In today’s fast-paced world, businesses are constantly seeking innovative ways to connect with their customers, running round-the-clock, and streamlining their operations. One such innovation is the integration of WhatsApp with Oracle NetSuite, a cloud-based Enterprise Resource Planning (ERP) system. This powerful combination not only enhances customer engagement but also improves efficiency across various business functions. In this blog post, we will explore the benefits of integrating WhatsApp with NetSuite to set up a WhatsApp commerce channel.
The Cons of Using WhatsApp in Isolation
Before delving into the advantages of integrating WhatsApp with NetSuite, let’s consider some of the limitations of using WhatsApp as a standalone communication tool for business:
1. Lack of Real-Time Status and Stock Level Information
For businesses that deal with physical products, tracking real-time inventory levels and order statuses can be a logistical challenge when using WhatsApp alone. This can lead to inaccuracies and delayed responses to customers’ inquiries.
2. Limited Access to Marketing, Sales, and Financial Reports or Forecasts
Gathering insights into your business’s performance and planning for the future can be cumbersome when WhatsApp is your primary communication channel. Access to comprehensive reports and analytics is often lacking.
3. Bank Reconciliation Challenges
Matching payments received via WhatsApp to corresponding orders and invoices can be time-consuming and prone to errors, potentially affecting financial reconciliation processes.
4. Difficulty in Managing Customer Cases
Managing customer inquiries, complaints, and support requests in WhatsApp chats can become chaotic and disorganized, making it challenging to provide efficient customer service.
The Benefits of Integrating WhatsApp with NetSuite
Now, let’s explore how integrating WhatsApp with NetSuite can address these limitations and provide a myriad of benefits to your business:
1. Round-the-clock Customer Services
Integrating WhatsApp with NetSuite allows you to automate responses to common customer inquiries, such as order status and product availability anytime, even when your CS team was off. This improves customer engagement with 7×24 information availability. During the day, the workload on your customer service and sales teams is freed up for more complex tasks.
2. 3-step Order to Payment Processing
With integration of WhatsApp and NetSuite Cloud ERP system in place, customers can place orders and make payments directly through WhatsApp, and then sales order and invoice are being generated on the NetSuite cloud ERP system. This seamless process accelerates the order-to-payment cycle, enhancing the customer experience and increasing cash flow.
3. Product and Service Filtering and Categorization
You can categorize and filter your products or services within the WhatsApp commerce channel, making it easier for customers to find what they’re looking for. This improves the overall shopping experience and boosts sales.
4. 24/7 Customer Engagement Without Human Intervention
Thanks to automation and chatbots, your business can engage with customers 24/7 on WhatsApp. Even outside of business hours, customers can receive prompt responses to their queries, enhancing customer satisfaction and loyalty.
5. Customer Behavioral Data Collection
Integrating WhatsApp with NetSuite allows you to gather valuable customer behavioral data. This data can be used to analyze customer preferences, track buying patterns, and tailor your marketing and sales strategies accordingly.
In conclusion, integrating WhatsApp with NetSuite for WhatsApp commerce is a strategic move for businesses looking to stay competitive and efficient in today’s digital landscape. By addressing the limitations of using WhatsApp in isolation, you can reduce the workload on your teams, improve customer service, streamline order processing, and gain valuable insights into customer behavior.
To stay ahead of the curve and tap into the full potential of WhatsApp commerce, consider integrating it with a robust ERP system like NetSuite. This combination not only enhances your customer engagement but also empowers you to make data-driven decisions that drive growth and success.
If you’re ready to take your business to the next level, explore the possibilities of WhatsApp commerce integrated with NetSuite today with ONE Pacific’s experienced team of certified experts.
Schedule a demo or call us at +852 34605018 to discuss your business needs.