E-commerce is a rapidly growing industry. While the convenience of online shopping has attracted more and more revenue in recent years, independent eCommerce store owners need help to keep up with eCommerce giants like Amazon. These giants dictate the game with their deep pockets, which allows them to provide 24*7 customer support, a highly personalized experience, and post-purchase care. So can your eCommerce business compete with these giants?
The right eCommerce tools and platforms:
eCommerce marketing plays an essential role in the eCommerce industry. As the eCommerce store scales, it becomes crucial to employ the right software to automate your promotional tactics to drive traffic to your eCommerce store and retain those customers through post-purchase campaigns.
Customer service is the backbone of eCommerce growth. Your customer service should aim to unburden your team while helping you streamline customer service. Learn More on Ecommerce Customer Service
Social currency is significant in establishing legitimacy in a sea of options online. Your review management software should help you leverage customer feedback to attract more customers. With loyalty and subscription programs, you can ensure customer loyalty.
Related Read: Ways to Improve Ecommerce Customer Experience
Here are some of the most reliable and popular eCommerce platforms for building your eCommerce store:
Shopify is a different platform and does not rely on WordPress to create an eCommerce store. It is the easiest to adapt to, and you do not need to worry about web hosting and software. However, Shopify does not offer the same flexibility that Woocommerce or Magento can. Here are some of its features:
Woocommerce is based on WordPress. It is open-source and one of the most flexible eCommerce platforms available. It is a straightforward shop system with these features:
Magento is the preferred choice for scaling eCommerce businesses. Magento is one of the most robust platforms and will not face performance issues even when there are 500k+ products on your eCommerce website.
Although Magento is open source and has a sizeable community, there are fewer Magento developers; hence, managing and maintaining the site may be challenging compared to other eCommerce platforms. Here are some Magento features that are unique to the platform-
Read Also: Best Magento Helpdesk Extension
Since many eCommerce platforms are open source, you can quickly source customizations and solutions for your online store from the community. This will save you time and money spent on development. Pick a platform that has a sizeable community, making it easier to adapt and adjust to it.
Shopify takes care of hosting and other backend expenses when you create an online store using their platform. The same is not valid for Magento or Woocommerce, owing to their purpose of flexibility.
Your chosen platform should provide a seamless experience even as your online store grows. Whether it is an increase in the number of products, visitors, or even orders- your eCommerce platform should be able to keep up with it. You can pick and choose from a wide range of options and refine your eCommerce website according to your needs. You can choose a reliable Forex VPS hosting and provide the best web hosting experience.
The most significant benefit of using an eCommerce platform as opposed to building a custom eCommerce website is the convenience that comes along with it. Every forum has several plugins that allow you to add different features to your website. You can pick and choose from a wide range of options and refine your eCommerce website according to your needs.
Klaviyo helps create a personalized experience for your customers across all marketing channels like SMS, in-app notifications, and the web. It helps create actionable marketing strategies based on data like customer journeys, automates customer communications, all handles all your email marketing strategy processes from start to finish.
Related Read: Customer Service Sample Email Templates to Copy
Omnisend is one of the eCommerce tools for marketing that allows eCommerce store owners to create marketing strategies for eCommerce shopping platforms. Using Omnisend, online sellers can create marketing campaigns using multiple channels to connect with their customers. They can also leverage Omnisend for precise targeting through personalized texts and emails.
Campaign Monitor is one of the most popular eCommerce tools that acts as a marketing campaign manager that allows you to collect real-time data on your eCommerce website visitors to form email lists.
You can use these marketing tools to build subscriber lists, segment your subscribers and set automated emails. The most popular tools also allow your eCommerce store to export email marketing analytics, provide real-time data on their key metrics and monitor the success of their campaigns.
Website analytics tools are crucial to understanding your customer's behavior and how they interact with your eCommerce website and product pages. These insights can help you personalize your customer communication.
E-commerce marketing tools that have features that help you create popups, surveys, and other forms are incredibly beneficial as they help make lists of targeted leads. Many e-commerce tools offer third-party Integration so that you can feed your lead lists into your CRM for better customer context.
Customer service matters for E-commerce businesses because this determines how likely buyers are to return. You can find top-tier e-commerce marketing tools to help enhance your customer service through automation and real-time data. You can also find software providing AI suggestions to ramp up your customer support efforts.
SEO provides an online store with increased visibility and drives organic traffic to e-commerce stores. Loads of free and paid e-commerce marketing tools help you ace the SEO game.
Richpanel is a customer support software that aims to use intelligent automation and self-service flow to reduce redundancy in customer support tickets. It helps resolve up to 50% of customer support issues without involving an agent for every single process. By cutting down the overall customer support costs, Richpanel positively impacts retention and bottom-line revenue, letting you scale up your eCommerce business.
