Ecommerce CRM software
A good CRM offers ecommerce businesses many benefits. Online you have more customer data, and because you do not see the customer, it is important to match or exceed expectations. To collect and use the right data, various CRM tools are available for online stores. Below is an overview of software and their pros and cons.
Store customer data in one secure place
CRM stands for customer relationship management. It combines and personalizes all communication between you and your customer. This includes purchase history, order behavior, and payment preferences, but also additional data such as browsing behavior or personal interactions.
The software makes it easy to collect more customer data that improves the relationship, and store it as securely as possible. With the right data, you communicate faster, more proactively, and more targeted, without spending more time.
CRM = customer relationship management
CRM software for ecommerce
Examples of CRM providers used by online retailers include:
With HubSpot’s free CRM system, you manage all customer conversations across email, phone, and social media. Optimize emails and landing pages with A/B tests. The free solution integrates with both Gmail and Outlook.
- rated as a top solution by the editorial team
- inbox that combines chat, email, and social media
- free basic version with multiple users
- marketing, sales, and service features
- popular among small and growing companies
- personalize your website with tracking features
CRM designed for B2C businesses with email, SMS, reviews, and push notifications. Combine all your customer data in one system to gain faster insights. Use AI to personalize campaigns, improve conversion, and increase repeat purchases.
- popular among retailers and brands
- smart email and SMS campaigns
- includes review functionality
- focused on higher customer loyalty
- free mobile push notifications
- AI-driven personalization
Comprehensive suite of business software that integrates CRM, email, project management, invoicing, and more. The free tool supports up to 3 users and lets you organize contacts, manage sales activities, add notes, create tasks, qualify leads, and track deals.
- 100+ million users worldwide
- workflows for tasks, emails, and follow-ups
- many integrations and an open API
- ISO 27001 certification
- based in India
Marketing platform for ecommerce. Send email, SMS, and push messages from one system. It offers automated flows such as abandoned cart and welcome series. It integrates with Shopify and WooCommerce and provides segmentation and revenue based reporting.
- more than 100,000 users worldwide
- segmentation on purchase behavior and order value
- pre built templates for a fast start
- scalable for both small and larger online stores
- free plan up to 500 emails per month
- headquartered in London, United Kingdom
Marketing platform for email, SMS, automation, and basic CRM. You manage contacts, create segments, build automated workflows, and send campaigns from one dashboard. Suitable for small and medium sized businesses that send newsletters and want to strengthen them with marketing automation solutions.
- basic CRM for contact and lead management
- email templates for A/B testing
- marketing automation with visual workflows
- segmentation based on behavior, interests, and data
- real time statistics: opens, clicks, conversions
- based in Paris, France
CRM saves time and makes your business more personal
Offline, CRM is often used to estimate customer value. In ecommerce, it is mainly about delivering the best experience.
CRM helps by reducing search time and making the relationship more personal. You know preferences and can use them both automatically and manually.
It also helps improve your online store and marketing. You quickly see which channels bring visitors but no orders, or where there are opportunities for cross selling or upselling.
Online vs offline
In a physical store, a salesperson can give targeted advice by asking the right questions. Conversion is often higher offline. A salesperson can also judge quickly if a customer is misusing services such as returns, or has a valid reason.
This makes it easier offline to deliver the right customer service. By asking additional questions, you keep control of the situation. A downside is that much knowledge is lost after each purchase. Online, decisions rely on collected data, but you can store that data more easily.
Good customer software supports this. A salesperson does not remember which items were tried on, what feedback was given, or how the customer reacted to price or style. With the right order history, notes, and data, you can offer faster and sometimes automated personal service online.
In a store, a salesperson can give targeted advice. With the right data, you can do the same online.
CRM useful for customer service
The main reason to use a CRM is often to support customer service with extra information. During a contact moment, you know whether to recommend an additional product or not. A new customer service agent does not know this right away, but CRM solves this.
With CRM, every employee sees all relevant customer data during each interaction, whether by email, chat, or phone. This leads to better decisions, for example whether a return is within the allowed period or whether the customer qualifies for certain service.
