KUALA LUMPUR, Malaysia, Sept. 26, 2025 /PRNewswire/ — Omnichat, a leading omnichannel AI customer experience platform, recently hosted its Commerce Leadership Forum 2025 Series at the Meta Singapore and Meta Malaysia offices. The forums gathered industry leaders from Meta, Volvo Car Malaysia, and Writers At Work to discuss the transformative role of AI, data-driven insights, and the WhatsApp Business Platform in reshaping customer engagement.
Messaging businesses is a global trend, with 1 billion people connecting with business accounts weekly across Meta’s messaging services. Vicky Yiu, APAC Strategic Partnership Manager of Meta, emphasised the potential of messaging for customer engagement. “Kantar’s 2024 Business Messaging Usage Research reveals that 79% of global online adults message businesses on a weekly basis. The WhatsApp Business Platform, including ‘WhatsApp Flows’, provides interactive in-chat experiences, enabling efficient and user-friendly interactions such as data collection and scheduling.”
Albert Tiong, Regional Program Manager of Meta illustrated that “Meta Business Messaging leads to better results across the customer lifecycle compared to legacy channels. From discovery and awareness to consideration, purchase, and re-engagement, two-way conversations drive improved marketing, sales, and support outcomes.” Additionally, he noted that businesses utilising paid messaging products have experienced a year-on-year doubling in numbers.
Patricia Yaw, Director of Marketing Operations and PR of Volvo Car Malaysia, is driving the brand’s digital transformation by proving that even legacy industries can evolve through conversational commerce. By adopting a centralised chat strategy, Volvo Car Malaysia now delivers a personalised customer experience entirely through WhatsApp. This strategic shift—from fragmented communication channels to a unified WhatsApp Business Platform—debuted during the brand’s much anticipated EX30 launch, which set new benchmarks for the brand, achieving its highest-ever test drive bookings, media impressions, and PR share of voice.
“Using WhatsApp has demonstrated impressive performance metrics, including a remarkable 93% read rate. The click-through rate (CTR) is seven times higher than that of email,” She said. Additionally, the chatbot effectively manages one out of every four discovery questions, showcasing its efficiency in facilitating user inquiries.
As the conversation shifted from technology to outcomes, Patricia reflected on the impact of WhatsApp on the two launches. The “Choose your 90” launch event recorded a 90% turnout rate and also achieved the highest lead-to-opportunity conversion rate.
Alan Chan, Founder & CEO of Omnichat, showcased the transformational impact of AI-driven conversational commerce, explaining how businesses can harness automation and personalisation to optimise sales and enhance customer satisfaction.
“AI-powered conversational agents are revolutionising how businesses interact with customers,” said Alan. “Omni AI empowers businesses to create customised AI agents for various purposes, upload documents and resources to train them, and enable them to deliver faster and more accurate responses. From providing 24/7 instant support to sending hyper-personalised recommendations, AI enables companies to engage customers at every touchpoint effectively.”
Ang Kai Ning, HR & Finance Director of WRITERS AT WORK, highlighted how their education centre strategically leverages the WhatsApp Business Platform, facilitated by Omnichat, to enhance various aspects of their operations. Beyond basic messaging, WhatsApp has become a dynamic platform for interactive engagement, encompassing promotional messaging, efficient announcement scheduling, and responsive customer service.
They achieved a 77.71% read rate and an 11.85% click-through rate on webinar promotions, resulting in a 90% turnout. Furthermore, chatbot automation managed 75,000 customer messages last year, with 99% on WhatsApp, highlighting the platform’s role in streamlining communications, boosting engagement, and driving results.
This Commerce Leadership Forum 2025 Series served as a testament to the power of collaboration and innovation in driving business growth. By bringing together thought leaders and industry experts, the event inspired attendees to embrace new technologies, leverage data-driven insights, and reimagine customer engagement strategies for the digital age.
From left: Stanley Chan (VP of Sales at Omnichat), Alan Chan (Founder & CEO at Omnichat), Patricia Yaw (Director of Marketing Operations and PR at Volvo Car Malaysia), Albert Tiong (Regional Program Manager at Meta), Ang Kai Ning (HR & Finance Director at WRITERS AT WORK) and Vicky Yiu (APAC Strategic Partnership Manager at Meta)
About Omnichat
Omnichat is a leading provider of AI-powered conversational commerce solutions for the Asia-Pacific region. Uniquely positioned as both the sole Meta Business Partner and LINE Biz-Solutions Tech Partner in APAC with integrated WhatsApp, Facebook, Instagram, LINE, WeChat capabilities, Omnichat empowers brands to centralise communications, deliver personalised experiences, and drive digital transformation across their operations. Over 5,000 brands, including international retailers and enterprises, leverage Omnichat to optimise their customer journeys.
Website: https://www.omnichat.ai/sg
WhatsApp: https://wa.me/6586288791/?text=EnquiryForWhatsApp
LinkedIn: https://www.linkedin.com/company/omnichat-easychat/
Facebook: https://www.facebook.com/OmnichatAI
CONTACT:
Maheswari Ganga
Marketing Manager, Omnichat
Email: [email protected]
Mobile: +6016 660 4254
Lily Yeung
Regional Vice President, Marketing & Communications (GC & SEA), Omnichat
Email: [email protected]
Mobile: +852 9803 5977
