E-commerce CRM: The 8 Best Software for 2022

E-commerce CRM (Customer Relationship Management) software takes customer relations to the next level! 

This article will take an in-depth look at why E-commerce CRM is a “must-have” for any online store. And which tools are currently the best in the market. 

Maintaining and evolving customer relations are essential as it helps brands gain brand loyalty, advocates, and many more growth opportunities. This is where E-commerce CRM software comes into play. 

This software allows you to store, access, and use customer data to amplify the value of every consumer interaction. Customer data includes purchasing behavior and contact information

If you’re still on the fence about E-commerce CRM software, you might not know that the average ROI (Return on Investment) for CRM is $8 for every $1 spent. 

Pretty great, right!

But with so much software available, all claiming to be better than the last, what’s the best choice? Let’s have a look! 

    Why Online Stores Need E-commerce CRM Software? 

    Wouldn’t it be wonderful to know all the ins and outs of your consumers? E-commerce software makes this possible!

    Source: Zoho

    An E-commerce CRM strategy allows you to identify, retain and attract customers. As well as manage extensive data and analytics on your customers to create marketing and sales techniques tailored to your consumers.

    Your brand can generously benefit from an E-commerce CRM strategy in the following ways:

    • Understand your consumer’s purchasing behavior to increase your AOV (Average Order Value). You also gain insight into what type of products your consumers prefer so you know what to launch in terms of the most value.  
    • Find out consumers’ social experience with your brand. 
    • Provide your ideal buyers with better experiences tailored to their pain points and needs. 
    • Save time and effort by creating automated workflows triggered by specific actions your customers take. Automated workflows also eliminate the potential of manual errors. 
    • Using advanced software, you can view the analytics of your payment trends. This can help you identify your most frequent sources of revenue, your highest value customers, which time of year your consumers spend the most money, and more.
    • Segment your customers for more efficient marketing and management. You can group customers who are the same gender, age group or have similar purchasing habits. Employ different marketing and management techniques that suit each category of consumers. As each category will require a unique sales approach. 
    • Personalize your marketing and sales strategy using the consumer data E-commerce CRM tool’s store. These tools inform you of a customer’s preferred contact method, location, preferred price range. And more relevant information to personalize your marketing and sales techniques for higher response rates. 
    • You can plan and manage your inventory and product lines better according to the consumer information. 
    • Provide your customers with quick and valuable feedback to keep them satisfied with your brand.
    Why Online Stores Need E-commerce CRM Software
    Source: Evechat.com

    As you can see, there are many compelling advantages of E-commerce CRM software. Making it hard to believe that 22% of salespeople have no clue what CRM software is.

    You might just have the upper-hand! 

    How to Evaluate an E-commerce CRM Tool for Your business

    Sitting for hours, trying to determine which E-commerce CRM tool is perfect for your business, is simply out of the question! When evaluating CRM tools, these are the most important factors:

    1. Outline Your E-commerce’s Store’s Objective

    Before anything else, you need to understand why you need an E-commerce CRM strategy. Do you want to scale your workflow and increase productivity? Boost sales and consumer engagement? Gain advocates and enhance your refferal program? Or record your entire sales funnel?

    Once you have a clear idea of what you want from an E-commerce CRM tool, it will be easier to determine the ideal tool for your online store.

    2. Understand The Features and Functionality You Require 

    No two businesses are the same in terms of consumer-base, operation, objectives, and growth. Meaning, you can’t just settle with any features and functionality.

    You need to choose a CRM tool that offers you these two potentials:

    • You can easily upgrade to higher plans as your business and E-commerce CRM strategy expands. 
    • You have everything you need. Forget the bells and whistles and only opt for the necessities. Software Advice confirms that most businesses overestimate what they need in a CRM tool. You don’t want to waste profit on features that will go unused. 

    An ideal CRM tool is one that gives you just enough of what you need and smoothly adapts to your business.

    3. Choose a Vendor, Specific To Your Industry 

    Before considering a CRM vendor, you need to skulk out their website. This will confirm if they have worked with businesses that are like yours. For example, if you are a nonprofit business, you need to look for a vendor that can provide you with nonprofit CRM software.

