Since its founding in 2017, Omnichat has operated as a provider of omnichannel customer experience and chat commerce solutions across the Asia-Pacific region.
Headquartered in Hong Kong, Omnichat primarily serves retailers and e-commerce brands in markets including Taiwan, Singapore, and Malaysia. Omnichat's core mission is to unify fragmented communication channels to enhance customer engagement, increase sales conversion, and support the digital transformation of its client base.
The company has established itself within the technology ecosystem by serving as an official partner to major messaging platforms, including Meta (WhatsApp, Facebook Messenger, Instagram Direct), and LINE. This positioning allows Omnichat to centralize customer communications from these diverse social messaging channels, alongside website live chat, into a single, comprehensive CRM platform with multi-user access. This centralized approach aims to streamline management and facilitate team collaboration in handling customer inquiries and sales interactions.
Social Customer Data Platform
A key offering within the Omnichat suite is the Social Customer Data Platform (Social CDP). This platform is engineered to address the challenge of customer identity fragmentation across multiple social channels. By collecting and mapping data from various social media accounts (such as WhatsApp, Facebook, Instagram, and WeChat) into a single 360-degree customer profile, the Social CDP builds a consolidated database. This enables detailed customer segmentation, which in turn fuels personalized, automated marketing journeys aligned with specific shopping scenarios.
Driving the platform’s intelligence is Omni AI, which functions as a digital assistant across customer touchpoints. Leveraging advanced AI, the system automates customer inquiry handling, provides tailored product recommendations, and assists with marketing campaign orchestration and analysis. By integrating client data and knowledge bases, Omni AI provides contextually relevant responses to ensure messaging consistency and reduce operational costs and agent onboarding time in customer service operations.
Beyond its core data and AI capabilities, Omnichat offers integrated features designed to drive sales growth and customer retention. The platform features an online-merge-offline (OMO) sales function that connects online visitors directly with dedicated sales personnel via real-time chat, enabling transparent tracking of sales revenue across channels.
Furthermore, its Loyalty Program capability enables brands to seamlessly integrate membership systems, point rewards, and preference capture directly within channels such as WhatsApp and LINE, thereby cultivating dedicated brand advocates and incentivizing repeat purchases.
Omnichat was awarded two Gold Stevie Awards for Innovation in Technology Development - Other Service Industries and Innovation in Business-to-Business Services, as well as one Bronze Award for Innovation in Digital Transformation - Other Service Industries in the 2025 Asia-Pacific Stevie Awards.
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