Block · Operations
B2B customer service software: WhatsApp and email with your ERP data
Every customer message, answered instantly.
Your customers’ messages come in through each rep’s WhatsApp, the company phone and several email inboxes. They get answered when someone sees them, get lost when that person is out, and nobody knows how many there were or how long they took. And most of them are the same questions: when does my order arrive, how much is it, is it in stock, how much do I owe.
The nBlock Customer Service block puts AI agents on WhatsApp and email, connected to your ERP data. The agent answers information requests with each customer’s real data, classifies every message and resolves the simple cases. Anything that needs handling goes to the right account manager with full context, and the agent follows up until it is closed.
Challenge
Customer messages arrive on WhatsApp and by email to different people: they get answered late, they get lost, and nobody measures service.
Solution
AI agents that answer questions, triage every message and resolve the simple cases; anything that needs handling goes to sales with full context and follow-up until it closes.
Impact
Every message answered instantly, with live response, resolution and volume KPIs.
- An agent on WhatsApp and email: answers, triage and simple cases
- Hands off to sales with context, then follows up
- Response, resolution and volume KPIs
How it works on your ERP
- Step 1
Identifies each customer
The agent links the WhatsApp number or email address to the customer in your ERP. That way it knows who is asking and which price list, balance and orders apply.
- Step 2
Answers with real data
Order status, the current price for that customer, available stock or account balance: the agent queries your ERP and replies instantly, after hours too.
- Step 3
Classifies and hands off
Every message is classified by type. Complaints, negotiations or sensitive cases go to the right account manager with the history and context already assembled, so the customer never repeats anything.
- Step 4
Follows each case until it is closed
Every handed-off case has an owner and a status. You see response times, resolution and volume by channel live, something that did not exist with scattered WhatsApp chats.
Where it is used
When does my order arrive?
The most repeated question in distribution. The agent identifies the customer, finds the order in your ERP and answers the status in seconds, without tying up anyone on the team.
Price, stock and balance per customer
Every B2B customer has their own list and terms. The agent answers the price that applies to that customer, the product’s availability and the status of their account.
Complaints that do not get lost
A shortage or an invoicing difference is logged, classified and assigned to the account manager with all the information, and followed until closed instead of getting buried in a chat.
Frequently asked questions
Which requests does the agent resolve on its own and which does it hand off?
It resolves on its own the information requests that have an answer in the ERP: order status, current price for that customer, stock and balance. Complaints, credit notes, price or terms negotiation and customers in a sensitive situation go to the account manager with the context. The agent reports what is current and never negotiates anything new.
Can the agent make a mistake and give a customer false information?
The agent reads the data from your ERP instead of making up answers, and it is designed to hand off when it is not sure: if it cannot identify the customer with certainty, if the question is ambiguous or if the data is not available. An agent that hands off in time is better than one that improvises a delivery date.
Does it replace my sales or support team?
No, it changes their work. The repetitive data questions go to the agent and the team is left with what needs judgment: complaints, negotiation and the relationship with the customer. And when they receive a handed-off case, it already comes classified with the context assembled, so they resolve it faster.
Will my customers know they are talking to an AI?
Yes, and it is best to tell them. In B2B, what the customer cares about is getting a fast, correct answer at any hour, more than who is on the other end. What breaks trust is discovering a deception, not talking to an agent that resolves things and hands off to a person when needed.
Other blocks
- Sales intelligenceYour whole sales force, made smart.
- Route planningEvery rep’s week, planned.
- Order takingZero manual order entry.
- Purchase planningBuy what sells, without stockouts.
- Customer profitabilityWhat makes you money, and what takes it.
- Automated collectionsThe money you already earned, collected on time.
- Automatic reconciliationTwo data sources, aligned on their own.
Next step
Shall we look at it on your own data?
In half an hour we show you how the customer service block runs on your ERP and what changes in your operation.