A new collaboration between Meta, L’OCCITANE, and Omnichat is signalling a major shift in how brands design and deliver loyalty experiences. By combining Meta’s messaging capabilities, L’OCCITANE’s customer-centric retail vision, and Omnichat’s conversational commerce technology, the partnership transforms WhatsApp into a powerful channel for real-time engagement, personalised journeys, and loyalty growth.
GLO05 December 2025 – A new collaboration between Meta, L’OCCITANE, and Omnichat is signalling a major shift in how brands design and deliver loyalty experiences. By combining Meta’s messaging capabilities, L’OCCITANE’s customer-centric retail vision, and Omnichat’s conversational commerce technology, the partnership transforms WhatsApp into a powerful channel for real-time engagement, personalised journeys, and loyalty growth.
For years, WhatsApp has been a primary communication tool for millions across Asia, the Middle East, and Latin America. But its role has rapidly expanded as brands explore conversational commerce and the need for seamless, always-on customer interactions. Now, with Meta opening deeper API functionality and partners like Omnichat building sophisticated engagement tools on top of it, WhatsApp is emerging as a fully fledged loyalty platform — one that unites acquisition, engagement, and retention in a single stream.
L’OCCITANE is among the first major beauty brands to embrace this potential at scale. Through the new integration, customers can start and complete a loyalty journey entirely within WhatsApp: joining the program, receiving personalised skincare tips, checking points balances, and redeeming rewards without needing to download an app or log into a website. The experience is designed to be frictionless and intuitive, mirroring the way customers already communicate daily.
Behind the scenes, Omnichat powers the automation, segmentation, and end-to-end data flow that make such personalisation possible. The platform can serve curated product suggestions, notify customers about exclusive rewards, and trigger re-engagement messages based on behaviours such as store visits or cart abandonments. This transforms WhatsApp from a simple messaging tool into a loyalty-activation engine capable of driving measurable revenue and deeper retention.
Meta’s broader vision underpins the initiative. The company continues to invest heavily in business messaging, making it easier for brands to use WhatsApp as a conversational storefront and loyalty hub. According to Meta’s strategy team, consumers increasingly expect real-time, personalised interactions — and WhatsApp offers unrivalled immediacy and reach. Brands that move early can reap significant benefits, particularly in high-messaging markets where traditional email and app-based engagement struggle to maintain attention.
The early results from L’OCCITANE’s implementation show promising traction: higher opt-in rates, stronger repeat engagement, and smoother onboarding into its loyalty ecosystem. Customers no longer have to navigate multiple digital touchpoints; instead, the entire experience unfolds within a channel they trust and use every day.
This partnership reflects a wider industry trend: loyalty is shifting from static membership systems to conversational, AI-supported journeys that meet customers in the moment. WhatsApp is uniquely positioned to lead this evolution, offering brands an environment where immediacy, personalisation, and convenience converge.
By integrating Meta’s messaging infrastructure, L’OCCITANE’s loyalty expertise, and Omnichat’s conversational-commerce engine, the collaboration sets a new benchmark for what messaging-driven loyalty can look like. It is a glimpse into the future: one where loyalty lives not in apps or cards, but inside the conversations customers are already having — fast, personal, and effortlessly integrated into everyday life.
Source; Omnichat
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