The Power of CRM for E-Commerce | Saphyte CRM

Saphyte Team

3 min read

Updated: April 27th, 2022

E-commerce is a booming industry nowadays. The growth of the e-commerce industry doesn’t come as a surprise either. Modern customers have little need for the standard brick-and-mortar business; that is why things are shifting into the online realm. 

Everybody is evolving and adapting to the online realm these days – which is a good thing, and surprisingly, customers are happy co-existing online. The online domain is a great avenue to take your business forward. As lockdowns became a new norm, companies and consumers who “went digital” are now increasing as a result providing and purchasing more goods and services online, growing e-commerce’s global retail trade share from 14% in 2019 to about 17% in 2020. 

E-commerce platforms are excellent and suitable for retail or any product-oriented business, but certain aspects of an e-commerce business still need plenty of attention. 

Too Many Bowling Pins to Juggle

Businesses can’t do things all at once, and hiring even more workforce can be counter-efficient for companies. Hiring more staff without putting effort into recognizing your business’s touchpoints is dangerous, especially with the selling climate this 2021, where everything centers on customer service. Remember, hiring more staff doesn’t equate to efficiency. 

Efficiency starts with knowing what makes your customers tick and how your business can meet customer demand. Here are some of the business aspects that e-commerce businesses have to deal with daily. 

• Customer information
• Order History
• Delivery or Shipment Sync
• Invoice and Credit Memo
• Customer Queries and Issues
• Abandoned Cart

Putting all these aspects together in a single shift can be too much for a single employee. Even putting too many people to do a single task can become complicated and counter-productive. 

The Power CRM Holds for E-Commerce Businesses

Many brands and businesses have failed to realize the potential value of integrating a CRM for their e-commerce business. Yes, in most cases, eCommerce APIs are well developed and documented. However, most of the time, e-commerce businesses may need a CRM integrated into their platform to manage customer information further. 

When business owners integrate e-commerce platforms with customer relationship management (CRM) software, they have a centralized space to keep and manage client information and widen the scope of their marketing and after-sales activities. So what are the benefits of CRM integration?

Improved Marketing and Promotion

It’ll be easier to tap into your marketing and promotion activities when you have a space to keep, manage, and secure customer information. You can showcase targeted and personalized emails and promotions that directly affect your online shop’s overall performance. 

Improve Sales Team Performance

Any e-commerce store that uses customer service can profit from CRM integration. With access to client information, including order history, payments, and even products seen, their store can upsell or strategically pitch products unquestionably and more viably. Integrating a CRM can also help minimize the workload of their salesperson and mainly focus on the most important – the customer. 

Drive Services After Sale

Perhaps the best benefit of CRM integration for e-commerce is the open door. The integration gives your business to address customer concerns before they turn into actual issues. Issues from order, stock shortages, and product information can be taken care of significantly more rapidly and accurately by sales agents who comprehend the conduct of their clients.

Improve Email Marketing

A great CRM platform allows businesses to automate their email marketing campaigns while sending a customized understanding of each lead or prospect – as per recently collected requests. In return, each prospect gets their very own summary of products or administrations they are generally intrigued by. When you offer personalized services, this will undoubtedly influence your sales deals, and you’re most likely less to crash and burn.

Prevent Lost Sales Follow up on an abandoned cart

Most CRM platforms have an automated notification, or customer emailers can be defined within the CRM to go to your customers. You can use this to send an automated email to customers who abandoned their cart and give them a nudge if they’re ready to make a purchase. You can also set up an automated email to your customers who have set up a price watch for a specific product. 

Limits Losses and Costs

With the help of a CRM system integration, your e-commerce store is less likely to encounter issues because of human and data-entry errors. These errors may look harmless in hindsight but can also affect deals and client conversions.

Helps your Business Strategize

CRM systems are well-equipped with report and business analytics features, which in turn can help you diagnose and address current issues in your business. Reporting features can also help you forecast sales better for the next quarter since you’ll be fed with information from your previous interactions. The information that you can derive from the reports, in turn, can help you strategize and keep things running for the next sales period. 

Conclusion

The e-commerce business might be a booming industry, but there is still plenty of room to improve and evolve. And improving and evolving your business comes with a high cost if not handled correctly. That is why your e-commerce business needs a CRM integration that grows and scales with your business processes. 

With your present and future CRM integration needs, you may want to check Saphyte out. 

Saphyte is a UAE homegrown business operating out of Dubai. Currently, Saphyte is helping hundreds of local companies in and out of Dubai to drive digital transformation through local support, zero implementation fees, competitive subscription models, and an advanced SaaS CRM ecosystem technology. 

Feeling like this is your chance to take your e-commerce CRM integration to the next level? Book a demo with us today, or start your free trial now! Reach for a new possibility and unlock your e-commerce business’s potential with Saphyte today!