Wouldn’t it be wonderful to know all the ins and outs of your consumers? E-commerce software makes this possible!
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.
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.
Using the right CRM software, 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.
Summary: How to Evaluate the Best E-commerce CRM Tool for Your Needs
Outline your e-commerce’s store’s objectives and identify what you need your CRM to do for you
Understand the features you need now, and the ones you will need as you grow
Choose a vendor specific to your industry that provides features tailored to your needs
Consider the level of training and set-up assistance the vendor offers in addition to tutorials
Pick a CRM tool with the right third-party integrations for your needs
Take your CRM software (and others too) for a test drive before you commit and sign-up
The Top 8 Ecommerce CRM Tools for Your Online Business
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
Tracking & Reporting
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 CRMCost?
Freshworks CRM offers a free trial that lasts 21 days. They have 3 paid plans ranging from $29 p/m to $125 p/m.
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.
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.
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
Accessible on mobile
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.
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
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.
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.
Add custom fields
Sales pipeline forecasting
Restore deleted information within 30 days.
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!
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.
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.
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:
Daily dashboard including updated daily information on deals and tasks in progress.
Data captured automatically
In-depth reports and analytics
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.
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.
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.
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.
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:
Key Features of Salesforce’s CRM Tool:
Partner and Channel management
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.
Distributing leads among team members is easy.
The tracking is in-depth.
Ample customization freedom.
Adaptable to growing needs of online stores
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.
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 Freshworks. We chose Freshworks for small businesses because of how affordable and adaptable Freshworks 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!