WhatsApp eShop to NetSuite ERP End-to-end Solution

Whatsapp eshop and ERP integration for multi-channel retail operation One Pacific : Expertise in ERP by NetSuite

WhatsApp Commerce: Customer Journey Engagement

In today’s competitive retail landscape, leveraging WhatsApp as an instant messaging tool integrated with NetSuite can revolutionize the customer journey. The integration empowers retailers to provide personalized and relevant cross-channel experiences, enhancing customer satisfaction and loyalty. Moreover, real-time visibility across the business allows for agile decision-making and targeted marketing efforts to prospects and customers anytime.

Chat automation into your customer relationship management and digital business strategy:

Promotional Campaigns: Integrate chat automation into customers’ daily messaging platforms to execute targeted promotional messages. Keep customers informed about updates, promotions, and personalized offers, automating the sales process for increased efficiency.

Personalization and Upselling: Leverage customer data to deliver tailored recommendations, cross-selling, and upselling opportunities. By understanding preferences and purchase history, you enhance the customer experience and boost sales.

Customer Support: Utilize chatbots to offer real-time query support and product recommendations. By providing immediate assistance, you guide customers seamlessly through their purchase journey, increasing satisfaction and conversions.

Oracle NetSuite’s integration ensures seamless communication between WhatsApp and core business systems, enabling a unified view of customer data, orders, and inventory.

Data Collection

WhatsApp allows businesses to engage with customers in real-time conversations, providing valuable insights into their preferences, needs, and behaviours and send back to NetSuite ERP Systems. Through interactive chats, businesses can collect data on purchase intent, product interests, and feedback, laying the foundation for targeted marketing strategies.

In e-commerce, businesses can leverage WhatsApp to engage with customers during the browsing and decision-making process. By initiating conversations or responding to inquiries promptly, businesses can gather data on specific products or services customers are interested in, their preferences, and any concerns they may have. This information forms the basis for personalized recommendations and targeted marketing campaigns aimed at driving conversions in NetSuite’s powerful CRM system.

In customer service, WhatsApp serves as a platform for the processing of resolving queries, addressing complaints, and collecting feedback. For order enquiries, the request collected on Whatsapp will be immediately sent back to the NetSuite ERP system for dynamic responses. By analyzing chat transcripts, businesses can identify recurring issues, customer pain points, and areas for improvement in products or services. This data informs customer service strategies, allowing businesses to enhance the overall customer experience and build stronger relationships with their audience.

Lead Conversion

By analyzing the data collected through WhatsApp interactions, businesses can identify potential leads and tailor their messaging to nurture these leads towards conversion. Chatbots integrated into WhatsApp can automate lead qualification processes, providing personalized recommendations and assistance to move prospects through the sales funnel efficiently.

Firstly, by analyzing the data collected from WhatsApp interactions, businesses can identify potential leads based on engagement levels, inquiries, and preferences. This data-driven approach allows businesses to segment leads effectively and tailor their messaging accordingly. By understanding the specific needs and interests of each lead, businesses can craft personalized communications that resonate with their audience, fostering trust and building rapport.

Moreover, integrating chatbots into WhatsApp further enhances the lead conversion process by automating lead qualification and providing immediate assistance. Chatbots can engage with leads in real-time, answering common queries, providing product recommendations, and guiding them through the eShop on Whatsapp. This personalized interaction streamlines the lead nurturing process, ensuring prospects receive relevant information and support at every stage of their journey.

Additionally, WhatsApp’s ease of use and familiarity make it convenient for leads to place orders directly within the messaging platform. Businesses can leverage WhatsApp as a sales channel, enabling leads to make purchases effortlessly through simple, conversational interactions. Integrating payment gateways and order management systems with WhatsApp further enhances the user experience, facilitating seamless order placement and increasing conversion rates.

Behavior-based Broadcasting

Behavior-based Broadcasting via WhatsApp segmentation entails personalized messaging activities tailored for prospects and customers, spanning pre-sale and post-sale stages. For prospects in the pre-sale phase, targeted messaging strategies include offering tailored product recommendations based on browsing or inquiry history.

By delivering personalized suggestions, businesses enhance the shopping experience, expedite decision-making, and increase the likelihood of conversion. Moreover, segmenting prospects by engagement level allows for the delivery of exclusive offers or early access to new products, enticing them with incentives and nurturing their interest. Once customers make a purchase, post-sale messaging activities come into play. Providing order updates and delivery tracking information via WhatsApp enhances post-purchase satisfaction and reduces customer inquiries, thereby improving overall customer experience.

Additionally, analyzing past purchase behavior enables businesses to offer targeted cross-selling or upselling suggestions to existing customers, maximizing revenue potential and fostering repeat purchases.

Furthermore, soliciting feedback on recent purchases or overall experience via WhatsApp encourages customer engagement and provides valuable insights for future improvements, ultimately fostering long-term loyalty and customer retention. Through segmentation and personalized messaging, businesses can effectively leverage WhatsApp as a powerful tool to optimize engagement throughout the customer journey and drive conversions.


ONE Pacific, an award-winning Oracle NetSuite Solution Provider with more than a decade of experience in automation and SaaS solutions consulting, is with proven success in implementing NetSuite solutions and our expertise lies in seamlessly integrating ERP systems, like NetSuite, to enhance retail and ecommerce management, financial visibility, and operational efficiency. Discuss your unique business challenges with our consultants by giving us a quick call at +852 3460 5018 or email to: info@onepac.net .

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