“We ordered the implementation of CRM in our company. Guys from SoftwareSupp did it well. They are very helpful and solution objective. They provide a very professional service with great final training. So my team understood well the application just like they understood our needs. Well done, great job.”
Patryk Cieśluk, TGL Poland
Time of the project: 1 month
Scope of the project:
Expert responsible for project’s completion:
Michael Karas, SoftwareSupp Project Manager
TGL Poland is a manufacturer of advertising materials and promotional items. While located in Poznań, they act on the global market and are one of the biggest manufacturers of lanyards in the world.
Their sales process is fast, yet highly personalized as their job is partly about printing the client’s logos or graphics on promotional materials.
When we met the TGL team, their entire sales process was managed manually. The need for automation was an urgent issue. They were searching for a CRM solution that would be easy to integrate with other systems they use. TGL also planned to start an e-commerce activity, so the solution needed to be easy to integrate with an online store.
With SoftwareSupp, TGL implemented an efficient CRM system that suited their business needs and their manufacturing process. They also improved communication between their team members and their clients. They automated a huge part of their daily work and saved time on manual tasks that were the standard procedure before.
How did they achieve these results? Let’s take a look at the implementation process and how these results were possible with the help of the SoftwareSupp consultants.
The TGL team wanted to change how they manage their sales process and contact their clients. Before implementing the right CRM, TGL used several systems to store data related to customers and their purchases. It was difficult to manage the sales process as all the details were scattered across multiple data sources. Closing a deal required too much manual work.
It was also hard to monitor the sales team’s goals and performance. There was no easy way to set up targets and analyze the results at the company level.
The sales team used to send emails to clients directly from their own mailboxes. They didn’t have ready-to-use templates. The team needed to copy-paste a lot of information from different sources.
The communication between marketing and sales wasn’t ideal. The teams didn’t have a simple way to check current deals and their stages. The teams don’t share the same working space, so every question resulted in a long sequence of messages or in-person meetings.
TGL used Gestor and Symfonia ERP to manage their resources and production. However, the systems weren’t connected with one another in any way. The process of finding the right information was then tedious and time-consuming. TGL wanted to have all data in one system.
The sales process in TGL is quite fast. There’s a request, an offer, and typically a quick decision. They needed a CRM that would manage these dynamics.
The implementation time was one of the crucial factors for TGL. They needed the solution to be implemented fast and in an efficient way. After an initial call with the SoftwareSupp consultants, the plan was ready within two days. The entire implementation process lasted over a month.
During that time, the SoftwareSupp team implemented solutions that changed the way TGL works on a day-to-day basis. We also provided comprehensive training for everyone who was about to start using the system.
How did we approach the implementation? We followed a process that matched TGL’s needs and responded to all the issues they highlighted.
The first thing to do was to decide which CRM would be the best for TGL Poland. On the market, there are many options, and choosing the best one requires extensive research.
Together with TGL, we figured out the most important functionalities their perfect CRM should have. After analyzing TGL’s needs and plans for the future, we decided to go with Pipedrive. It was a great choice for TGL because it allowed advanced customization options.
TGL uses Pipedrive for both the sales process and the manufacturing process. With separate funnels, they are able to track progress at every stage of the deal. The manufacturing part involves input from the graphic designer who can update the design stage of the project in Pipedrive.
TGL has now all their deals structured, and their sales funnel mapped out. They are also able to send emails directly from the CRM, so their messages and always contextual. It’s easy to find all the details related to customers. All conversations with the customer are in one system.
The team members can get assigned to deals and everyone is well informed about who takes care of which tasks. Pipedrive is also connected to TGL’s website and deals are created automatically. With smart reporting and deal management, the team can track sales activities and optimize their workflows.
At TGL, orders, contact details, emails, product information used to be stored in different places. Sometimes the data didn’t match the corresponding entry in the systems.
The main challenge was to aggregate the data from multiple sources, create a structure, and upload it into Pipedrive. We migrated entries and synchronized all data.
Having all details in one place saves a lot of time. The TGL team can access full information about the client, their orders, and the current deal status. It also enables more contextual and personal communication with clients.
