Today, online retailers utilize various platforms to connect with their clients. eCommerce websites, social media, and online marketplaces all must be carefully managed to make sure they provide the best experience for consumers. Once you start with an online business, immediately you understand that your competition is right next to you, waiting for one wrong step from your end. Hence, one of the biggest solutions you can use to keep up with the competition’s challenges is client retention.
Besides providing top-notch products and services, you should provide a flawless client experience. In this online world, the consumer lifecycle is quick. It indicates that you must put more effort than in traditional commerce. Hence, this is where an e-commerce CRM comes into the picture.
A cloud-based CRM solution can help to convert casual clients into loyal ones who will continuously purchase your products. So, how can this be translated to business? Good revenue and a stronger position in the market.
Let’s take a look into how to select the best e-commerce customer relationship management system for your online business.
a) Monitoring and Handling Client Data Efficiently
As an online business, you should be having a buyer persona intact. For instance, if you are running an online gown rental website, you should target women aged between 20 to 40 who are likely to rent a gown for any event. Moreover, you should also target a specific region, like the ones who are employed and are in the middle-class income group, and more. Hence, how to realize whether your website visitors fit into that purchaser persona or not?
In the beginning, search for an e-commerce CRM software that allows you to generate registration forms on the website, where you can gather critical details about the potential purchasers, email addresses, contact information, and much more. A few CRMs top it up with the ability to enrich the purchaser’s profile by capturing social media profiles and other information’s available publicly. Plus, you can track visitor activity, like the service categories they have searched, the products they have viewed, and much more.
This can fetch you more context into who the visitors are and whether they are relevant to the business. Moreover, it will offer visibility into what the purchasers are looking to buy.
b) Converting App and Website Traffic
It has been observed that the present average conversion rate for e-commerce stands at 2%. There is a lot of room for online businesses to boost their sales and revenues. But how to convert efficiently? The initial step to do is to classify purchasers who are more likely to buy from the website. A robust e-commerce CRM solution can help you to score potential purchasers based on multiple parameters like age group, zip code, and much more. Based on the various buckets your potential purchasers fall into, you can generate customized engagements with them to boost their likelihood of purchases from the website.
c) Customizing Marketing
What will you do with all the information that you have collected about the buyers so far? An e-commerce CRM allows you to send targeted emails and persuade them into buying a good on the website. For instance, when a potential purchaser has left items in their cart, you can send them reminders. Or, when you are running offers on a particular product/service, you can recognize all potential purchasers who will fit the profile and shoot an email. It will not only enhance the conversion rate but also will build loyalty and ensure repeat purchases.
There’s no need to invest time and effort manually by sending mails to every set of purchasers. Automate the launch whenever possible. For instance, if you are giving discounts during a season, generate email campaign to be sent to purchasers and automate the task so that it is sent out at a specified time.
More than 90% of online purchasers want to get promotional emails from e-commerce websites. They are likely to purchase from a retailer that recognizes them by name and recommends options based on their purchasing history. When you want to go a step further and assess how the business is performing, search for a CRM that also gives you performance insights. Also, you can understand how a marketing campaign performed, which sources the buyer group came from, how the sales revenue looks like, and much more. It will help you to rethink your sales strategy and boost business performance.
d) Implementing Above Par Client Support
Every client has an expectation when they visit your site. It does not end with purchasing a good product. Repeat purchase and loyalty also comes with timely support. Be it to monitor shipping, handle exchange/returns, or solve issues on services they buy.
When you do not have a successful support process, you are likely to lose out on consumers. Businesses lose 60 billion dollars every year due to poor customer service. Hence, how to resolve it with an e-commerce CRM? Check for solutions that are available with support integrations so that you can work seamlessly across departments and stay on the same page concerning client data, their buying history, complaints, and much more. It will make sure that you pull up data about your client in a moment and offer quick turnarounds on solving problems.
The best e-commerce CRM software you pick for your organization needs to do three main things. Save your valuable time, help deliver a robust customer experience, and bring money into the business.