Brand
WhatsApp Business Solution Provider
The Hong Kong-based vision and hearing care provider implemented WhatsApp Business Platform and marketing messages on WhatsApp to consolidate customer communications on a single platform and increase customer engagement through automation.
43X
Higher click-through rate for marketing messages on WhatsApp compared to email*
97%
Open rate for coupons sent via marketing messages on WhatsApp (February 2025)*
80%
Of routine customer inquiries addressed via automated conversations on WhatsApp (April 2025)*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Serving Greater China and Southeast Asia
OPTICAL 88 provides comprehensive optical products, vision and hearing exams and assessments for customers of all ages at its locations throughout Greater China and Southeast Asia.
Their Goal
Improving engagement
OPTICAL 88 routinely used email to communicate with customers and distribute promotions in the past, but the marketing team was not happy with the consistently low engagement rates.
OPTICAL 88’s company leadership adopted WhatsApp Business Platform to help consolidate all customer communications on a single platform, enhance efficiency through automated conversations, increase customer engagement by building seamless journeys on WhatsApp, and grow the business by strengthening its online-to-offline promotions.
“We have observed that regardless of demographic, our customers overwhelmingly prefer the immediacy and interactivity of WhatsApp over traditional email communications, resulting in up to a 26% clickthrough rate on our marketing messages, compared to only 0.6% for email during the same time.”*
Andrea Chan
Digital Marketing Manager, OPTICAL 88
Their Solution
![[add alt text]](https://whatsappbusiness.com/wp-content/uploads/2026/03/ui-solution.jpg)
Efficient communication with WhatsApp
Targeted messages: OPTICAL 88 sends targeted marketing messages on WhatsApp promoting personalized offers, and utility messages on WhatsApp to share updates and appointment reminders. The team uses precise customer segmentation and conversation tagging to keep track of where customers are in their journey and determine how best to target each customer group in the future.
Digital coupons: The company also uses marketing messages on WhatsApp to deliver digital coupons that require in-store redemption, which has helped increase foot traffic and conversion rates.
Automated responses: OPTICAL 88’s always-on customer service assistant on WhatsApp Business Platform has streamlined its customer service operations by efficiently handling most routine inquiries automatically, giving the service team more time to focus on more complex customer cases that require personalized attention. The company credits this change with helping drive more meaningful customer interactions and better outcomes. The team also uses an auto-reply feature that provides accurate, in-depth responses to common customer questions after recognizing specific keywords in the customer’s question.
Their Success
Outperforming email
OPTICAL 88 compared the performance of WhatsApp Business Platform against its usual customer service channels and reported:
- 43X higher clickthrough rate for marketing messages on WhatsApp compared to email (February 2025)*
- 97% open rate for coupons sent via marketing messages on WhatsApp (February 2025)*
- 80% of routine customer inquiries addressed via automated conversations on WhatsApp (April 2025)*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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