The TGL team switched from Skype to Slack. The most important reason was to implement better reporting and automation in the sales process. With Slack integration, all crucial updates immediately show up as Slack messages.
Additionally, Slack helped the TGL team improve their internal communication. They can now create threads and channels to discuss specific projects.
The next step was to set up a live chat on TGL’s website. This way, the team can easily connect with website visitors. It makes the sales process more dynamic as conversations happen in real-time. PickSaaS helped TGL choose the right live chat solution and supported the implementation and the integration process.
LiveChat is integrated with Pipedrive, so all conversations are stored in one place. The sales team can easily access them from the main dashboard.
The marketing team needed access to the CRM system to better understand their target audience. We integrated Pipedrive with two marketing tools: Outfunnel and Mailchimp.
The marketing specialists can now add contacts from Pipedrive to the newsletter. The integration also enables them to explore more detailed analytics based on clicks and user activity. The marketing team can also create deals that the sales team moves on to the next stage.
Apart from the ongoing support during the implementation, we organized live training for TGL at their headquarters.
Implementing the right technology is one thing. The other is to explain how to use it to make it work for the team. The software simplifies the work and supports people in their daily tasks. The goal is to save our precious time and improve productivity.
We met with 20 team members that started using Pipedrive for their daily work. We explained how to use the system with practical examples. Everyone was able to ask questions and check how the setup works on their accounts. After the initial training, we stayed in touch with the team to solve all additional questions and make sure that they know how to proceed from there.
The most rewarding part of any implementation process is to see the system in action and observe how it improves the team’s daily work. At TGL, we could see the tangible improvements that were achieved thanks to the Pipedrive implementation and additional integrations.
With Pipedrive, TGL can access all of their customer data in one place. They don’t need to switch between multiple systems to manage their sales process. All the essential details are available and easy to find. With Slack integration, they are always up-to-date with the deal statuses.
TGL can easily track sales and the manufacturing process in one system. Having all data connected saves them a lot of time every day.
The sales team can send emails to customers directly from Pipedrive. They don’t need to switch between their mailbox and other systems. All data is contextual and neatly structured in Pipedrive. The team can also use templates and track if their client opened their email.
Implementing a CRM also resulted in improved internal communication. The marketing and sales teams are always up to date with client activity. Better software choices improve communication and optimize the processes.
“My team understood the application just like SoftwareSupp understood our needs.”
Patryk Cieśluk, TGL Poland
With the right assistance, introducing new software to your company can be easy and bring multiple benefits. Choosing the right CRM can transform the way your company operates. At SoftwareSupp, we take time to really understand our clients’ businesses. And, most importantly, we’re always there to support you along the way.
Project Manager at SoftwareSupp
Learn more about Matt and hire for services on his SoftwareSupp Expert profile page.
Once you start using a CRM system, it becomes a central place to collect and store all the information about your customers, team, and activities performed in your business.
No doubt that using a CRM can (of course doesn’t always have to) help your business grow which is confirmed by the actual research and numbers:
Collecting the relevant data and statistics will take at least 3 months since the system’s initial set up to provide you with insightful metrics but it’s worth the wait taking into account the value of the information you’re about to get.
Outlining just a few stats you can get from your Pipedrive CRM:
The above are just a few metrics you extract from your CRM and there are many more you can use to make your business more effective and we’ll look into them later.
But to make sure you’re able to get the most important metrics and KPIs from your CRM there are a few things you need to remember about when setting up your CRM. Let’s look into a few essential steps to making it work well.
Some of the integration projects we run here relate to analytics setup and display. But when talking to customers, we always outline to them the importance of proper CRM set up to make sure the data they analyze is real and reliable.
So which integration points are essential to make sure your CRM works correctly?
Without proper lead sources integration, you will not be able to analyze the data divided and broken down into acquisition channels.
To be able to analyze your sales team efficiency, they simply need to input their sales activities into Pipedrive, so this might require:
- Calling system integration
- Email integration
- Customer service integration
Proper goals setup will let you analyze your team’s performance versus previous expectations and planning. Without the goals in place, the only benchmark you’d be getting is the previous months/period (still, a good indicator of growth but goals will make this analysis much more down to earth).
