E-commerce management software can help you to manage customers and secure sales. Know how to increase online sales with CRM software in e-commerce.

1. APPLICATION OF CRM SOFTWARE IN E-
COMMERCE: INCREASE SALES WITH BETTER
CUSTOMER MANAGEMENT
If you are in E-commerce business, achieving higher traffic and more purchases are likely to be
your primary objective. 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.
The market transformed dramatically in the past decades. 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 goes into making price and product comparisons
you’re your competitors.
So, the competition is on the pick. Customers are positioned to decide which company will
thrive and which one will bite the dust in the market melee.
A CRM software recognizes customers as a significant asset of the company and maintaining
strong customer relationship should be the fundamental course for any business.

2. Measure all the incoming Data to understand your customer
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.

3. 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.

4. 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.

5. 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.
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.

6. Meanwhile, the CRM is also not a closed and fixed system. It needs to be constantly reformed
and developed to meet current and future business requirements.
Kapture CRM offers a comprehensive process automation platform that caters to your online
business requirements. Try Kapture free CRM trail. For any query and information, contact
at +91 7899887755 or sales@kapturecrm.com.