build a truly customized AI workforce on WhatsApp, establish a complete social CRM, and accelerate digital transformation.
- Maxim Group has developed a seamless ‘conversation-to-commerce’ journey on WhatsApp, directly driving significant business growth and improving customer experience by leveraging the convenience and cost-effective nature of the platform.
- MEDILASE increased revenue by bridging the online-to-offline (O2O) gap using a series of automated WhatsApp booking flows, while driving new subscriber acquisition through interactive games.
Hong Kong, January 20, 2026 /PRNewswire/ — OmniChat, a leading omnichannel AI customer experience platform providing conversational commerce solutions, recently hosted a scalable conference titled “Social CRM and AI.” Industry experts from global social media giant Meta, renowned F&B group Maxims Hong Kong, and pioneering medical aesthetic provider MEDILASE shared insights on the evolution of WhatsApp into a sophisticated platform for social CRM and conversational commerce, designed to deliver a more personalized and connected customer experience.
 
Meta x Maxim’s x MEDILASE x Omnichat: Future Commerce Summit
Meta WhatsApp business solutions provider Omnichat announced the launch of Omni AI Agent Studio at an event. This new studio builds on OmniChat’s powerful native AI agents, which already offer extensive capabilities across the customer journey, including AI Customer Service Agent, AI Marketing Campaign Agent, and AI Shopping Agent. The platform allows you to seamlessly integrate these custom-built agents into any conversational workflow. Alan Chan, OmniChat Founder and CEOsaid, “This announcement marks a pivotal moment in our efforts to democratize agenttic AI for enterprises. Combined with our advanced WhatsApp features, including our social data customer platform and comprehensive WhatsApp loyalty program, our aim is to enable enterprises to build powerful social CRMs.” This enables businesses to unify customer profiles, conduct omnichannel customer analytics using conversation data across CRM and all social channels, and ultimately deliver highly engaging experiences tailored precisely to customer behavior throughout the customer lifecycle.
The role of social messaging in the customer journey has fundamentally evolved, moving from a simple support function to an integral part of the overall commerce experience. According to a recent study by Kantar, 71% of Hong Kong consumers message businesses via WhatsApp at least once a week. Silvie Lam, Meta Greater China Business Director; We explained that consumer expectations go far beyond basic inquiries. “Customers no longer expect WhatsApp to be the only customer service channel,” Lam said. “They now expect to discover a brand through social advertising and then instantly reach out to it through a messaging app.” Lam went on to detail how Meta’s technology is specifically designed to meet these new expectations, capture high-value sales moments, and drive deeper, more profitable customer connections. Businesses can now manage and optimize the end-to-end customer journey and ultimately achieve omnichannel success by leveraging a powerful suite of tools within the WhatsApp ecosystem, including Click to Ads to WhatsApp, Website to WhatsApp Ads, WhatsApp Catalog, and WhatsApp Flows.
Maxim’s Group has successfully incorporated WhatsApp into its high-performance e-commerce channel to complement and extend the reach of its popular Eatizen membership app. By implementing Omnichat’s solution powered by Omni AI, Maxim can leverage WhatsApp to attract both existing Eatizen members and new customers. The platform streamlines daily tasks with intelligent chatbots and strategically drives sales through targeted AI-segmented broadcast promotions. Eileen Tang, Head of Digital Business, Maxim’s Caterers Limitedhighlighted its breakthrough trading success during the recent Mid-Autumn Festival seasonal sale. “We have established a comprehensive, end-to-end WhatsApp purchasing process,” said Tang. “The results were immediate and significant, with average transaction values 2-3 times higher compared to our traditional online marketplace channels.” Tan attributes this significant economic improvement to two key benefits. First, by providing a truly frictionless customer experience and allowing customers to order and pay directly within WhatsApp, we can now capture sales from a wider audience. Second, this approach was incredibly cost-effective, allowing Maxim Group to avoid the high costs associated with building complex new functionality within its existing app ecosystem. Maxim Group is currently aggressively expanding its WhatsApp commerce strategy, positioning the channel as a key pillar for future business growth and deeper customer engagement in the digital-first era.
Aesthetic beauty brand MEDILASE leveraged Omnichat’s WhatsApp API solution to integrate online and offline experiences. The company automates key touchpoints, including the initial customer inquiry and key booking flows such as treatment reminders and booking confirmations, all delivered directly within WhatsApp. OmniChat’s unified management platform unifies workflows for marketing, customer service, and sales teams, increasing cross-departmental collaboration throughout the customer lifecycle. KC Ng, Medirase CEO“WhatsApp API By leveraging the solution, we have implemented a 24/7 chatbot, enabling seamless cross-team collaboration and significantly increasing our service standards and operational transparency. Additionally, our chatbot systematically identifies customer needs. “This approach directly supports our core business objectives and drives higher conversion and store visits.” He also specifically shared the results of recent campaigns. “About 40% of our customers participated in our interactive WhatsApp games, reaching a conversion rate of 5%.” MEDILASE aims to leverage OmniChat to improve employee efficiency and enable our team to focus more on professional consultation and tailor each beauty journey to the unique needs of our clients.
The collaboration between Meta, Maxim’s Group, MEDILASE and Omnichat at this event marks a pivotal moment for the future of customer engagement in Asia. Powerful case studies presented leveraging OmniChat’s solutions, combined with Meta’s strategic vision for WhatsApp, deliver a unified message. In other words, integrating commerce and conversation is no longer a concept of the future, but a must-have for any brand seeking a decisive competitive edge today.
(From left) Amy Tsui, OmniChat’s senior vice president of sales for Greater China; KC Ng, MEDILASE CEO. Silvie Lam, Meta’s Greater China Business Director. Alan Chan, OmniChat Founder and CEO. Eileen Tan, head of digital business at Maxim Group. Lily Yeung, Regional Vice President of Marketing and Communications at OmniChat. Avery Tan, OmniChat’s Regional Vice President of Customer Success, moderated the summit’s opening ceremony.
About OmniChat Limited
Founded in 2017 and headquartered in Hong Kong, Omnichat is a leading provider of AI-powered conversational commerce solutions for the Asia Pacific region. Uniquely positioned as Asia Pacific’s only Meta Business Partner and LINE Biz-Solutions Tech Partner with WhatsApp, Facebook, Instagram, LINE, WeChat, and KakaoTalk integrations, OmniChat enables brands to unify communications, deliver personalized experiences, and drive digital transformation across their businesses. Over 5,000 brands, including international retailers and businesses, use OmniChat to optimize their customer journeys.
Website: https://www.omnichat.ai/
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OmniChat Limited
Lily Yong
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Phone number: (852) 9803 5977
Email: lily.yeung@omnichat.ai
Macy Chun
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