The lifeblood of every business comes from their customers. That’s why there’s been a great emphasis on improving customer experience in every step of their purchasing journey.
With this in mind, the challenge brands face in this competitive market comes in the form of customer retention. Businesses need strategies on how to keep loyal customers and attract new ones.
This is where eCommerce CRM or “Customer Relations Management” comes into play. But what exactly is this and why do businesses invest heavily in these software?
Customer relationship management software (CRM) is an eCommerce tool businesses use to help analyze consumer data. Good eCommerce CRM helps brands convert raw data into relevant information that can be used for:
As mentioned earlier, customer experience is king when it comes to shopping online. As such, the best brands use CRM to boost eCommerce customer service. In tandem with providing an overview of business operations, there’s no question that CRM is essential for any business.
Now that we know the basics, here is an in-depth look at how businesses can benefit from eCommerce CRM.
CRM is among the most effective marketing tools for eCommerce as it gives personalized insight into the minds of customers.
According to statistics from Smart Insight, 48% of consumers spend more if their shopping experience is tailored for them. Meanwhile, 74% of customers despised brands that push irrelevant content.
It's clear that personalization is becoming a prevalent trend in marketing. For this reason, CRM becomes a marketer’s dream tool as it helps with the following:
Understanding your customer’s purchasing behavior through data and analytics helps you increase AOV (average order value). In a nutshell, AOV is the average amount of money a customer spends on your shopping platforms.
Brands can use AOV data to identify which products work for what types of customers. As a result, decision makers can change pricing or marketing strategies to maximize revenue on each transaction.
Accenture conducted a study suggesting customers become loyal to brands if they receive messages that meet their needs.
As a rule of thumb, there are different types of customers that may interact with your brand. With the help of CRM tools and effective social selling, brands can provide personalized inbound marketing strategies to engage with customers.
For example, some customers may prefer receiving new product details via text instead of emails. Meanwhile, others might prefer being sent content at a specific time frame.
There are several other factors that play into this such as location, demographic, and preferred price range. That’s why CRM becomes such an important tool as it provides an overview of all of this.
Aside from helping marketing efforts, CRM can also streamline your business processes. Brands can now automate their workflow and remove risks of human error.
Certain customer interactions on your site can also be programmed to trigger a variety of call-to-action responses. But the best part is that all of this is backed by data and analytics from your CRM.
This way, you can rest easy knowing that the time and effort spent on automation won’t be in vain. In addition, automating manual processes also means more time can be spent on other important dollar-productive aspects of the businesses.
Most business owners want to expand. In the days of traditional commerce, this could take years or even decades.
Luckily, CRM software helps firms expand at a rapid pace owing to technological advances. Businesses can quickly obtain crucial data for decision-making.
Data analytics helps businesses understand client demands and respond quickly in a competitive market. This boosts brand growth since decision-makers can invest on the right goals.
Each business has their own pain points that need solutions. For this reason, it could be difficult to find a CRM tool that’s specifically tailored for a certain brand.
But as a rule of thumb, businesses owners should invest in CRM that provides insight into valuable customer relationship needs. In addition, the CRM needs to be omnichannel, convenient, and has an easy learning curve for new users.
To speed up the research process, we’ve gathered a list of the 7 best eCommerce CRM software in the market.
Zoko.io is a Shopify-integrated WhatsApp e-commerce platform. It's an unique messaging platform that e-commerce enterprises may utilize for marketing, sales, and customer support.
So, If you’re a business that relies on or wants to use Whatsapp and Shopify to drive businesses forward, then Zoko is one of the best customer support tools on the market.
Zoko lets companies communicate directly with clients throughout the buying process. Zoko's straightforward platform covers everything from Whatsapp catalogs to post-purchase service.
The technology allows companies to have real-time, tailored conversations with consumers and prospects 24/7 to better understand their requirements and drive sales.
Pricing: The platform offers four monthly plans:
Zoho allows webinars and presentations. Plus, it generates webinar reports and lead generation. It also automates manual data entering processes allowing for streamlined solutions.
The platform features e-commerce connectors that can give your firm a competitive advantage. For example, It can let brands integrate with Shopify and other platforms.
Zoho also has live chat that allows staff to talk with site visitors in real time. This helps visitors choose the proper goods and encourages spontaneous purchases with discounts and upsells.
Pricing: The Basic Plan costs $17 per month annually for three users, the Professional Plan $53 for five, and the Enterprise Plan $116 for 10.
Capsule excels in providing sales pipelines, analytics, contact management, and task administration to benefit eCommerce businesses.
Using the sales pipelines, businesses can track existing prospects and utilize value and probability strategies to anticipate future revenues.It also features a drag-and-drop interface that makes pipeline management intuitive.
Along with this, Capsule offers several eCommerce integrations such as:
Pricing: Capsule offers cheap storage options. Small-team Professional costs $18/month/user. 50k contacts, 10GB per user.
Growing businesses pay $36/month per user for Teams. 100,000 contacts, 20 GB per user, and sales reports. Their Enterprise plan provides 200,000 contacts and 40GB per user. $54/user/month.
HubSpot supports automated marketing campaigns based on contact criteria. This ensures the proper email is delivered to a hot lead at an appropriate time.
The platform enables businesses to design targeted CRM workflows. These can help find new prospects, convert leads to sales, and customize communications.
HubSpot integrates with Shopify, BigCommerce, and WooCommerce. You may enhance e-commerce sales with upsells and abandoned cart nurturing.
Pricing: HubSpot can get costly. Free plans include sales and marketing add-ons. Starter costs $45 while Professional and Enterprise pay more. Enterprise Marketing Professional costs $3000/month.
Agile CRM is an excellent eCommerce software for handling sales, marketing, and customer support. Its drag-and-drop interfaces are intuitive and relatively affordable until you upgrade.
You can sign-up for a free-for-life plan for up to 10 people which include limited automation and integration. Among these integrations are with Shopify, WooCommerce, and Magento to manage promotions, email/social media, site analytics, and marketing events.
Pricing: Agile's free version is restricted to 10 users. The $8.99 Starter package offers mobile marketing capabilities, contact-level statistics, and better email capability.
Monthly membership is $29.99. Enterprise Rate is $44.99/month/user.
Bitrix24 offers solutions for managing sales, marketing, projects, HR, and an online store.
The platform can help eCommerce stores build a website, manage inventory, produce product catalogs, process orders, and process payments in the free-forever plan.
It also features segmentation for customers which allows marketing to particular groups via email, SMS, robocalling, Telegram, Facebook Messenger, Instagram Messenger, WhatsApp, and Viber.
Pricing: Annual pricing saves 20% over monthly. Annual payment saves 40%; monthly payment saves 20%.
30-day free trial for new users. $39/month for up to five users. Their 50-user base package is $79 per month. Professional package is $159/month.
Freshmarketer (by Freshworks) is an ecommerce marketing automation technology that tracks websites, builds customer journeys, segments audiences, tracks forms, and creates targeted campaigns.
These tools let you track website users' activity, develop targeted marketing campaigns, and convert visitors into leads via online forms.
Automation capabilities include website monitoring, transactional emails, predictive contact scoring, journey builder, custom flows, and auto-resolve conversations.
Pricing: Free marketing contacts 100. Growth costs $19/month. Benefit costs $149 per user/month. Enterprise costs $299 per user/month.
Customers now have greater buying power. As such, businesses prioritize improving customer experience.
This is where CRM is essential as it gives marketers immediate access into an online shoppers' mental processes. As such, CRM becomes vital for eCommerce businesses in today's competitive industry.
Here’s a rundown of why businesses should invest in CRM Software in 2022: