Today, the concept of shopping has changed drastically. More and more people shop at online retail stores. This can be for a number of reasons, such as the convenience of buying things from home, saving valuable time, offering free shipping, providing an easy way for customers to compare prices between various online retailers, presenting customers with more affordable product prices. low when compared to the products available in the physical store, and much more.
Have you ever bought any product in an e-commerce store? How often do you shop? What are your shopping experiences? Are you delivering the products on time? How is the quality of the product? Alright? Does your retail store offer customer support services? Are they quickly resolving your post-purchase complaints and issues? At some point, every customer shopping at an eCommerce store will come across one of these questions.
However, in this technology-driven age, the eCommerce industry is booming and growing rapidly. There are several industries that are coming up with online retail store ideas to attract a new stream of digital customers to their businesses. But how can your business attract customers online without having a proper strategy?
Use customer relationship management (CRM) software to streamline all your online business activities, deliver high-quality, personalized customer experiences, and effectively manage your retail customer relationship.
Here are the top benefits for your eCommerce store if you invest in a CRM solution today:
1. Automata Repeated Workflows
Previously, sellers used to waste their valuable time sending follow-up emails to customers instead of focusing on their core sales operations: selling. Now, you can use the CRM system to automate repeated workflows like sending follow-up emails as well as tracking buyer online activities.
For example: Your customer has recently purchased a smartphone from your store. Immediately after purchase you can use the CRM system to send an individualized thank you email. After a week, you can use your CRM solution to automatically send a list of smartphone accessory proposals to your recent smartphone buyer. In addition, you can define an alert system focused on customers who leave your online store without buying anything. Use the CRM system to track the activities of your lost customers, monitor the interested products and the browsing history of your lost customers to send them the relevant products with discount prices.
two. Understand the needs of online customers
In this highly competitive business environment, it is imperative that companies have a complete picture of their customers. Use the CRM system to automatically track and monitor needs, interests, likes, preferences, age, income, demographics, past communications, purchase history, etc. of your web clients. The system then records all customer analytics in the centralized CRM database. This analysis, along with up-to-date records for each customer, will help your marketing, customer service, and sales team improve productivity and increase efficiency. Additionally, tracking your customers’ online social media activities will allow you to take note of your current customers’ buying needs and preferences.
3. Drive positive customer experiences
CRM is an invaluable tool for online retail stores to keep track of their lost customers, detect and prevent fraudulent transactions, and provide an easy checkout process. It will help you by providing the right information to your online shoppers. For example, if one of your online customers has asked you the question “Where is the current status of my order?”
Then you can use the CRM system to give your customer an immediate response. In the CRM software, you can intuitively track order status as well as complete search history of your customers. The data obtained from your CRM system will help you provide accurate status information, which can “wow” your customers and foster an overall positive customer experience.
An eCommerce CRM system helps businesses by making daily tasks easier, increasing visibility of the sales process, establishing more personalized shopping experiences, and driving more sales. Effectively use cloud-based CRM system solutions to generate maximum profits for your online retail store.
