Selling your products and services online is a feasible way to draw more customers to your business. At a time when most purchases and transactions are happening over the internet, it is essential to adopt a powerful strategy if you own an e-commerce business.
However, unlike physical stores, one of the challenges an e-commerce business faces is establishing trust with customers. The only source for customers to know about your business is via reviews, number of likes, etc. Building trust and credibility takes years of hard work and dedication, especially when functioning online.
Apparently, e-commerce businesses have made tremendous efforts in bridging this gap. And, one such innovative solution is carrying out e-commerce services using a CRM application.
Why do you need an e-commerce CRM integration
With a CRM and e-commerce integration, you will be able to better engage with your customers using 360-degree historical data. This can lead to improved customer satisfaction, loyalty, and sales.
E-commerce CRM integration allows you to:
- Gather information from multiple sources, including social media, emails, website interactions, etc. All these data will be helpful in gaining insights into customer behavior and preferences, which allows you to provide personalized services and improve customer retention.
- Access customer information quickly and provide streamlined customer service as the customer data will be stored in a single location.
- Track customer interactions and identify opportunities for upselling and cross-selling. Personalized recommendations based on the buying history can increase your sales revenue.
- Automate tasks such as order processing, inventory management, and shipping to save time and reduce errors. This will allow businesses to focus on other areas of growth.
Top 4 effective ways to build an e-commerce CRM strategy
By now, you must have understood the importance of linking your e-commerce business with CRM software. Now, it is recommended that you should build an effective strategy for the smooth sailing of your online business.
Let me walk you through the details in the below section:
Collate communication channels in a central location
Customers can reach out to you from multiple platforms like Facebook, Instagram, Website, etc. And, it will be difficult to track when all the information is scattered in different places.
So, it is advisable to keep a record of all your communication in one place which allows you to reduce changing different tabs. This way you can provide a speedy solution to customers’ queries or problems.
Oversee the delivery of products
With integration, you will be able to monitor the status of delivery and figure out how many products will be shipped or delivered at a particular time. If there is a delay in the shipment, you can intimate your customers quickly. There will be lesser chances of customer dissatisfaction when customers are informed about it prior and you can attain customer retention in a limited time period.
Provide amazing offers and discounts
With CRM’s ability to capture in-depth customer information and purchase frequency, you can easily determine how long they have been associated with you. Also, you can understand frequently bought products from the data available. All this data will help you find loyal customers and you can carry out a strategy to provide personalized discounts.
As they are the ones who made your business profitable, you can reward them by providing offers on their favorite products. With this technique, customers will feel valued and contribute positively to your brand reputation. You can develop long-lasting relationships as well and stay ahead of your business curve.
Monitor customer satisfaction
The best way to know if your customers are satisfied is by taking feedback from them. There are AI-enabled bots integrated into a CRM that analyze call conversations and rate customer sentiment. Once the product is delivered, you can even ask your customers to rate their experience. All these methods can make you understand your customers closely and help you in providing quality service.
Well, there are many e-commerce platforms available in the market that help you create and manage your online store. With varied features like website builders, payment gateways, product catalogs, etc., these platforms can quickly convert your website into a digital store.
If you want to extend the capabilities of your e-commerce business, discover Vtiger’s integration with e-commerce platforms. Vtiger CRM has linked the popular e-commerce platform WooCommerce to its CRM edition.