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October 17, 2016 Business Technologies

OroCRM – Enhancing the Customer eCommerce User Experience

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By Sonja Fridell

OroCRM – Enhancing the Customer eCommerce User Experience

OroCRM – Enhancing the Customer eCommerce User Experience Why is This Important?

Customer service can have a huge impact on your profitability

1. 68% of customers who leave do so because they are not satisfied with the overall experience. 
2. Acquiring a new customer costs six to seven times more than doing business with an existing customer.

Consumers demand very high customer service and businesses are recognizing the shift of power from the seller to the buyer. In order to manage your customer’s, the high expectations, your customer service teams need to leverage CRM to build long-lasting relationships and deliver exceptional customer experiences.

What: OroCRM – eCommerce Has a CRM?
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Here’s how:

  1. Collect customer data and keep in touch
  2. Standardize processes for resolving cases
  3. Collect customer tickets and provide quick responses
  4. Reward loyal customers

1. Collect customer data and keep in touch

The best CRM systems are an effective tool for gathering and organizing customer data from multiple touchpoints, and allow businesses to create more personal connections with their customers. Most CRM systems allow businesses to track and manage customer contact information, communications, purchase behavior, billing information, and more. Customer service representatives can use this data to gain a deeper understanding of who their customers are, what they like, and what will incentivize them to purchase, allowing them to personalize their communications to provide the right message to the right customer at the right time.

Customer service reps can also use CRM data to simply keep in touch with customers and let them know they are important. 80% of your sales likely come from 20% of your customers, so it is crucial to keep them engaged and happy so that they will want to spend more and refer your business to other potential customers. Merchants can do this by updating shoppers on company news, announcing sales and special offers, and even asking for feedback.

2. Standardize processes for resolving cases

With a CRM, customer service representatives can create workflows to standardize their best practices for resolving cases and effectively collaborating with other divisions of the company. They can also use the email automation functionality to set up a corporate mailbox for support requests and automatically generate Cases. Businesses handle a large amount of communications per day, so this allows support teams to more efficiently handle incoming customer requests, create proper replies for different types of customer emails, and automatically turn requests and support tickets into Cases. With these processes set in place, customer service teams can increase productivity and spend more time nurturing customers and incentivizing them to buy more.

3. Collect customer tickets and provide quick responses

Businesses can integrate their CRM with customer service platforms, such as Zendesk, allowing reps to collect customer service tickets into customer account records. This enables customer service agents to provide faster and better support and easily flag issues by prioritizing support efforts based on the customer, the urgency of the issue, and the impact it might have on their business. Additionally, with a CRM, reps can further personalize the support experience by using video conferences and screen sharing options to visually walk customers through the issues they are facing. With the right strategy in place, customer support teams can efficiently tackle customer issues and effectively turn potentially difficult interactions into delightful customer experiences.

4. Reward loyal customers

A good loyalty program has the power to transform your business. With the competition getting stronger, it is important to reward customers for choosing your brand and to keep them coming back. Businesses can use a CRM to see which customers are top customers based on how recently they purchased, how often they purchase, and how much they spend when they purchase, (i.e. RFM analysis). They can then reward these top customers with points, giveaways, and other concessions to show the customer they are valued.

CRM helps businesses obtain better insights so that they can make the right decisions for their customers. With the ability to track how your business is performing and how your customers are interacting with your brand, businesses can boost their approach to customer service and provide personalized customer experiences that keep their shoppers coming back.

With OroCRM you are able to track all of these issues and find ways to ensure your customers are happy.

OroCRM lets you capture data from every customer interaction, including products viewed, email responses, support tickets, and more. With this at your fingertips you will be able to work directly with your customers to understand specifically there painpoint and reach out to help and or close the deal.

OroCRM gives you complete control over the way you manage your customers. Comprehensive but easy-to-use interface, you can view and manage all of your accounts, customer interactions, and information in one place. OroCRM will also automatically sync and update customer profiles, merge accounts, and associate customer information across multiple channels, meaning you’ll never have to deal with duplicate information again.

Capturing and nurturing prospects through your sales process, converts leads, and closing opportunities are some of the most important activities for productive sales and marketing teams. OroCRM’s leads and opportunities management tools help you gather detailed information across all stages of the sales funnel.

OroCRM’s dashboard drives strategic actions by giving you a comprehensive level of insight into your business performance and KPIs. Include any chart and data points you want to monitor, as well as perform segmented campaigns, increase email marketing conversions, and close more opportunities by configuring the dashboard according to your business’ specific needs.

What: OroCRM – eCommerce Has a CRM?
Register for the Webinar: “ OroCRM – eCommerce Has a CRM?
Register For The Webinar

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author bio

Sonja Fridell

Sonja is very active in architecting CRM, ERP and marketing automation solutions for clients across North America. As an ex-journalist, she is adept at exploring a client’s needs and coming up with cutting edge, elegant solutions that fit, drive adoption, and create real results.

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