    Spend time on the websites of potential vendors. Check online reviews and testimonials to get a clear picture of how you can benefit from using that CRM vendor.

    4. Find Out If Training and Configuration Is Possible 

    There’s only so much that online tutorials can teach. And how to perfectly adapt an E-commerce CRM strategy might not be one of them for your business.

    Speak to the CRM vendors you’re interested in and find out how much it would cost to configure your CRM system and host training sessions for you and your team.

    This will make setting up your CRM system much easier and more customized to your business. You need your CRM tool to complement your brand and work organically. Asking the CRM vendor to configure the software will make this possible.

    As for training, the last thing you need is for your team to be all muddled up trying to find their way around the CRM tool. The better your team understands its functionality and how it connects to the workflow, the smoother your company will operate and strive toward the same goal.

    5. Pick an E-commerce CRM Tool With Third-party Integrations

    One benefit of CRM software is that it saves you time through automation. However, an E-commerce CRM tool that prevents third-party integration completely negates that.

    If your CRM software doesn’t have this feature, you will have to purchase more software for different functions. Rather than streamlining your process with an all-encompassing tool.

    Be sure to go through the CRM software’s list of third-party integrations to determine whether you can integrate your most vital applications.

    6. Take The E-commerce CRM Software for a Test Drive First 

    Don’t let excitement get the better of you, and pay for CRM software before trying it out.

    Regardless of how great the reviews are, how many crucial features they offer, or the long list of third-party integrations available, try the software first!

    Start by requesting a live demonstration of the E-commerce CRM tool. If everything looks good, move onto a free trial.

    The free trial will allow you to get acquainted with the functionality, navigation, and features of the CRM software. This will help you determine if it’s what you need.

    A very important tip here is to be mindful of the user experience. For example, you need to ask yourself, “Is this tool user-friendly?” “Is it enjoyable to use”? “Are the labels and buttons clear” “Do the actions flow logically?”.

    Choose an E-commerce CRM tool that is intuitive and easy to use, decreasing the risk of complication, confusion, or having to train new employees on a complex system.

     Evaluate an E-commerce CRM tool for your business
    Source: Scnsoft.com

    The Top 8 Ecommerce CRM Tools for Your Online Business

    1. Freshworks CRM

    Freshworks CRM helps businesses accelerate their revenue growth and increase lead generation exponentially by providing an all-round CRM solution. Customer conversations can be tracked, contact databases can be built, and an overall personalized experience can be delivered. Besides, you can impact revenue growth in real-time and forecast with greater accuracy using AI-powered contact scoring, pipeline management, and forecasting.

    Key Features of Freshworks CRM:

    • Landing Page Creation
    • Email Marketing
    • Lead Scoring
    • Tracking & Reporting
    • Market Segmentation
    • AI-Powered Chatbots
    • Salesforce Automation
    • A/B Testing
    • Auto-Respoders
    • Behavioral Analytics
    • Calendar Management
    • Audience Targeting

    Third-party Integrations for Freshworks CRM:

    • Productivity integration with apps such as PandaDoc, Typeform, Asana, and Trello. 
    • Calendar integration with Google Calendar and Office 365 Calendar.
    • Team communications integration with software like Zoom and Slack.  
    • Marketing automation integration with HubSpot, Mailchimp, and Zapier.
    • Payments and billing integration with QuickBooks, Xero, Stripe, and Paypal.
    • E-commerce integration with software such as Magento 2, Shopify, or Woocommerce.
    • Lead intelligence integration with Segment, B2Brain, and FunnelFLARE.

    How Much Does Freshworks CRM Cost?

    Freshworks CRM offers a free trial that lasts 21 days. They have 3 paid plans ranging from $29 p/m to $125 p/m.

    Source: https://www.freshworks.com/crm/

    Pros

    • Freshworks CRM integrates with loads of apps, allowing you to handle everything from a single place.
    • The free trial is 21 days long so you can easily explore the software to its fullest.
    • The mobile app has almost all the features of the full desktop version.
    • A/B tests, heat maps, and other optimization tools make it easy to close customers.
    • New features keep getting added frequently which help make the platform even more useful.
    • A mutual dashboard helps keep all team members updated and enables better coordination.