Setting up predefined lost reasons will let you analyze why you lose sales (also by a specific stage in the sales process).
Of course, without a sales process in place, there is no chance for insightful data for conversion and progress.
With the above in place and assuming you and your team know how to handle a CRM (so that you actually use it), you should be able to analyze the sales and activities’ data in your system, generate reports, measure KPIs, and display most relevant business metrics to the management.
So how to set it up in Pipedrive CRM? Let’s look into a few ways to make it work both inside Pipedrive and by using external solutions.
Pipedrive is a robust tool so it’s no surprise it offers built-in options for data analytics.
Insights is a new Pipedrive feature in a beta mode allowing you to create fully custom dashboards built out of the most important business metrics you’d like to monitor in your business. To make it work, just go to Progress -> Insights and select the reports you’d like to display on the dashboard. This can include:
and of course, many more, depending on your needs.
Also, Insights will let you display data in 5 different formats:
These are just a few options. With Pipedrive Insights, you will be able to create the basic reports and stay up to date with the most important business metrics. For more advanced data, however, a connection with external tools might be required.
Once you set up your Insights dashboard, it’s time to share it with your team using a public link.
Pipedrive dashboard is an older version of current Insights and displays a few most important data about your CRM and sales performance. It provides you with a quick glance into the most important business metrics like:
and a few more but will not offer significant customization options.
Pipedrive reports is a set of predefined reports allowing you to analyze the most important performance metrics, including:
Pipedrive will let you display reports in multiple dimensions, including:
Once you divide your employees into groups, you will also be able to run analytics divided into teams.
Using analytical tools inside Pipedrive might not be enough to generate all desired business metrics. Hence, using external tools (including more advanced BI solutions) can be required.
Google Sheets is probably the most common way to store data outside of your CRM system, so why not use it connected with a CRM to generate reports and analyze performance? With Pipedrive’s open API, you can connect your Google Sheets to Pipedrive and sync data automatically both ways, helping you generate valuable insights/KPIs in your Google Sheets report.
Stitch data is a popular solution used by some of the Pipedrive customers to push data from Pipedrive to other systems, like Google Data Studio. It also syncs with more advanced data warehousing solutions like Amazon Redshift or Microsoft Azure. It will let you push your Pipedrive data for more advanced analysis or regression/statistical models.
If you’re looking for ways to handle a significant amount of data from different sources and Pipedrive is only one of them, you will finally end up with an SQL database to store and process information. Solutions like Amazon Redshift or Microsoft Azure will let you do this and will let you prepare & process the data for further analytics in external solutions like Tableau or Power BI.
Once you’ve extracted your data from Pipedrive using a connector tool like Stitch and/or connect it with information from other systems through your data warehouses, you can now sync this information with additional analytical solutions like Tableau. One of the benefits of using Tableau is the ability to process large volumes of data and display them in the visual form, helping management make the right business decisions.
Power BI is another data analytics tool allowing you to handle large amounts of data in one place. Power BI will easily sync with your Microsoft software environment letting you analyze data from multiple different sources and will integrate well with your Microsoft software ecosystem.
Google Data Studio (once connected through Stitch) will let you match and display the data from Pipedrive with multiple different data sources such as marketing campaigns (Google Ads/Facebook Ads).
Less complicated apps like Plecto or Klipfolio which integrate natively with Pipedrive will allow you to display more advanced reports and dashboard, also in a gamification form but will not provide opportunities for advanced business intelligence.
Pipedrive is a simple and user-friendly solution and so are its reporting and dashboard features. Assuming you store your data and information in Pipedrive, you will be able to use basic reporting features by yourself. Just remember about:
More comprehensive dashboards, however, might require understanding business/reporting needs within your organization and proper setup of conditions/display rules within Pipedrive.
Finally, connecting with other data sources and building a data warehousing environment where Pipedrive is just a piece of the puzzle will require specialized know-how and experience. You can then use the support of a dedicated and specialized consultant to make it work right in your business.
