85%
better customer interaction with live chat integration.
75%
faster sales transactions through NetSuite linkage.
70%
faster instant access to customer records.
About
Client
Business
Leading eCommerce Business Owner
The client is a well-known eCommerce business that required an advanced customer support solution to improve their website’s user experience.
Need for Streamlined Customer Interaction
The client wanted to streamline customer interactions and sales transactions by integrating a live chat system with NetSuite.
Backend Integration Requirement
With NetSuite as the backend system, the client required an efficient integration to manage customer support seamlessly.
Our Solutions
We implemented a custom Live Chat API integration within the client’s NetSuite environment to enhance customer interactions and streamline sales processes.
Live Chat API Integration
We integrated the Live Chat API into the client’s eCommerce website, allowing real-time customer support interactions to be managed directly within NetSuite.
Customer Record Linking
Developed a feature that linked customer records in NetSuite to the live chat window, enabling customer support agents to access relevant information instantly.
Intermediate PHP Server Development
Implemented an intermediate PHP server to handle requests between the Live Chat webhook and NetSuite SuiteScript, ensuring seamless data flow.
NetSuite ERP Optimization
Optimized the client’s NetSuite system to ensure smooth operation of the Live Chat integration without any performance issues.
Challenges
We encountered several challenges during the implementation of this integration.
Customer Data Linkage
Ensuring that the customer record link displayed correctly in the Live Chat window and opened the relevant NetSuite record was a complex task.
Intermediate Server Setup
Setting up an intermediate PHP server to manage the requests between the webhook and NetSuite required careful configuration and testing.
Efficient Customer Data Handling
Managing real-time data between the Live Chat API and NetSuite without delays or duplication was a critical challenge.
Results
Our tailored Live Chat integration solution delivered several critical benefits for the client.
Improved Customer Support
The integration allowed customer support agents to access relevant customer records instantly, improving response times and support quality.
Streamlined Sales Transactions
By linking customer data to the live chat system, the client was able to manage sales transactions more efficiently.
Enhanced Customer Experience
The real-time interaction capability of the Live Chat system significantly improved the customer experience on the eCommerce website.
Seamless Data Integration
The intermediate server setup ensured smooth data flow between the Live Chat API and NetSuite, preventing any data duplication or errors.