    Cons

    • Customer service and billing support are slow and unresponsive at times.
    • Automatic reminders are missing for some alerts. You can’t set specific alarms to be notified when a customer doesn’t get back to you or similar.
    • The pricing may be suitable for medium and large businesses but can be expensive for smaller ones.

    Freshworks CRM’s score on Capterra.com

    Over 500 users reviewed Freshworks CRM, giving this software 4.6 out of 5 stars.

    Freshworks CRM’s Score on G2.com 

    Freshworks CRM scored 4.6 out of 5 stars, with over 800 reviews.

    Website: https://www.freshworks.com/freshsales-crm/

    2. Keap 

    Keap E-commerce CRM
    Source: Technologyevaluation.com

    Keap, previously Infusionsoft, has been in the CRM game for quite some time. And proves itself an excellent tool for a successful CRM strategy. Unfortunately for large establishments, Keap directs its efforts on stimulating the customer experience and sales performance of small businesses. 

    Key Features of Keap’s CRM tool:

    • Built-in keyword and meta-data fields 
    • Invoice generator 
    • Accessible on mobile
    • Task management
    • Customer segmentation
    • Reminder system 
    • Calendar 
    • Quote generator 

    Third-party Integrations for Keap’s CRM tool:

    • Productivity integration with software such as Trello and Rippling.
    • Social media integrations with platforms such as Facebook, Twitter, and Instagram.
    • Team communications integration with software like Slack, Talk Desk, and Teamwork.
    • Integrating calling software, including Zoom and Pure Chat.
    • Storage integration with apps like Dropbox.
    • E-commerce integration with software such as Magneto and Shopify.
    • eSignature integration with apps like HelloSign.

    How Much Does Keap’s CRM Tool Cost?

    A free trial is available for all 3 of Keap’s pricing plans. Furthermore, Keap’s prices range from $56 p/m to $140 p/m and only allow 1 user per account.

    Keap pricing
    Source: Keap.com

    Pros

    • Features are easy to use.
    • CRM information is robust 
    • Analytics and reports for email marketing are clear and informative.
    • Notes and communications with clients are recorded.
    • Tags for segmentation

    Cons

    • Fewer customization options than other E-commerce CRM tools. 
    • Reporting needs improvement.
    • The shopping cart doesn’t perform smoothly.
    • Users have complained about slow responses from the support team. 

    Keap’s Score on Capterra.com

    Keap scored 4.1 out of 5 stars, and over 1000 users reviewed this software.

    Keap’s Score on G2.com 

    Like on Capterra, Keap scored 4.1 out of 5 stars with a little over 1000 reviews.

    Website: keap.com

    3. Monday CRM 

    Monday E-commerce CRM
    Source: Thedigitalprojectmanager.com

    Streamlining your sales funnel and improving customer relations for an outstanding online reputation is made simple through Monday’s E-commerce CRM tool. 

    Key Features of Monday’s CRM Tool:

    • 8 different data visuals 
    • Calendar 
    • Scheduler 
    • Project planner 
    • Document storage  
    • Task ranking
    • Time tracking  
    • Customer segmentation 

    Third-party Integrations for Monday’s CRM Tool:

    • E-commerce integration with software such as Woocomerce, Stripe, and Shopify.
    • Integrating calling software, including Zoom.
    • Social media integration with platforms such as LinkedIn.
    • Team communications integration with software like Slack and Zendesk.
    • Productivity integration with software such as OneDrive and Google Excel. 

    How Much Does Monday Cost?

    Unfortunately, a free plan is not available. However, they offer a free trial. There are 4 pricing plans, which start at $8 p/m. And for the highest plan, you’d need to contact Monday for a quote.

    Monday pricing
    Source: Monday.com

    Pros

    • Data is easy to view and comprehensive. 
    • Advanced automation gives you an alert when you need to take action.
    • The user interface is direct and beginner-friendly. 
    • Intuitive project manager. 
    • Creating excel boards and importing them to Monday is effortless.