Consultant at SoftwareSupp
Time of the project: 1 month
Effect: Custom reporting script completed
Expert responsible for the service realization:
Kamil Hudaszek, Data Analytics Expert
Choosing the right CRM is not the only problem our clients reach out to us to get some help with. We support our clients in general CRM implementations as well as in more advanced cases. One of the stories that can illustrate that is the one about custom reporting for Dirty Hands.
Having an efficient CRM in place is a great first step that can transform the way you work. However, when you explore all its functionalities you may find that the default configuration doesn’t always match your exact workflow. Customizations in reporting are one of the most influential adjustments you can apply to improve your CRM performance.
Every company has a specific set of needs when it comes to making informed decisions based on data. That’s why generating precise reports is crucial to optimize your business operations.
With SoftwareSupp consultants, you can not only implement and choose the right CRM, but you can seek help with more advanced issues that are too complicated to solve on your own.
Dirty Hands is a family-owned company that helps grocery stores with retail execution, sales, data, and reporting. They live by the “of service” mentality and that’s how they build great relationships with their customers.
The Dirty Hands team has already used Pipedrive for some time when they got in touch with us. They had a reporting issue that they tried to solve on their own but the task seemed too advanced and time-consuming.
To make the best decisions, many businesses need specific reports and summaries. Sometimes, the options available in the CRM system by default are not detailed enough. That was the problem the Dirty Hands team was facing.
They needed efficient automation that would allow them to track specific product’s value on every stage of the sales funnel. In other words, they wanted to know the worth of all products (potentially) sold on every stage of the funnel. Dirty Hands needed a solution that would be reliable and cost-efficient.
By default, Pipedrive shows you the sum of all deals’ value on a specific stage of the funnel, It’s not possible to have a breakdown for each product separately. And that’s exactly what Dirty Hands needed to manage their business more effectively. The team also wanted to see this “product value per deal stage” report in Pipedrive Insights.
Let’s explore how we approached this configuration.
As in Pipedrive it’s not possible to generate a report based on the product value itself, we needed to approach this task in a different way.
The main idea was to use Pipedrive’s custom fields. These new fields mirrored the value of the products attached to a deal.
This means that for every product, you’ll have an additional field that shows the exact same value. If “Product 1” costs $500, the custom field will also show $500.
It’s important to note that you can only use numerical custom fields for this purpose. Otherwise, you won’t be able to generate the report.
Having applied this solution, you can sum all custom fields up and generate the report in Pipedrive Insights.
But that was only the first stage of the project. The real challenge was to automate the process of updating the custom fields. Managing these fields manually wasn’t an option as the reporting process needs to be efficient and accurate. With manual updates, there are simply too many possibilities for human errors and inconsistencies.
The real challenge was to automate the process of updating manual fields so that the user would be served with up-to-date, reliable data in Pipedrive.
We created an automation flow using 3 technologies:
The goal was to create an automation that would update the custom field value anytime the deal is changed. We needed to:
The automation flow looked like this:
First, we used the deal.updated webhook in Pipedrive to get the deal’s ID into a Google Sheet.
This webhook caused the code embedded in a Google Sheet to run. This piece of App Script code had a goal to get a specific set of data from Pipedrive. Once the process was over, we had the timestamp and the deal ID listed in the spreadsheet.
The Google Sheet is deployed as a web application. It makes it possible for the Pipedrive webhook to trigger the code upon the deal update. Then, the script fills in the deal ID in the Google spreadsheet.
Once the deal ID is already in the spreadsheet, Zapier is being launched. In Zapier, we have a Python code set up that downloads the relevant field values from the deal. We connect with the client’s Pipedrive database to get all the info we need.
This code also compares the entries and identifies if the product value field was updated.
The next part of the automation funnel only runs if the product value has changed. The last “PUT” stage uses a Pipedrive-Zapier trigger called “deal updated” to finally update the custom field with the correct values and make the automated reporting possible.
We also created a separate automation funnel to make sure that this sequence would also work for new deals that are created in Pipedrive.
When a deal is created, its custom fields are empty by default. This zap updates all custom fields with the “0” value upon the deal creation. Thanks to this additional funnel, the entire process can run smoothly and without any manual work on the team’s end.
It was crucial to make sure to optimize the process and make it cost-effective for the client. The automation uses only 3 zaps in the first funnel and 1 zap in the second one.
