Businesses looking to gain a competitive advantage should consider implementing a CRM management system. Ecommerce website owners have a variety of different platforms to choose from, so it would be prudent to learn the different features that are being offered in these newer systems. With reports showing a myriad of benefits that ecommerce CRM software can offer to online retailers, it’s never a bad idea to consider your options and the advantages that you gain by integrating modern software to give you that competitive edge.
Common Features Found in Most CRM Platforms
- Email Handling and Marketing: This package will give you the ability to send and receive emails from within the actual CRM. Without this application, the ecommerce website owner would need to log into a different website portal just to check their mail. By having the communications centralized it will help avoid having messages slip through the cracks.
Another great feature associated with this software is that you will have the ability to send out emails to all of your customers with a single click of a button. Whenever you have an upcoming promotion or want to make your customers aware of something you can use this module. Since everything is managed from within the CRM, you don’t have to spend time moving back and forth between other applications.
- Tracking Customer Activity: Whenever a person visits your website, the CRM will note the amount of time the person is spending on your site, what they are clicking on and whether they’ve made a purchase. If you notice that you have a significant number of visitors but you are not getting sales, it could be a sign that you have a bottleneck. When you identify these bottlenecks, you can then take proactive steps to correct the problem before it worsens. Without the CRM, you would not be aware of the problem until it was too late.
- Customer Support: With this application, you will be able to receive customer support tickets from within the CRM. This module lets the customer send the customer support request from within the website. Depending on the application you select, you may be able to utilize a live chat/call function on the website via the CRM.
These enhanced customer support features give you a chance to meet the needs of your customers while also giving you the ability to cross sell various products and services. This cross-selling feature will really help boost your bottom line.
Ecommerce website owners really need to select the right CRM management system and implement it as soon as possible if they want to generate additional sales and gain market share. Before you choose a provider, make sure you read reviews from reputed services so you can learn more about the pros and cons of each solution. Many offer a complimentary trial usage period, so you can use it before you buy it, and determine whether or not the solution is a good fit for your business model.