    Cons

    • Increases in automation plans are not adaptable for some businesses. 
    • Steep learning curve for configuration. 
    • Limited amount of users for each plan. This does not accommodate how much some businesses can afford to pay for more users.

    Monday’s Score on Capterra.com

    Scoring a grand 4.6 out of 5 stars, Monday has over 2200 reviews on Capterra.

    Mondays Score on G2.com 

    Also scoring 4.6 out of 5 stars on G2.com with about 1400 reviews.

    Website: monday.com

    4. SendInBlue

    sendinblue
    Source: Sendinblue.com

    Contrary to their name, SendInBlue doesn’t only offer email marketing optimization tools. This popular software boasts an equipped CRM platform for small and medium-sized businesses.

    Key Features of SendInBlue’s CRM Tool:

    • Marketing automation 
    • Segmentation 
    • SMS marketing 
    • Live chat 
    • Stores contacts and relevant information on each contact 
    • Email marketing 

    Third-party Integrations for SendInBlue:

    • Team communication integration with software like Slack.
    • Productivity integration with apps such as Google Excel.
    • Email marketing integration with platforms such as Typeform. 

    How Much Does SendInBlue Cost?

    You can opt for the free plan available or choose 1 of the 3 paid plans. For the highest-paid plan, you would have to ask SendInBlue for a quote and the lowest plan starts at $25 p/m.

    Sendinblue pricing
    Source: Sendinblue.com

    Pros

    • Advanced tracking and analytics.
    • Users can send bulk emails.
    • The configuration is quick and easy.
    • The price range is affordable. 
    • Users can perform A/B testing 

    Cons

    • Reporting and analytics view desperately needs improving.
    • Software tends to lag and has bugs.
    • Clear information for different functions is not available.

    SendInBlue’s Score on Capterra.com

    Only 640 users reviewed SendInBlue, giving this tool 4.5 out of 5 stars.

    SendInBlue’s Score on G2.com

    With over 1300 reviews, SendInBlue received a rating of 4.6 out of 5 stars.

    Website: sendinblue.com

    5. Pipedrive 

    Pipedrive E-commerce CRM
    Source: Pipedrive.com

    For a reliable E-commerce CRM tool that handles everything your business needs for your CRM strategy, Pipedrive is a popular choice. Let’s have a look at what Pipedrive offers. 

    Key Features of Pipedrive:

    • Email marketing 
    • Lead scoring 
    • Calendar 
    • Forecasting  
    • Task management 
    • Quote and order management 
    • Product and pricing management 
    • Customer contract management 

    Third-party Integrations for Pipedrive:

    • Lead generation integration with software such as snapAddy, Adlots, and Leadboxer.
    • Integrating calling software, including Zoom.
    • Email marketing integration with platforms such as Outfunnel and Paperflite.
    • Team communications integration with software like Slack, Zapier, and Fireflies.
    • Accounting integration with software such as Paycove and Socket.
    • Chat integration with platforms like JustCall, Aircall, and CloudTalk.

    How Much Does Pipedrive Cost?

    No free version of this software is available. But they offer 4 different paid plans. The lowest plan begins at $12.50 p/m, and the highest plan is for $99 p/m.

    Pipedrive pricing
    Source: Pipedrive.com

    Pros

    • Easy to track data and view analytics 
    • Requires no experience or training to use. 
    • Deal management makes it simple to track the team’s progress. 
    • Visually displays sales pipeline. 
    • Efficient and highly responsive customer support. 

    Cons

    • Data and analytics can be more extensive. 
    • Functionality can be clunky.
    • Users can’t send bulk emails. They have to send 1 at a time. 

    Pipedrive’s Score on Capterra.com

    Pipedrive scored an impressive 4.5 out of 5 stars with 2266 reviews.

    Pipedrive’s Score on G2.com 

    With just over 1300 reviews, Pipedrive scored 4.3 out of 5 stars.