To ensure the highest quality of the automation, we used unit-testing to check if the data is flowing smoothly at every stage of the process.
Thanks to this automation, the Dirty Hands team can always access real-time product value reports in Pipedrive Insights. They can easily see what is the value of a particular product on every stage of the funnel. They can also identify which products in their offer perform best.
The automation allowed them to see more detailed product information that otherwise wouldn’t be available in Pipedrive.
Even though the Dirty Hands team is quite advanced at using Pipedrive as a reporting tool, they chose to cooperate with the CRM experts. It let them speed up the automation process and save the team members’ time.
At SoftwareSupp, we specialize in solving difficult CRM cases and we really creating custom solutions for our clients. An atypical request always creates an interesting challenge for us that we’re ready to take up.
Certified Data Analytics Freelancer
“Software is eating the world” Marc Andreessen
If we were to paraphrase these words to match today’s world shape, I think we could safely say that “Software is eating software” or more precisely “Large software is eating small software”.
Why is that? The possibilities delivered today by the largest software solutions, in connection with the no-code or low-code automation platforms are so vast that sometimes they completely eliminate the need for custom software solutions.
Who would imagine that setting up your own website or an e-commerce store together with integration with your mailing automation campaigns and logistics system would be a few click process 10 years ago? Today’s it’s not only a store, website, or even your own marketplace setup that has become simple. It’s also the integration between different software solutions we use every day in our businesses. Setting up a complete automation framework by large enterprise businesses in 10 years from now will likely become a no-code clicking and connection process.
Will this make software development/support and us humans redundant?
I don’t think so, that’s why in this article, I’m happy to tell you why your business needs a professional software support today and why it’s worth to hire one at SoftwareSupp.
As a Pipedrive and sometimes Shopify consultant at SoftwareSupp, I talk to people a lot these days. I would say I’m a kind of a priest listening to our current and potential customers who confess their problems when it comes to their software solutions and connection between their technology and business processes.
Hence, I’m happy to share some of the most common issues I hear them saying:
One of the most common issues I hear is that something which was created by the company (internally or with consultant’s support) doesn’t work, anymore.
Sometimes things just get too complicated and require specialized knowledge and experience (in workflow and integration).
Sometimes it’s just not possible to do something without a custom software/solution in place.
Sometimes matching the technological solution with business processes inside the company is a major challenge.
Some teams spend a lot of time doing things that can be easily automated.
Working as an internal team, it’s difficult to maintain objectivity regarding the proper business, technology, or sometimes salary structure.
Sometimes, it’s just difficult to get out of the agency contract you’ve signed in the past.
And finally, some of the teams are too busy working on their businesses that they’d rather outsource the technical part of the job to somebody else.
If you’re still wondering if the above tech challenges are true or just a temporary trend, below you can find just a few stats that might convince you:
Zapier becomes a key tool for businesses’ automation these days, so it’s no surprise to see it growing like crazy in popularity (Google Trends), with +1m users worldwide and over 1,300 of different software integrations.
And according to research by Markets and Markets, the market for low-code platforms was $4.3 billion in 2017. It is predicted to grow to more than $27 billion by 2022.
And it’s not only startups and emerging companies participating in this trend. No wonder big players have launched their own automation platforms with Power Automate (previously Flow) gaining traction and new possibilities every month.
Most of the issues related to software can be solved internally by solving a specific issue with the right connection and automation of the technology.
But the more integrations, connections, and zaps you have in your business, the more challenges you’ll need to face every day.
Let me show you a few reasons why external software support might be of help for your business:
In SoftwareSupp we hire experts specialized in selected fields and check on their previous experience and certifications, e.g. whether they have already completed certifications with the selected software vendor, like Zoho, HubSpot, Pipedrive or Zapier. This helps us deliver high-quality work for customers. Not too many companies have access to this kind of expertise knowledge internally.
We spend more and more time on configuring software and building technology processes. And it’s not always the expert knowledge that’s the main obstacle. It’s just a lack of time that is the issue here as sometimes we just need more time to focus on actual business activities. Hiring an external expert will save your time on software integration and configuration.
