Established in 1991, Luk Fook Holdings (International) Limited (”Lukfook” or the “Group”) is one of the leading jewellery retailers in Hong Kong and Mainland China. The Group principally engages in the sourcing, designing, wholesaling, trademark licensing and retailing of a variety of gold and platinum jewellery and gem-set jewellery products, with a total of over 2,800 points of sale worldwide.
How can Lukfook provide a seamless shopping experience to customers under the epidemic? Leveraging Omnichat’s chat commerce solutions, Lukfook can automatically divert online customers’ enquiries to its jewellery consultants via WhatsApp Business. Frontline consultants are still able to bring value to customers and the company despite strict social distancing measures.
Every piece of jewellery tells a unique story
The selling price of jewellery products is generally higher thus customers will need longer time to consider. Whether it is a proposal, wedding, anniversary, or the birth of a new family member, Lukfook’s jewellery consultants provide customers with the most thoughtful advice based on their individual needs.
With Omnichat’s OMO (Online-Merge-Offline) feature, customers can make enquiries and ask for recommendations directly via WhatsApp Business. Getting quick responses from jewellery consultants helps building strong customer relationships.
Divert online customers enquiries to frontline consultants
Visitors enter Lukfook’s website and click the Chatbot provided by Omnichat. Chatbot will automatically divert the visitors to the Lukfook branch selected by the customer, and the jewelry consultant of the branch will provide one-on-one professional follow-up.
Convert WhatsApp into an exclusive VIP room for each customer
With Omnichat’s 1-on-1 virtual shopping feature, customers can explore the exquisite jewellery without leaving home. Not only do jewellery consultants deliver a seamless and personalised shopping experience with warmth under the pandemic, but they also convert WhatsApp into an exclusive VIP room for each customer, and consolidate the leading position of Lukfook Jewellery in the market.
Jay Fung became one day store manager and introduced Lukfook Jewellery’s wedding collection to customers via WhatsApp remotely.
Increase conversion rate with coupon and gamification marketing
Omnichat’s coupon and game modules help Lukfook Jewellry to attract and acquire new customers on WhatsApp, Facebook Messenger and LINE. There are a variety of interesting online games, such as scratch-off tickets, lucky wheel and jackpot.
Move the sales from offline to online
Even though customers haven’t finished their purchase in stores, jewellery consultants only need to provide their designated QR codes for customers to scan, which will further enable them to continue their conversations through Whatsapp Business as well as move their sales from offline to online.
Uphold the principle of ‘Six Heartfelt Services’ and satisfy customers’ needs
Candy Tsui, Marketing Director of Lukfook Holdings remarked, ‘Face-to-face communications is essential for jewellery selling. With the entire globe weathering COVID-19, the 1-on-1 virtual shopping feature supports our jewellery consultants to uphold our principle of ‘Six Heartfelt Services’, providing quality products and treating customers with sincerity.’
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Media coverage (Chinese version only)
【Singtao】Lukfook Jewellery plans to launch its own eShop, expecting to increase online sales by 20%
