NetSuite tawk.to Integration
One of our clients in Canada wanted us to integrate their Tawk.to account with NetSuite. They wanted to fetch visitor details from the web page and store them in NetSuite to have lead conversion.
Tawk.to is a free live chat application to monitor and chat with visitors in real-time. It keeps tabs on what visitors are searching for and how often they visit your website.
Apart from initiating a live chat with visitors, Tawk.to also assigns a resource to chat with visitors. This enables lead conversions and enhances the online customer engagement experience of a business.
The Canadian client believes that integration will help them find new customers and increase sales. They are convinced that the integration will help them easily handle leads.
The firm is also optimistic of reducing the errors that occur during the creation of leads. The integration will also help them store the leads in NetSuite with a unique ID.
Integration Process
When a chat takes place in tawk.to, the application sends the details to NetSuite and creates a lead record. The new lead record saves chat details and default values mentioned by customers. The integration eliminates the repetition of lead records.
Therefore, the system creates only one lead record for an email address. If there is an error while creating a lead, the system stores it in another field.
The NetSuite tawk.to integration reap the following benefits:
1.Seamlessly handle leads generated through tawk.to.
2.Integration handles errors that occur while creating a lead.
3.Checks for duplicate leads before creating a new lead/prospect/customer.
The followings fields are created inside the NetSuite custom record:
• Name
• Email address
• Phone number
• Lead Comments
The integration enables the client to store the details of website visitors in NetSuite from Tawk.to. One can use these details for lead conversion.
Challenges and Solutions
For reflecting the customer details from tawk.to to NetSuite as lead, webhooks are essential. They help to send the chat details to NetSuite in real-time. However, NetSuite does not support this method. Our developers resolved this issue using a legitimate method.
The system automatically copies the Lead ID in NetSuite from the Name field in tawk.to. This increases the complexity of customer records due to multiple IDs with the same name. So, our developers made the Chat ID of tawk as the Lead ID, which is unique.
Results
Our development team delivered a top-notch NetSuite integration based on our client requirements. Using the NetSuite Tawk.to integration, our client can save the details of visitors. This helped our client to enhance their sales and increase their business efficiency.