Sometimes, when using the software we just hit the wall which is too difficult to overcome. Despite the knowledge in the field, it turns out that we’re simply not able to handle more difficult API integration, analytics setup, or trigger-based automation. This can be a perfect moment for hiring external software support for your and/or your employees.
Hiring external software support can also be used as training for your team, helping them become better in software setup and automation someday in the future. Use it to your advantage, work with your software support actively, and discover their methods of handling the most difficult development tasks.
Working with other people creates great opportunities for collaboration, growing your network, and building potential distributions. Every time you hire certified software support, you get a chance to expand your potential customers/partners’ network. Some of our customers have actually been able to build great relationships when working with us or our experts through our platform.
Let me show you how we deliver on the above value points at SoftwareSupp:
We assign a dedicated person with experience working on the projects in the selected technology. Experts we work with are already certified by software vendors or have been selected through a customer check/screening process.
All our projects are owned by a project manager on our side, introducing new customers to the project plan, planning on milestones, and collecting access to the proper solutions used in your business.
In the software world, data security is essential, that’s why we’ve designed a secured access sharing form allowing us to collect access from the customer in a secure way.
All of our projects are checked on the quality through a regular NPS questionnaire we deliver to customers, making sure they’re fully satisfied with the work we deliver their way.
A maximum time to estimate the project and to deploy the project with us is 24h. We strive to make it even shorter and we’re looking forward to seeing our customers start projects immediately once they decide to do so. For every project, we make sure that customers are aware of the costs upfront to not be surprised by the hourly rate billing.
With a growing number of software solutions, it has become challenging to manage them all and handle the interconnections/dependencies internally.
Also, the open API creates endless possibilities when it comes to custom software integration.
Use it to your advantage to grow your business and save your team’s time spent on manual and repetitive tasks or just help them go through the most pressing issue by hiring external software support.
Consultant at SoftwareSupp
Selected software to help you grow your e-commerce business:
In today’s world, starting an online store is no big deal. The market provides you with plenty of dropshipping opportunities and e-commerce software, so you can even sell products that don’t actually belong to you, taking care only about the product’s marketing and delivery.
If you don’t own a store, yet, we’ve set up a separate guide showing how to set up an online store by yourself. But once you have your e-commerce store working or if you already operate a well-performing one, it’s time to think about ways to grow and sell more.
In this material, we’ve gone through the major e-commerce trends and data to provide you with the best e-commerce software recommendations which can help you grow your already operating online store.
Let me show you how to use modern technology to make your crazy e-commerce entrepreneur life much more pleasant and entertaining. Use it to grow your online store, having more time for yourself 🏖️
So, how to use modern software to your advantage in growing an online store?
Before we start, let’s look into a few tips which might be helpful in figuring out the way to grow your business:
Communications is at the heart of e-commerce and community.
- Meg Whitman, President and CEO of Hewlett-Packard
In today’s world, people have a variety of stores to choose from. Make your brand unique and make sure your visitors remember the customer experience on your website.
You will not experience much organic traffic shortly after the store’s launch. Still, in the long-term, traffic from Google might turn out to be the most valuable source of your business.
E-commerce business is pretty much about trust. Make sure your customers believe in your brand by showing clearly who you are. Using customers’ testimonials might be crucial for your final success. Running a blog can also boost your credibility.
Traffic on your website provides you with a valuable source of information about your users’ behavior. Use this data to create the best possible user experience.
There are many different channels to build the presence of your online store online. Focus wisely on social media, paid ads, or content marketing, depending on the type of your audience.
The best e-commerce stores don’t require special guidance. They’re user-friendly and navigating through them is easy for each and every visitor. The best store’s structure you’d like to have is the one that will keep your user smoothly cruising through your store. Still, there are moments when your visitor will want to contact you and in today’s world, no one wants to wait to be served. With so many alternatives available out there, people are most likely to buy from your right at the moment when looking at your store.
So how to provide instant answers to questions together with outstanding customer service?
One of the most common solutions to do that is a live chat software. Installing a chat window on your website might contribute to the significant boost in conversion rates at your online store.
