Ecommerce businesses have a specific set of requirements when it comes to CRM Solutions. For starters the shop itself must connect properly with the CRM and you also need this working seamlessly as a customer service tool. There are many quick wins if you have the correct CRM solution in place.
DATA CAPTURE
When it comes to CRM solutions for ecommerce stores, the starting point is capturing a browser's email address. Capturing the email extends the value of the marketing spent attracting the visitor to your website. Once you have the email address we can understand their behaviour and entice them to purchase with offers and promotions. Having simple automations like a welcome series, abandoned cart or abandoned browse bring additional revenue while you sleep. Taking the buying behaviour further we can offer machine learning to understand and predict behaviour offering tailored offers to very specific segments.
OPTIMISING MARKETING SPEND
So often customers spend on pay per click or social media advertising to acquire customers but then don't maximise that spend by capturing email addresses. By using a fully integrated CRM solution which connects to your store this will increase the return on your investment. We are able to track the user and start to understand when they are likely to purchase. Targeting users with relevant and timely communications is much cheaper than relying on advertising alone. Return on Investment is estimated at $45 per $1 spent in the ecommerce industry (Litmus 2020) if you have an expert in your corner running A/B tests, dynamic content and presend testing can boost this even higher.
ONBOARDING CUSTOMERS
Once a customer has bought your product or services, you can trigger workflows to welcome them to their purchase. From building anticipation around the delivery, to providing timely answers to the typical questions they need answers to. This is how you delight customers and create advocacy. All of which further extend the return on your investment you originally made to acquire the customer.
CUSTOMER SERVICE
After the onboarding period is over, you will inevitably have a need to provide customer service. This can be a complicated business with so many channels a user can contact your business. Seeing this information in one place, connected to your CRM so you can see all the communications and purchases. Being on top of AI and how this can benefit your customers is a key component too.
If you work with Bright Dials you’re in very capable, knowledgeable hands, no task is too big or too small.
EMILIE LASHMAR
Creative Director, PLATF9RM
Our project had alot of interdependencies whichmadethis very complicated.Bright Dials made surethe project was well scoped and managed,making the project work smoothly.
Rosie Ashman
Digital Marketing Manager, Plus X Innovation
Our CRM systems have hugely improved since 2022; something we could not do ourselves.
It’s been great working with Bright Dials.
Rosie Ashman
Digital Marketing Manager, Plus X Innovation
We have an ongoing relationship to grow and improve our processes and marketing, having a retainer is right for this.
EMILIE LASHMAR
Creative Director, PLATF9RM
WE NEVER TAKE A ONE-SIZE-FITS-ALL APPROACH BECAUSE EVERY BUSINESS IS DIFFERENT.
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