When it comes to messaging, WhatsApp (owned by Facebook) is leading the modern-day instant messaging market. With over two billion users worldwide, it has become the most preferred communication platform across the world. This is why, companies are now using WhatsApp to communicate with prospects, customers, partners, internal stakeholders, and more. Moreover, with the launch of WhatsApp for Business (WhatsApp Business) in 2018, companies looking to send information and messages to clients and prospects in a safe, secure, and reliable way are increasingly adopting WhatsApp.
WhatsApp for Business makes it easier for companies to connect and interact with customers due to its whole host of features like catalogs, profiling, auto-responses, contact labeling, etc. However, they face challenges in tracking those interactions with customers. This is because all the customer data, orders, and payment information are recorded in the ERP or CRM systems used by these companies. Since WhatsApp does not natively integrate with these systems, businesses cannot push real-time notifications to customers regarding their order confirmation, delivery updates, payment reminders, issue escalations, and renewal reminders, etc. This affects the delivery cycles and issue resolution timelines, impacting the overall customer experience.
Why Integrate ERP/CRM with WhatsApp
Integrating ERP or CRM with WhatsApp enables faster and better tracking of customer interactions since all new inquiries or orders created in the ERP or CRM automatically get added to the WhatsApp messaging workflow. This allows pushing automated notifications and messages based on pre-defined workflow or sequence. Thus, by automating interactions and follow-ups, you can not only save time and manual efforts but also nurture the entire lead generation process, ensuring no leads slip through the cracks.
In other words, companies can push real-time notifications to prospects or customers in the context of payment confirmations, order status, issue updates, invoices, renewals, marketing communications, upon their update in ERP.
How NetSuite and WhatsApp Integration Helps
1. Faster Engagement than Emails
Instead of sending long emails, with NetSuite and WhatsApp integration, you can send real-time notifications and messages to get quick responses from customers and prospects. These real-time responses and updates keep them from losing interest in your brand. Moreover, there is no risk of messages being lost in the Junk or Spam folder, unlike emails.
Also, with automated workflows between NetSuite and WhatsApp, you can also trigger the creation of customer service tickets and update requests upon exchange of messages, which usually takes longer via email.
2. 360 Degree Customer Visibility
3. Automatic Lead Creation
4. Better Order and Sales Tracking
5. Message-based Account Management
Wrapping Up
Khushboo Chhatbar
Khushboo Chhatbar works as an Inbound Marketing Specialist at RoboMQ. She carries over 9 years of experience in executing and managing digital, inbound, and content marketing activities for the IT and software industry. She is passionate about writing for SaaS products, application integrations, and technological advancements.
