So, you’re here to understand how CRM e-commerce integration works.
Or you’re looking for a CRM that can be easily integrated with your e-commerce platform.
Well, whichever of the above reasons brought you here, you’ve come to the right place.
E-commerce is a fast-moving space. To keep up, you constantly need to adapt to changing customer preferences and act on time. If there’s a delay in any process (often caused by disconnected platforms and manual work), it can set you back.
That’s why, if you wish to improve your ecommerce business, implementing CRM surely is the right call, as it gives you many opportunities to streamline operations and stay ahead.
In this blog, we’ll break it all down — challenges, benefits, a step-by-step integration guide and what to keep in mind when picking a CRM. Let’s first see how a CRM integrates with e-commerce.
In simple terms, it’s the process of connecting your e-commerce platforms or marketplaces with a customer relationship management crm so they can share data and work together.
This integration is important as it provides centralised control and helps you improve the overall customer experience. For example, if you use Shopify or Indiamart, you can integrate it with CRM software to manage leads, orders and payments all from one place. Not just that, you can also manage and analyse marketing campaigns and track the sales pipeline. This way, you can better understand your customers, create personalised experiences and ultimately boost customer loyalty.
Integrating CRM with an e-commerce platform is a smart move. It helps businesses stay ahead in today’s competitive market. Without this integration, several challenges may show up. Let’s take a look at some of the common ones:
This is one of those everyday challenges that often gets ignored. Having data all over the place, like on your ecommerce platforms, payment apps, communication channels and spreadsheets. It might not seem like a major issue at first. Still, over time, it causes inefficiencies that can waste both your time and opportunities.
Handling a large number of orders or customer enquiries is not easy, especially when your team is tracking all this information manually. They switch between multiple platforms and as a result, they struggle to manage customer data properly and take timely follow-ups. Not just that, managers end up spending hours analysing campaign performance and compiling reports from multiple tools.
What happens when there are no real-time updates? Time gets wasted chasing updates from each other — one team member says the order is dispatched, but another says it’s still being processed. Customers end up getting late responses or outdated and incorrect information, which erodes their trust.
When platforms are not connected, you can’t properly track the sales pipeline or see past interactions or touchpoints. You can’t tell which channel, campaign or sales activity is driving conversions. It’s hard to personalise messages and the overall customer experience.
Let’s look at the 7 key benefits of integrating CRM into your e-commerce business:
When you integrate CRM, all your lead and customer data — like contact details, order history, payment status and enquiries — gets stored in one place. This means your team no longer has to juggle between your e-commerce stores, WhatsApp chats and payment gateways just to figure out who the customer is and what they’ve bought or asked about.
With centralised data, you get a better understanding of customer behaviour and preferences. These insights will help you personalise communication, take timely follow-ups, give more accurate answers and offer a consistent experience.
In action, this could look like sending a discount alert for the product that’s still in the cart or picking up right where the last conversation left off, whether it’s a WhatsApp ping or an email query. All of this leads to better service and higher chances of repeat purchases.
Related read: How a CRM helps meet customer expectations
Without CRM, workflows are mostly disorganised. But, with CRM, customer interactions from all platforms (calls, WhatsApp, SMS and email) get pulled into one place. As a result, you get to manage every part of the sales process and have seamless workflows.
The advantage of CRM integration is that it also helps you better align your sales and marketing activities. By leveraging CRM data, you can create better customer segmentation. This is very helpful in running targeted marketing campaigns and identifying upsell opportunities, thereby increasing your sales.
Making informed decisions that drive growth becomes easier when you have all the necessary information at your fingertips. This is possible with CRM. You can get complete customer profiles and real-time insights into sales performance, customer preferences and trends.
Isn’t it better when your team is using their time more for strategic activities rather than getting bogged down in repetitive work?
With CRM integration, you can achieve this, as it automates repetitive tasks like follow-ups, data entry, order and payment tracking and sending reminders.
Customer needs and behaviour are never fixed; they constantly change from time to time. That’s why for businesses, it becomes crucial to identify these trends and adapt to them. When you know exactly what your customers want, you will be able to increase your sales. Integrating CRM with your ecommerce platform helps with this. How?
