Top CRM Essentials For Your E-Commerce Business
Effective customer relationship management is a critical part of the overall process of running a viable e-commerce business.
Here, eCommerce CRM software can significantly help your company to organize a lot of internal data as well as customer information to increase the CSAT rate. Furthermore, CRM software also improves collaboration between employees.
As a result, your eCommerce business will be able to offer better customer service.
Service CRM software can help your eCommerce business develop a better understanding of customer needs, retain existing customers, attract new customers, and reduce customer management costs.
Essential CRM Essentials for your eCommerce business
Today’s consumers are well aware of the advanced state of e-commerce technologies and expect their favorite e-commerce platform to use them. For example, consumers are eager to hear updates about their orders immediately after placing any order. In addition, buyers expect to know the stock availability of a specific order or how many people have brought a respective item in the last few days.
Here, CRM coordinates with eCommerce companies to make all these things happen easily. Ultimately, this results in a smoother and more efficient customer experience.
Let’s take a look at some of the essential elements of CRM for your eCommerce business.
Advanced CRM Basics
1. Input Filtering
An eCommerce CRM with a ticket filtering feature can help the eCommerce company’s customer support agents in the process of managing ticket queues.
The ticket filtering feature automatically flags and prioritizes tickets based on keywords used by customers when generating a ticket. These tickets are placed in different folders depending on the type of query, making it easy for agents to resolve them correctly.
The automatic ticket assignment feature filters tickets and assigns them to agents based on their abilities to resolve customer queries in one go.
This formulated ticket allocation strategy results in increased agent productivity and efficiency and also helps the business in the long run.
2. Automatic ticket assignment
The automatic ticket assignment feature assigns filtered tickets and assigns them to agents based on their abilities to resolve customer queries in one go.
This formulated ticket allocation strategy results in increased agent productivity and efficiency and helps the business in the long run.
3. Workflow automation
E-commerce businesses can streamline repetitive tasks and eliminate redundancies by automating their workflow through a CRM system.
By automating workflow, eCommerce businesses can automate email composition, sending follow-up emails, scheduling appointments, creating reporting metrics, and much more.
It also helps you achieve immediate milestones, like increasing your Net Promoter Score (NPS). For example, e-commerce companies can ask customers feedback questions such as: On a scale of 0 to 10, how likely are you to recommend us to your friends?
E-commerce companies that use CRM software to support quality services have experienced higher NPS.
3. Advanced CRM Integrations
Advanced integration enables seamless integration between your eCommerce CRM software and other essential business applications such as online payment gateways, logistics partners, ERP, or any other API.
With advanced CRM integrations, support agents gain access to perform all tasks related to resolving a ticket from within the CRM interface.
4. Knowledge management
Making and sharing business-related information is a major part of any organization. Organizing all the information, from customer-related data to product-related details, can be a challenging and time-consuming task for customer service agents.
With the right CRM capabilities, eCommerce businesses can empower their agents to easily access this information to deliver effective customer service.
This is where the Knowledge Management System or KMS proves to be an important CRM tool for companies all over the world. It is an extremely useful tool that centralizes all the databases needed to resolve customer queries and is easily accessible to agents, promoting faster ticket resolution and reducing average agent handling time.
5. Learning management
With an integrated learning management system, or LMS — CRM software, e-commerce companies can easily monitor the progress of their customer support agents or any other team member.
LMS integration provides a detailed view of agent learning status, tracking their learning progress and job performance, all vital data for improving the workforce while understanding the underlying reasons for issues and knowledge gaps within an organization.
6. Self-service
E-commerce businesses can set up a self-service portal with the help of a smart CRM to create an agent-independent customer service experience.
It enables customers to resolve common queries on their own, rather than relying on direct interaction with a customer service agent, and finally helps multiple customers at the same time.
For example, FAQs and answers developed from repeated queries can help customers find relevant information without the help of any agents. Chatbots integrated with social media platforms or websites can easily replicate human assistance to a higher level and effectively increase customer service.
Why do you need custom eCommerce CRM software for your business?
Custom eCommerce CRM software can collect customer data by integrating with your existing system, such as your eCommerce website. It also helps track customer browsing history to give a 360-degree view of customers.
Effective eCommerce CRM software can analyze your website metrics such as:
Customer click-through rate
Conversion rate
Products most purchased by customers
subscription subscriptions
Benefits of eCommerce CRM Software
In recent years, CRM software has proven to be a huge driving force for eCommerce businesses. It has enabled e-commerce businesses to gain a better understanding of customer needs in order to provide better customer service and increase customer retention.
Mentioned below are some benefits of eCommerce CRM software:
great customer experience
Improved efficiency
customer segmentation
Automated report generation
Save time
customer loyalty
Kapture — The complete service CRM software for your eCommerce business
Many platforms have started to adopt CRM, but not all CRMs can offer an effective and convenient result for their clients. Choosing the right CRM comes down to understanding its capabilities and how it can relate to your unique business model.
It is crucial that your business goals are more customer-centric in order to build a strong bond with your customers.
Understanding their needs and offering personalized services is the best way to delight your customers and improve their experience.
So connect to Kapture, an automated help desk ticketing platform, to fine-tune your CRM and improve your customer retention strategies with its smart tools and solutions.