    Website: pipedrive.com

    6. Capsule 

    Capsule CRM
    Source: Developer.capsulecrm.com

    Capsule direct’s its efforts to help businesses save time while multiplying sales. It also offers a broad range of features to help brands build strong consumer relations. 

    Key Features of Capsule:

    • Automatically syncs your important information. 
    • Custom tags 
    • Add custom fields 
    • Sales pipeline forecasting 
    • Task Management 
    • Restore deleted information within 30 days. 
    • Quote Generator 
    • Territory Management 

    Third-party Integrations for Capsule:

    • Lead generation integration with software such as snapAddy, Adlots, and Leadboxer.
    • Accounting integration with software such as Quickbooks and Xero.
    • Project management integration with software like TidyEnterprise.
    • Email marketing integration with email providers such as MailChimp and Mad Mimi.
    • Contract builder integration with software like Webmerge, NiftyQuoter, and TidyBuild.
    • Inventory management integration, including DEAR systems and Cin7.

    How Much Does Capsule Cost?

    Fortunately, Capsule offers a free version but limits the number of users to 2. And prohibits anything over 250 contacts per account. There are 3 paid plans, the lowest at $18 p/m and the highest at $54 p/m. All Capsule’s plans offer a 30-day free trial!

    Capsule pricing
    Source: Capsulecrm.com

    Pros

    • The pricing is very competitive. 
    • The entirely free plan is great for small businesses.
    • Their free trial gives users sufficient time to try the software.
    • Capsule offers a mobile app that is just as well-performing as the desktop app. 
    • They record all email communications. 

    Cons

    • No built-in email marketing features are available.  
    • Features and functionality can be too primitive for some businesses. 
    • Lack of tutorials and guides to help users. 

    Capsule’s Score on Capterra.com

    Similar to Pipedrive, Capsule scored 4.5 out of 5 stars but with only 120 reviews.

    Capsule’s Score on G2.com 

    With nearly half as many reviews on G2 compared to Capterra, Capsule scored 4.3 stars out of 5. 

    Website: capsulecrm.com

    7. Hubspot‘s Tool for E-commerce CRM

    hubspot
    Source: Wildix.com

    For just about anything digital marketing, HubSpot has time and time again proved itself more than worthy. HubSpot’s CRM tool covers all the necessities to maintain and nurture consumer relations. Along with streamlining your business’ process. 

    Key Features of HubSpot’s CRM Tool:

    • Document storage
    • Email marketing
    • Mobile access
    • Task management
    • Daily dashboard including updated daily information on deals and tasks in progress.
    • Data captured automatically
    • In-depth reports and analytics
    • Customer segmentation 

    Third-party Integrations for HubSpot’s CRM tool:

    • Email integrations with email providers such as Gmail and Outlook.
    • Calendar integration with HubSpot’s Meeting Scheduling App.
    • Social media integrations with platforms such as Facebook, Twitter, and Instagram.
    • Team communications integration with software like Slack.  
    • Integrating calling software, including Zoom, Aircall, and Uber conference. 
    • Video integration with platforms such as YouTube.
    • Integration with web forms, including Unbounce and WordPress.

    How Much Does HubSpot’s CRM Tool Cost?

    Guess what? HubSpot’s CRM tool is totally free. HubSpot also offers a free trial. However, the free plan has limited features.

    Hubspot CRM pricing
    Source: Hubspot.com

    If you want the very best of their features, you would have to pay for the premium sales and marketing automation features. These plans start at around $50 p/m each.

    Pros

    • A free version is available, working well for smaller businesses
    • A free trial is available. 
    • The daily dashboard makes accessing and viewing essential information convenient and easy.
    • The tasks feature allows smoother management, as you can assign team members tasks with deadlines.
    • The list of integrations accommodates the needs of various businesses. 

    Cons

    • The features lack flexibility, and larger companies might not adapt HubSpot’s CRM tool around their sales process.
    • Exporting data is not as straightforward as it could be.
    • The number of features isn’t as much as more established CRM tools. But they sort of makeup for this by offering the CRM tool for free.

