CRM Software for E-Commerce: Let’s talk about online customer service

Home > Industry > E Commerce > CRM Software for E-Commerce: Let’s talk about online customer service

CRM software in e-commerce

Today, the e-commerce business is tough and complicated. In this situation, you should start to wonder.

Is e-commerce CRM solution really a game-changer?

If you are in E-commerce business, your primary objective should be to achieve higher traffic and more purchases. And, this is more than enough to make your head spin. Besides, you have to deal with thousands of issues related to shipping, delivery, product return, customer queries, product disputes, so on and so forth.

In this place, an ecommerce CRM software enables you to effectively manage these different responsibilities and eliminate margins of error at the same time.

The customer expectation has increased dramatically in the past decade. We are now in the power era of consumers. Today customers have hundreds of options available online. 36% of online customers spend more than 30 minutes deliberating before a purchase.

You can reasonably assume that this time is spent at making comparisons about your product and price with your competitors. Considering this, the customers are positioned to decide which company will thrive and which one will bite the dust in the market melee.

What’s the role of an E-commerce CRM software?

A CRM software helps you build and maintain strong customer relationships. It enables you to manage your customer orders as well as respond to your customer enquiries. This enables you to recognize and treat your customers as the most significant asset of your online business.

e-commerce management software

Now lets see how an e-commerce CRM software helps you improve your online business operations.

Manage omnichannel conversations

Today, the customer can prefer to carry-out a conversation through any of the number of online-offline channels.

For example, a customer is more likely to raise a query at your facebook wall than more traditional mediums such as email or phone call.

An e-commerce enterprise is more likely to have customer conversations through these different channels.

  1. Facebook wall posts
  2. Facebook chat
  3. Twitter
  4. Website chat

As an e-commerce enterprise, you should be able to entertain and support these diverse means of inbound customer interaction channels. You also bound to handle live conversations with your customers.

An e-commerce helpdesk software needs to combine all these different inbound channels.

Further, this will help you increase the quality of customer interactions and provide more value to the customers.

By this way, the e-commerce helpdesk software can decidely play an important role in your overall customer experience.

Automate capturing data to understand your customers

By integrating a CRM platform, you can record and structure all sources of customer information. This includes purchase history, preferences, geography etc.

An E-commerce CRM can help you maintain this dynamic data that relates to all consumers. This includes address, phone numbers, purchases, delivery data, and mode of payment, refunds and many others. A CRM makes it easy to reply over any customer queries on shipping, delivery and product return.

CRM can greatly improve your efforts to manage customer data, once they have signed up, ordered, or bought from the site. With solutions like notifications, discount alerts, and updates for order tracking and shipping – you can see how bulk text messaging has a place in the CRM system.

It’s possible to record all the updates of interaction with customers. So, the customer service executives can track the enquiry or instantly catch up with any customer communication.

Measure and improve the NPS score

Most businesses measure their website popularity through a metric known as NPS or net promoter score. The NPS score is one of the most critical metrics when it comes to measuring customer satisfaction and referrals.

rating-01A helpdesk software will help you automate measuring and recording the NPS after each customer interaction. By this means, you can aggregate the NPS scores across all the different customer interactions.

This will help you make informed decisions to gain a higher NPS score and derive better customer satisfaction.

Build and improve on customer segmentation

A successful e-commerce business needs to build an in-depth understanding of its customers. This is achieved through smart customer segmentation.

Well, let me explain.

For a running business, all its customers aren’t alike. In order to understand customers, the business needs to build segments of its customers.

As we saw earlier, an e-commerce CRM software helps you automate storing information about the previous customer interactions and conversations. This will allow you to build informed segments of your customer.

leverage different shopping channels through easy API integrations

If you are an e-commerce seller, you might be already aware that the online ecosystem offers a number of selling opportunities. You can have a dedicated shopify stores and a normal wordpress-built shopping website. Other than that, you might try to utilize the visibility through facebook shops or Google micro website.

Having to acquire and manage orders through these different shopping channels can quickly turn into a headache.

An e-commerce CRM solution lets you integrate multiple shopping carts within a single CRM solution.


This helps you accelerate and streamline your overall order management within a single platform.

Live Chat Facility with CRM Software

Sometimes product descriptions are not enough to convince the customer to make a purchase. 57% of the visitors reported abandoning a site due to lack of information. While 88% of customers said that a live chat facility made their digital experience better.

A live chat option helps you harness the initial interest into a definite purchase. This includes instant response to customer queries and thus reduce exit rate of traffic. You will also be able to make more appeasing product suggestions to the target audience.

Personalized Offers Based on Buying History

Now, what is personalization? People generally use this term while giving people a customized shopping experience based on their buying behavior, interest zone, demographics and psychographics.

CRM software helps you gather valuable information about customers’ buying history, so that you can understand their interest areas. By tracking the purchasing pattern, the source through which they entered and how many time they have entered, you can offer shoppers personalized discounts, suggestions and deals.

online customer management system

For example, consider that you have a grocery shopper, who frequently purchases fruits. By segmenting a personalized email that advertises new stocks or product discounts, you can instantly increase the response rates.

Similarly, you can suggest new released thriller books by sending personalized mail to a thriller lover. An online book store can advertise a personalized discount on Dan Brown’s Angels and Demons, which could potentially inspire him/her to make the purchase.

If you know a repeat visitor has checked a particular product/service, you can entice further action by presenting a voucher or discount coupon to enhance loyalty.

According to a survey conducted by Experian, 61% of brands are now using personalized esperience to build customer loyalty.

Initiate After-sales Customer Engagement

Customer retention is a vital component of after sales service. With all the required information available on your fingertips, you can provide better service after sales. You can now not only address shopper concerns regarding orders, product information and inventory, but also increase sales by recommending products to your customers.

how to increase online sales

Increase Sales Opportunities and Maximize Revenue

A CRM benefits you by creating dynamic online catalog and initiating direct customer interaction. Let’s see how Customer Relationship Management software helps to reinforce online sales –

  • It simplifies the way of updating new products, models, prices, description, discounts and offers.
  • It leverages cross- selling promotions and up- selling opportunities.
  • Search faction enables visitors to search and find what they want – allows them to view products with certain features, like color, size, style and model.
  • It helps to increase loyalty that strengthens long term relationships with customers.
  • It provides a convenient platform to interact with customer, resolve their queries, take their feedback and finally, gain their confidence.

CRM helps to reinforce online sales

Conclusion :-

In a competitive E-commerce market, a CRM software could be your data goldmine. By collecting all feasible customer data, you can create a 360 degree view of your prospects and customers. This will give you the insight to increase your future sales opportunities. In the other hand, better communication and excellent customer support ensures better buyer incentives and long-term customer relationships. This also increases the probability of acquiring more first time customers.

At Kapture CRM, we provide custom-built e-commerce CRM solution that helps you leverage the maximum out of your existing traffic and online presence. The comprehensive process automation platform that caters to your online business requirements. For any query and information, contact at +91 7899887755 or

Free CRM Trail Banner


Kapture CRM
This is the admin. Find Us on Facebook, Google Plus, Youtube and Twitter,
More articles by: Kapture CRM

Leave a Reply

Your email address will not be published. Required fields are marked *


Feel free to ask
We don'tchildren() bite
Latest news About CRM


  • Run your business from the palm of your hands
  • Have precise control over your sales activities
  • Provide continuous support after each product sale