How can that magic happen? There are a few ways you can use live chat software at your e-commerce store:
Installing a live chat window on a website can be as easy as one click, adding the application from the marketplace of the software you’re already using, or at hardest, copying a piece of code and adding it to your website’s code. Don’t know how to start? Just ask us anytime on chat.
There are quite a few live chat solutions available on the market. You might wonder: Is there any live chat which is simply the best one for e-commerce business?
There is probably no such answer, as each store and business might have its own needs, preferences, or design guidelines.
E.g. If you are looking for a very basic live chat solution (only to respond to customers visiting your store), there are a few free solutions you could try. However, if you’re searching for a software which will provide you with data analytics, automated messages, ticketing system, or queue management, you’d rather look at more premium solutions.
Let’s look into a few live chat solutions you could use in your e-commerce business:
LiveChat is especially well-known among e-commerce businesses. It focuses on delivering the value-added to online stores by additional e-commerce functionalities like sales and goals tracking. It also pays vast attention to user-friendliness with its simple and well-designed interface and step-by-step tutorial for new agents/operators.
Main LiveChat features for e-commerce:
Tidio Chat is a freemium live chat solution, which is especially known for its easy automation’ set-up. What does it mean? With Tidio, you will easily draft the flows of automated messages to be sent to your visitors, either by chat or by email. The only thing you need to do is to drag and drop particular triggers and actions which happen within Tidio. E.g. an agent doesn’t respond for more than 2 minutes -> send an automated chat message asking for a visitor’s email.
Another great thing about Tidio is its free version to try out and well-supported integration with the most popular e-commerce platforms like Shopify or WIX.
Main features of Tidio for e-commerce:
LivePerson is a solution designed for larger enterprises to help them communicate with their customers more effectively. It’s known for its built-in bot functionality, letting you handle simple customer cases automatically, without the engagement of a human being. It’s also one of the few solutions which focuses on connecting online chat with mobile messaging, integrating with SMS, iMessages, or Facebook Messenger.
Main features of LivePerson for big e-commerce stores:
-> See our full material about TOP 5 Live Chats for eCommerce.
Did you even know you’re able to “spy” on your store’s visitors and track the way they move through your store? Even if you know, I’m pretty sure you’re not making the most out of the data you gather at your e-commerce business. Knowing how users use your online store provides you a vast advantage. You can then use this data to move particular elements across your website and check the impact on the conversion rate. Using some analytical tools, you’d even be able to make specific optimizations within a tool, without the need to engage your developer, simply by dragging, dropping, or rearranging particular elements.
Installing an analytical software is very similar to adding other tools to your website, it simply requires copying and pasting an additional piece of code on your website.
If you have an analytical tool already installed, you have started collecting the data. With analytical tools, you can collect the following information:
So how to use these data to grow your business?
To gather the above data, all you need is the right analytical software to use. You don’t require software expertise to use one. Actually, all you need to do is to add a single line of code to make it work.
Google Analytics is the most popular analytical software. About 70% of the top 10k websites available online are using Google Analytics, and the rest is likely not using it to not provide the data about their website to Google.
Google Analytics provides online store owners with a special e-commerce module, letting you dive even deeper into the data.
With E-commerce Analytics, you can easily gather information about:
There are numerous ways you could use this data to your advantage, including:
E-commerce Analytics can easily act as a basis for your store’s analytics with additional tools providing deeper insight into vital information.
Hotjar is a tool that can enhance your online store’s information with insight into detailed visitors’ behavior. It lets you see exactly what your visitors do on your website with automated session recording and heatmap analytics.
So what can you get with Hotjar what you don’t get with Google Analytics?
All of these can be a valuable data source for you to use in optimizing your online store:
There are many more ways you could use the above information to grow your online business but these highly depend on the type of your operations. Go through the data and think! How can you improve based on this information?
So you have all the data you need to draw the right conclusions. Based on this, now it’s time to optimize your store and see your business growing 🚀 CrazyEgg is the analytical tool that will help you in optimizing the way your store works with the built-in optimization software.
What will you find in CrazyEgg, which is not available in other tools?
What can you do with the above data?