    HubSpot’s CRM Tool Score on Capterra.com

    The trusted review-focused platform, Capterra, comprises over 2600 reviews on HubSpot’s CRM tool. The overall score of these reviews is 4.5 out of 5 stars. Not bad!

    HubSpot’s CRM Tool Score on G2.com 

    With over 6600 reviews on G2.com, HubSpot’s CRM tool scored 4.3 out of 5 stars.

    Website: hubspot.com

    8. Salesforce

    salesforce E-commerce CRM
    Source: Salesforce.com

    Salesforce prides itself on providing an advanced CRM solution to close deals, manage your consumer network, and get a real insight to your buyers. These are a few of Salesforce’s primary features:

    • Quote management 
    • Sales forecasting 
    • Document manager 
    • Partner and Channel management 
    • Territory management 
    • Contract management 
    • Email marketing 

    Third-party Integrations for Salesforce:

    • Team communication integration with software like Slack.
    • Accounting integration with software such as Quickbooks.
    • eSignature integration with apps such as DocuSign and HelloSign.
    • Email marketing integration with platforms such as MailChimp.

    How Much Does Salesforce Cost?

    Salesforce offers 4 pricing plans in total. The lowest of these plans start at $25 p/m. And the highest plan is priced at $300 p/m. Although Salesforce is a dynamic choice for E-commerce CRM, they aren’t cheap.

    Salesforce pricing
    Source: Salesforce.com

    Pros

    • Distributing leads among team members is easy.  
    • The tracking is in-depth.
    • Ample customization freedom.
    • Adaptable to growing needs of online stores

    Cons

    • Outdated design. 
    • Requires a learning curve and is not beginner-friendly. 
    • Users report unsavory customer service. 

    Salesforce’s Score on Capterra.com

    Over 15 000 users gave Salesforce 4.4 out of 5 stars.

    Salesforce’s Score on G2.com 

    Over 11 000 users reviewed Salesforce awarding this E-commerce CRM tool a 4.3 out of 5 stars.

    Website: salesforce.com

    Conclusion

    E-commerce CRM software has made it possible for online brands to establish and grow long-standing customer relations.

    Your customers are the most crucial component of your brand. Using CRM software allows you to understand your customers better than ever before.

    Out of all these incredible E-commerce tools and what each of them offers, our strongest recommendation for small businesses is Freshdesk. We chose Freshdesk for small businesses because of how affordable and adaptable Freshdesk is. The software allows small businesses to build an effective E-commerce CRM strategy without charging too much.

    As for medium-sized businesses, our favorite E-commerce tool is Monday! Monday is a powerful yet simple tool that your team members will quickly get the hang of. For medium-sized businesses, Monday’s pricing is quite economical for the features each plan offers.

    Well, there you have it, folks! That’s our full review of the best E-commerce CRM tools available.

    Frequently Asked Questions

    Why is E-commerce CRM important?

    E-commerce CRM software helps businesses of all kinds optimize their customer relations. This helps businesses achieve various objectives such as developing brand advocates and tailoring their sales approach to their ideal buyer. Read our full article to find out how E-commerce CRM can elevate your brand.

    How to choose the best E-commerce CRM software?

    When choosing an E-commerce CRM tool you need to first understand what you want your business to accomplish. And before purchasing any tool you need to make use of a free trial if one is available. Read this article for the most important factors of evaluating an E-commerce CRM tool and the best tools available for your business.

    What is the best E-commerce CRM tool for small businesses?

    This depends on a variety of factors that are unique to your business such as your goals, growth rate, and marketing techniques. Read our full article to learn about the 8 best CRM tools available and which one will be ideal for your business. We include our favorite picks for small and medium-sized businesses too!

    References and Sources

    1. Nucleus Research: CRM pays back $8.71 for every dollar spent
    2. HubSpot: Not Another State of Marketing Report
    3. Software Advice: CRM Software Small Business Buyer Report – 2016
    4. HubSpot
    5. Freshdesk
    6. Keap
    7. Monday
    8. Pipedrive
    9. Capsule
    10. Salesforce
    11. SendInBlue

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