Checkout how leading E-Commerce brands are redefining customer service with Richpanel -
Zendesk is one of the most popular eCommerce tools. Many businesses use Zendesk because it is highly customizable and can be configured to suit different companies. It improves customer service experience through these Zendesk Features-
Checkout Why Leading Ecommerce Brands Migrated from Zendesk to Richpanel
Gorgias is one of the eCommerce tools used to manage tickets and answer customer inquiries efficiently. Their centralized customer communication platform reduces turnaround time, and they have tight Integration with Shopify. Gorgias claims to achieve a quick turnaround time, improving the customer experience and increasing the business's profitability. Here are the key features that help it fulfill this promise-
Learn More: Gorgias Alternatives for Customer Service
Aircall is a cloud-based call center software that Integrates and connects with all the popular CRM and helpdesk tools. It allows you to add numbers from 100+ countries, draw insightful conclusions from real-time analytics and improve overall customer support functions.
Here are some features to look for in eCommerce tools for customer service:
Automation is a critical feature that allows you to increase the efficiency of your customer support team. Whether routing a conversation to the right person, triggering a canned response, or performing an order action based on the customer's message, automation can help reduce redundancy in chores so CS leaders can concentrate on customer experience.
Self-service is emerging as one of the leading customer service channels. It is the most efficient and cost-effective channel and enables customers to take control of their situation and find solutions to their problems without contacting a customer service agent.
You can use canned responses, a knowledge base with tutorials, educational content, and FAQs that improve the pre and post-purchase experience.
Customer service is a revenue channel that often gets undermined because of a lack of insight. Your eCommerce customer service tool should be able to track the revenue each support conversation generates. It helps you identify good performers on your CS team.
Customer support software should have CRM capabilities and aim to empower agents with information and functionality. A unified customer profile will provide full customer context, including CLV, recent purchases, and past interactions- all in one window.
Your agents can use this information to better address customer concerns without having to use another CRM or switch between your eCommerce platform and helpdesk software.
Related Read: Best CRM Ecommerce Software to Integrate
Your team's efficiency is based on the Integration between your helpdesk and the eCommerce platform. Your helpdesk should be able to pull customer data from your eCommerce platform and provide agents with sufficient insights.
All popular eCommerce platforms have a great app selection that allows you to employ different tools for your eCommerce business. These can help you add additional functionalities to your website. Your helpdesk tool should have deep integrations with your DTC stack.
OMS, reviews, and subscription management make up an essential part of your eCommerce tools stack
NetSuite is a unified online store and order management suite that provides ERP solutions, CRM, Human Capital Management, accounting solutions, etc. NetSuite is best suited for small and mid-size businesses and aids them in optimizing operations and reducing IT costs.
Financial Management: Make quick and intelligent decisions using financial management combined with built-in business intelligence.
Read More: Ecommerce Order Management System (OMS): Best Practices
Amp up the growth of your online store supported by Yotpo, an excellent eCommerce marketing platform. Yotpo provides tools to help you manage customer reviews, visual marketing, loyalty, referral, and SMS marketing. Monitor, control, and place customer content at crucial conversion points with the AI-powered solutions of Yotpo.
Smile.io helps create and manage loyalty programs for your eCommerce store. It helps engage your loyal customers while encouraging one-time visitors to shop more often. Here are some key features:
Intuitive Admin Dashboard: Change your Loyalty Programs without coding skills
Customizations: Customize your loyalty program to
Recharge is a leading subscription management platform aiming to convert one-time shoppers into loyal customers. It allows your customers to manage their subscriptions directly from your website entirely. Here are some features:
It can be not easy to keep track of the volume, velocity, and fulfillment of omnichannel orders, and an OMS should help you stay on top of your inventory,
Understand which SKUs sell best through each channel, restock accordingly, and segregate bestselling products by region or channel.
Your OMS should allow you to automate their internal processes from the order through to fulfillment and efficiently push orders through the processing, picking, and shipping process.
Many brands dismiss the reverse logistics process, burning a hole in their pocket. Your OMS should help you manage the items posted back to your warehouse and process a refund, exchange, or credit note.
Your review management tool should help you understand your strengths and weaknesses by analyzing your customer's feedback across various channels.
Your review management software should also act as a social listening tool and help you address all the feedback and reviews from different channels, such as social media.
Related Read: Best Shopify Review Apps to Integrate with Store
The financial health of your firm depends on subscriber data. Any app you choose must have a comprehensive set of recurring income and forecasting reports to understand your company's revenue growth better.
Manage subscription income and deferrals:
Revenue recognition and deferrals are two of subscription management's trickiest elements. To save your team time maintaining these manually, it is crucial to invest in software that can automate these operations across all contracts.
The best thing about eCommerce platforms is the buildability that allows merchants to compete with eCommerce marketplaces like Amazon. The right eCommerce tool stack helps drive their revenue through direct sales and can impact the daily function and bottom line revenue of growing eCommerce companies.