And finally, use these insights to, let’s say, send a tailored WhatsApp message or email with a similar product recommendation they might like.
In this section, we’ll guide you on how to integrate CRM with your e-commerce platform in 5 steps.
Just so you know, these steps are meant to be a general guide that we believe will help most of you to get started with CRM integration in your e-commerce business. Also, the exact process might vary slightly depending on your company’s setup, platforms and other factors.
For successful integration, you’ll need to find a reliable software vendor who not only has technical proficiency but also understands e-commerce workflows and business needs very well.
While searching, focus on vendors that deliver end-to-end solutions and have a track record of helping e-commerce businesses. Also, pay attention to client feedback and their ability to adapt to your specific workflows.
There are usually 3 common ways to integrate CRM with e-commerce platforms, each with its own advantages depending on your business requirements and technical capacity.
Some CRMs and e-commerce platforms offer ready-made plugins or apps that connect directly with each other. This type of integration is quick and easy but may offer limited customisation.
These are middleware tools like Pabbly Connect or Zapier that link your e-commerce store with a CRM. This type of integration allows you to set up automations like:
This involves developers writing custom code to connect systems. It’s useful when you’re doing something very unique or need complex workflows.
Which one should you choose? If you’re a small or medium-sized business without complex workflows, we suggest going with native or third-party tool integrations, as they will be more than sufficient for your business needs.
Before you start the integration process, it’s important to map how data will flow between your e-commerce platform and CRM software. Check which data needs to be synced — customer/lead info, order details, payment status, communication history, campaign source, etc.
Mapping out data in this way ensures there’s minimal manual work and sync issues. Plus, it simplifies future automation, enhancing the overall effectiveness of your CRM integration.
Identify all the routine and repetitive tasks and see if you can automate them to save time and effort.
For example, you can set automation tasks for events like order shipped, abandoned cart or payment failed. You can also automate actions such as sending follow-up messages, assigning leads to specific team members or sending internal notifications based on customer behaviour.
Make sure you provide proper training to all teams involved (sales, marketing, operations, support) so they get a good understanding of how the integrated systems work and what they’re capable of. Explain to them how data flows between systems, what new workflows and automation are in place and what they can expect out of it, such as complete customer profiles, insights for targeted campaigns and more.
Also, test the integration thoroughly for smoother business operations. For example, you can create test orders or demo customers to see if data is syncing correctly. Keep an eye on overall system performance during testing so you can fine-tune workflows or fix issues if needed before going fully live.
The main goal of all CRM systems is to enable businesses to build and maintain strong relationships with customers. Now, when you have to pick a CRM for your ecommerce business, there are some factors that you’ll need to consider. Let’s first, take a look at the different type of CRMs:
Types of CRM: Various types of CRM solutions are available in the market and they all serve different business needs.
Some other factors that you must consider when selecting CRM for your ecommerce business
So we’ve covered what to look for in a CRM — now you’re probably thinking: What’s the best CRM for e-commerce? One that checks all the right boxes and can fit your business needs.
Well, one option worth considering is Telecrm. It’s specifically designed for sales-focused businesses, especially those in e-commerce, to manage customers/leads, streamline processes and boost customer loyalty. It supports integration with platforms like Shopify, WooCommerce and Razorpay. It also works effortlessly with Pabbly Connect to link with even more platforms.
Once integrated, Telecrm helps you take control through automation, insights and end-to-end visibility:
Your business deserves better systems. Don’t overthink it. Take action today and explore Telecrm for your business.
Related read: CRM automation for SMBs
Integrating customer relationship management software with your e-commerce business is the right call if you want to improve your customers’ shopping experience and build a lasting relationship. You get complete visibility, from campaign to conversion. Moreover, whether you are just starting out or planning to scale, now’s the time to unify your workflows.
And as we mentioned earlier, it’s best to go for a CRM that’s designed specifically for e-commerce and known to be reliable and trusted by other businesses, like Telecrm. It’s user-friendly, affordable and offers customisable features and powerful marketing automation capabilities. Curious to see how it can transform your e-commerce business?
Book a demo today and see for yourself.
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