Freshworks has launched a unified CRM system – Freshworks CRM for e-commerce – to enhance online buying journeys.
The CRM – which connects the marketing, sales, and support functions – collates data to provide a complete view of the customer journey. It also equips digital retailers with the tools to communicate with customers through digital channels such as email, SMS, WhatsApp, and chat.
In addition, businesses may integrate bots – thanks to its cloud foundation – to proactively engage customers through these channels and seize further sales opportunities.
The release of a CRM with these capabilities enables an integrated digital strategy, which blurs the line between customer service and e-commerce.
Indeed, companies may address fragmented buying and service experiences, which often result from the conventional “add and integrate” approach to CRM software.
Discussing the value of such a unified solution further, Prakash Ramamurthy, Chief Product Officer at Freshworks, added:
Our first solution with a unified data model, Freshworks CRM for e-commerce, was built to help local businesses act on a complete view of the customer so they never have to do things they hate -like repeating order information or wading through irrelevant products and promotional emails.
Another feature of the CRM solution includes the ability to run segmented marketing campaigns based on the purchasing behaviours of customers, as stored within their customer profiles.
Also, the system offers many metrics that allow companies to track pain points in digital experiences and trends in customer revenue.
Early adopter, Dr Renita Rajan, Managing Partner at The Lip Balm Company, enjoyed these benefits, stating:
With Freshworks CRM, we can now deliver a personalized and delightful experience. Engaging our customers with context, turning visitors into sales, and keeping customers happy with exceptional customer support is helping our business grow.
Thanks to its modular design, future adopters may take a more incremental approach. As such, they can start with only the marketing solution before adding support, or vice versa. CX teams may also add channels and bots when it suits them.
Taking such an innovative approach across all their platforms paved the way for Freshworks to be named a “visionary” in the 2021 Gartner Magic Quadrant for CRM.
This latest solution with their broad portfolio is now available directly from Freshworks and on the Shopify App Store.