Augment your NetSuite CRM with Conversations by NLX

Conversations by NLX helps augment NetSuite’s CRM by empowering brands to universally build, manage, and analyze their personalized, automated customer self-service experiences within a no-code platform.

Andrei Papancea

  • NetSuite
  • Withum
  • Mon Cheri

We’ve long touted how our Conversations by NLX platform easily integrates without the need to hire a third party or a team of ten. The Conversational AI platform integrates especially well AWS services that businesses know and love like Amazon Connect, Amazon Lex, and Amazon Pinpoint. 

Today we’re highlighting the benefits of integrating Conversations by NLX with NetSuite – the leading integrated cloud business software suite - to easily and quickly enable turnkey personalized, automated customer self-service at the point of customer service interaction. 

NetSuite’s products and services help businesses of all sizes with business accounting, enterprise resource planning (ERP), customer relationship management (CRM) and eCommerce. Adding Conversations by NLX enables those businesses to add low-cost, high-value customer self-service that leverages data stored inside NetSuite.

Within its CRM, NetSuite’s 360-degree customer view gives your service and support reps better visibility into customer issues and enables them to provide a consistent service experience across touchpoints. However, the cloud-based software stops short of helping brands automate their customer inquiries. 

That’s where Conversations by NLX comes in!

Conversations by NLX helps augment NetSuite’s CRM by empowering brands to universally build, manage, and analyze their personalized, automated customer self-service experiences within a no-code platform. When implemented, Conversations by NLX empowers a brand to build an unlimited set of customer self-service flows so that their customers can resolve their own inquiries at their own pace and in the channel of the customer’s preferred choice -- with no wait time or frustration. 

Like NetSuite, Conversations by NLX is scalable, multilingual, and customizable according to your unique business needs. Plus, when integrated with NetSuite, Conversations by NLX can securely reference your NetSuite systems of record to personalize the automated conversation with your current and potential customers, partners, and suppliers. Personalizing the conversation introduces intelligent automation, reducing the pressure on your call centers while improving your customer service cost-effectiveness. 

NLX most recently helped Mon Cheri Bridals – a B2B bridal and special occasion supplier for more than 1500 retailers and bridal shops across the U.S. and Canada. Adding NLX to their NetSuite instance, Mon Cheri Bridals was able to automate its customer service! 

The bridal distributor was already working with WithumSmith+Brown – a top-25 advisory and accounting firm — to upgrade its IT systems with NetSuite, when it began looking for a way to (urgently) improve its customer support. 

Weddings canceled over the past several years during the pandemic had created a bottleneck for the company, as nuptial dates found a new home in 2022. Mon Cheri experienced a surge in new business as orders and inquiries began flooding into Mon Cheri’s call center. The unexpected business uptick resulted in long hold times and customer frustration.  

With Conversations by NLX, Mon Cheri retailers and local shops are now able to call into the bridal and special occasion distributor 24/7 to request updates on things like order status and account balance, outside of regular business hours and without ever needing to wait on hold for a representative. NLX’s cost-effective solution helped Mon Cheri take the pressure off its call center while reducing hold times and upholding its high customer service standards. 

“Withum’s expertise with NetSuite and NLX’s ability to integrate with virtually any platform made personalizing and intelligently automating our customer service fast and easy,” says Mon Cheri Bridals Vice President of Operations Jami Mensch. “We were able to maintain our exceptional customer service standards and offer our clients even faster service.” 

“We’re always eager to help our clients become more efficient and effective through technology,” says Withum Cloud Solutions Lead Walter Merkas. “Combining Conversations by NLX and NetSuite is a powerful, cost-effective way to help serve your customers better and faster.” 

“We build from our imagination of how things should work, and then work backward from that vision to make power the ideal solution through technology,” says NLX CEO and Chief Product Officer Andrei Papancea. “We’re proud to help prestigious brands like Mon Cheri better service their customers through personalized, automated customer self-service experiences.” 

Andrei Papancea

Andrei is our CEO and swiss-army knife for all things natural language-related.

He built the Natural Language Understanding platform for American Express, processing millions of conversations across AmEx’s main servicing channels.

As Director of Engineering, he deployed AWS across the business units of Argo Group, a publicly traded US company, and successfully passed the implementation through a technical audit (30+ AWS accounts managed).

He teaches graduate lectures on Cloud Computing and Big Data at Columbia University.

He holds a M.S. in Computer Science from Columbia University.