One of our Canada-based client sought our expertise to integrate their Tawk.to account with NetSuite.

Real-time customer interactions are crucial for their business, making it essential that they manage leads efficiently and improve online engagement. Apart from initiating a live chat with visitors, Tawk.to also assigns a resource to chat with visitors. By using Tawk.to's live chat features, they monitor visitor behavior and initiate timely conversations, aiming to convert these interactions into valuable leads.

The client recognized that an integration with NetSuite would streamline their lead management process, find new customers, and ultimately increase sales.

Our Canadian client faced the challenge of manually handling leads generated through Tawk.to. The manual handling posed risks of data entry errors and inefficiencies in their sales process.

They required a seamless solution to automatically sync visitor details from their website and store this information in NetSuite for lead conversion.

The client believed that by integrating Tawk.to with NetSuite, they could not only enhance their ability to identify and convert new customers but also significantly reduce errors during lead creation.

Additionally, the integration will also help them store the leads in NetSuite with a unique ID. This will ensure accurate tracking and management of their sales pipeline, leveraging NetSuite’s lead management system.

We designed and implemented a seamless Tawk.to-NetSuite sync for our Canadian client, enabling them to manage leads more effectively.

When a chat occurs in Tawk.to, the integration automatically sends the visitor's details to NetSuite and creates a lead record. This record stores essential chat details and any information provided by the customer.

The integration also ensures that duplicate leads are avoided by creating only one lead per email address. If any errors occur during the lead creation process, the system captures these errors in a designated field for easy resolution.

The NetSuite-Tawk.to integration offers several key benefits - 

1. Efficiently handles leads generated through Tawk.to.

2. Manages and logs errors during the lead creation process using NetSuite’s error handling capabilities.

3. Check for duplicate leads before creating a new lead, prospect, or customer record. This ensures effective lead duplication prevention.

This integration allows our client to capture visitor data from their website directly into NetSuite. This makes lead conversion more straightforward and organized.

Integrating customer details from Tawk.to into NetSuite as leads required the use of webhooks to send chat data in real-time. However, NetSuite does not natively support webhooks. To overcome this challenge, our developers devised a legitimate method to enable real-time chat integration and data transfer.

Additionally, the system initially copied the Lead ID in NetSuite from the Name field in Tawk.to. This led to the creation of multiple customer records with the same name but different IDs. To resolve this, our team reconfigured the system to use the unique Chat ID from Tawk.to as the Lead ID in NetSuite, simplifying the management of customer records.

The integration of Tawk.to with NetSuite proved to be a transformative move for our Canadian client. By eliminating manual data entry and implementing a real-time lead capture system, they could significantly streamline their sales operations. With leads now automatically logged and tracked the client was able to respond to prospects faster and with greater accuracy. Our solution didn’t just automate a process, rather it unlocked a more efficient and intelligent way of managing customer interactions. 

Key Achievements - 

 · Automated lead capture and management. 

· Reduced errors and duplication in lead records. 

· Enhanced the client’s ability to convert website visitors into leads. 

· Improved accuracy and efficiency in the client’s sales pipeline.

NetSuite-Tawk.to integration has revolutionized our client's lead management process, driving greater efficiency and accuracy in their operations. As they continue to leverage this integration, it promises to deliver even more value, enabling continued business growth and success.

If you want to elevate your business processes through innovative integrations, our expert team is here to help. Reach out to Jobin & Jismi today to discuss your unique requirements and discover how we can support your success.