MESSENGER

Sa Sa Hong Kong

Providing a seamless customer service and shopping experience with Messenger

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CLIENT

DEVELOPER

THEIR STORY

Delivering variety in beauty

Founded in 1978, beauty retailer Sa Sa operates multiple retail stores across Hong Kong SAR, Macau SAR, China, and Malaysia, and is present online, too. The beauty chain’s offers makeup, skincare, haircare, fragrance, and beauty supplements.

57%

decrease in waiting times for agent responses

50%

of enquiries handled via automation

2X

conversion rates earned from product referrals earned

THEIR GOAL

A smooth shopping journey

To provide people with excellent customer support and a seamless offline-to-online shopping experience, Sa Sa decided to find a customer relationship management solution to help manage customer conversations online, anticipate their needs, and track revenue.

THEIR SOLUTION

Integrating social messaging channels

The beauty retailer worked with ecommerce messaging solution Omnichat to integrate its Messenger communication channels into its platform. Once set up, the Sa Sa team used Omnichat’s solutions including a pixel and APIs, to help provide a frictionless customer care and shopping journey.

With the new automated experience for Messenger, customers could easily find answers to frequently asked questions and access Messenger from the brand’s website, while directing more complex queries to human agents for further assistance.

On Sa Sa’s side, its online support team could chat with customers quickly via Messenger. If the customer account was linked to Facebook, the agents could access insights into their preferences based on website actions, such as browsing, adding products to a cart, or reference previous online or in-store purchases. Online teams could work with their offline counterparts via Omnichannel’s business solution, allowing them to collaborate and monitor revenue.

Finally, customers wanting to order online and pick up in-store, could also chat with Sa Sa’s sales agents if needed.

THEIR SUCCESS

Greater productivity and sales conversions

By partnering with Omnichannel and integrating Messenger into its platform, Sa Sa was able to streamline its customer care channels and simplified its omnichannel shopping experience. Between May and September 2021, the beauty retailer earned the following results:

  • 57% decrease in waiting times for agent responses
  • 50% of enquiries handled via automation (without involving human agents)
  • 2X conversion rates earned from product referrals earned from Messenger, compared to Sa Sa’s other ecommerce channels
*All results are self-reported and not identically repeatable. Generally expected individual results will differ.

“After integrating our existing messaging channels with Omnichat, we were able to communicate better with customers. Now, they can easily consult with our service agents when shopping, and receive answers when needed. We have also seen a boost in productivity, as agents take up less time when conversing with customers and can focus on boosting revenue.”

Hong Li
Associate Director of eCommerce, SaSa

“It was our pleasure to work with Sa Sa and help them integrate their customer communication channels into our platform so that they can help shoppers swiftly and simply. We’re thrilled with the great results they’ve seen and hope that the Omnichannel platform continues to help them provide customers with quick and easy support experience.”

Alan Chan
Founder & CEO, Omnichat

PRODUCTS USED

Messenger Solutions

These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.