Whether it’s a physical shop or an eCommerce site, it pays to have an efficient customer relationship management system in every type of business. You have to take care of your relationship with your buyers because it could lead to a better conversion rate and repeat orders.
Once you get the hang of it, you’ll be able to widen your reach and it could grow your business in no time.
But when you think about it, you won’t be able to do it all by yourself. You can have your staff help you, sure, but managing your customers will be an easy task with the right tools.
That’s precisely why you need to explore the realm of eCommerce CRM.
What is eCommerce CRM?
E-CRM or eCommerce CRM is a specific management system for eCommerce. It involves managing customer contact information, analytics data, including purchasing behavior, market reach, and other essential factors that affect your customers.
What are the types of CRM?
Before you pick which tool works for your eCommerce site, you first must understand three types of CRM—Operational, Analytical, and Collaborative.
It’s easy to differentiate the three from each other. If it involves sales, marketing, and service automation, it’s called Operational CRM. But if it uses customer data analysis to curate a personalized experience for them, then that’s where the Analytical CRM comes in.
The third CRM type is Collaborative because it uses information sharing between different business units, including the sales, marketing, and other vital parts of the company.
All three are significant in the world of eCommerce fulfillment because they capture the essence of managing your customers in different means and angles.
Benefits of eCommerce CRM
What could eCommerce CRM do for your business? There are plenty of things that eCRM can do for you.
Here are just some of them:
With customer tracking, you’ll have an excellent opportunity to cross-sell your products to customers within your line of interest. It could also open doors for your business to upsell.
Understanding consumer behavior
You must know what your customers want when they shop. Using eCRM tools will give you the available data on their purchasing habits to create a better shopping experience.
Automation of processes
Modern CRMs are all about automation. It makes it easier for you to work on your invoicing, personalized emails, financial management reports, and other vital functions.
Now, we understand that CRM systems can be expensive. But with the advantages that they can offer to the table, it’s definitely worth the investment.
If you’re looking for tools that could help you manage your customers and your employees as well, here are our eight recommendations.
8 Best eCommerce CRM Tool to Manage Customers
Nimble is the top CRM tool for small businesses. It unifies contacts and data for better communication with your customers. With this feature, you can track all the information you need to improve your services in just one click.
They can also offer an office solution for your sales team where research and data are automated. It’s a real time-saving technique that will make your employees happy.
2. Hubspot’s Service Hub
Hubspot’s Service Hub offers free CRM tools for your business.
Whether it’s for managing sales reports or upgrading your customer service teams’ processes, Hubspot has created a CRM system where you can find consolidated data for all your needs.
Pipedrive is a web-based CRM that can help eCommerce sites monitor their sales and deals on one page.
And since it’s web-based, you can access the site from anywhere. Whether you’re on a business trip somewhere, you’ll still be able to monitor data and your business processes.
Copper CRM allows integration to popular apps and tools. This way, it would be easier for you to connect your external pages to all the data in one system.
Zoho is one of the most trusted when it comes to the world of CRM. They have an expansive global network of clients that believe in their system.
With Zoho, you can get real-time notifications from your customers, which could allow you to respond to them quickly. It’s an opportunity to build better relationships with your clients.
6. Salesforce Service Cloud
Salesforce has a feature called service cloud that allows eCommerce sites to respond to customer inquiries from different channels at any given time of day.
They deliver personalized support making it more useful for your team to connect to your clients.
7. Zendesk customer service tool
Zendesk has one of the best customer service tools in the market. They can help you level up your support by providing seamless assistance from your end to the customer’s end.
It also gives your employees the ability to experience quality communication within the group by providing them with internal helpdesk solutions.
8. LiveChat customer service tool
Live chat is one of the most effective ways to deal with your customers. Consumers like to be attended to right away, especially for inquiries.
LiveChat customer service tool makes it easier for you to set up your live chat support for your customers. They offer a balanced AI automation system and human interaction so that your brand won’t feel detached from the customers.
AI automation makes the process easier, especially for creating tickets and generating leads.
The eCommerce industry we have right now has grown so much. It’s become one of the most efficient platforms for any types of brands out there. Even those that started with a traditional business type have turned to eCommerce to further their growth.
Now that everyone is into it, your edge could be how you build relationships with your customers. It’s a significant part of the whole business system, so investing in CRM solutions is the best way to go.