Installing the analytical tool is the first step to data-driven decision making (it’s not that difficult, it’s just adding one additional line of code or installing plugin e.g. at your Shopify store!). Unfortunately, gathering data is only the beginning. It’s all followed by aggregating the information and its skeptical analytics.
And while it’s the most difficult step, the right analysis of the data is crucial to your store’s success, if you’re aiming for outstanding user experience for your customers and increased conversions.
-> Read the full material about how to use the top 3 analytical tools to grow your online store.
Using a CRM system when your store is still small might not be necessary. But when your operations start to scale and tasks multiply, it’s not difficult to get lost in all the issues. So how can a CRM system help your online store solve some of the problems you’re likely having?
Having an easily accessible CRM system lets you communicate with your team more effectively. All the data about your customers and suppliers become available and synched for your employees, which will save you and your team’s time on cross-checking the data every time you need it.
Having abandoned carts at your store is quite a common thing but are you doing everything you can to turn abandoned carts into the actual customers? With a CRM, you’d be able to make abandoned carts appear on your pipeline and handle them in a structured way. When a new customer abandons the cart, a new card will appear in your CRM, automatically scheduling an email or call with a customer for you.
Cancels and refunds are likely not your favorite tasks. They take time and money but they’re likely here to stay for a long time and the more customers you have, the better you have to plan your refunds and cancels. With a cloud CRM solution, you’d be able to easily structure the way you handle canceled orders within your team by automating the process on the pipeline. Also, anytime you move the item to the next stage in the pipeline, an email can automatically be sent to your customer, notifying about the status update.
Setting up and using a CRM system for e-commerce is likely not very different from other businesses. Let’s look into some tips on implementing and using CRM software to your advantage:
As with any other type of software, there is no one solution that would be suitable for every business.
It’s important to make sure your software can easily integrate with other ones you’re already using. That’s what makes Pipedrive a great tool to create a synced and effective software environment within your company. Connect it with Shopify, MailChimp, and dozens of other tools and make your work even smoother.
-> Read full material about 5 Smart CRM Tricks for E-commerce to Grow Sales of Your Online Store
Setting up an online store is not a problem these days. A few years ago, you might have needed a development team’s help and support to create one. In today’s world, it’s not a problem to create one, even for a less tech-savvy person. With the help of the e-commerce platforms, you will be able to easily create your own brand, add products, descriptions, set-up the payment, delivery method. You’d also be able to connect it with Amazon, Facebook or Etsy to sell via multi-channel.
When selecting the e-commerce platform, you’d better take a look at:
While there are many e-commerce platforms available (you can browse through them at SoftwareSupp or ask about our recommendations on chat), only a few of them offer a decent quality of service and are worth considering, when setting up a store.
It’s an extremely popular online e-commerce platform letting you design an online store by yourself.
BigCommerce is one of the most popular e-commerce platforms for those looking for a more advanced solution to build a larger online store. It’s quite common among developers and software houses looking for a tool to help them design an e-commerce store for their customers.
Consultant at SoftwareSupp
-> This post is a part of: 10 Best E-commerce Software Solutions — The Ultimate Guide to Growing Your Online Store
In today’s world, having a good relationship with the client is the basis for creating a strong, long-lasting business. Especially if it operates within the e-commerce sector. And in the fast-paced world where rapid changes often influence the business environment, making sure that the customer is on our side is important more than ever.
Curious about how e-commerce came to existence, I dig a little into the deep abyss of the Internet to find out the beginning of this so lucrative today's business sector. Surprisingly, one of the first things sold on the internet was a large pizza from Pizza Hut in 1994. There’s more to that so if you’re curious about the birth of e-commerce, you can follow this link.
But today, the business of online transactions is much more complicated. Even though making a purchase usually takes only one click, the entire process that leads to the customer’s shopping decision is based on an advanced system. Here you can find the information about E-commerce website development with Verified SoftwareSupp Experts.
CRM (Customer Relationship Management) is an inseparable part of e-commerce. It helps in managing relationships with customers and in collecting all the data about them. Through the eCommerce CRM software, you can easily automate procedures, manage contacts, and use the tool as a pipeline manager. All that, and even more in one place.
It’s also a great source of information about your business. It allows you to see whether your business strategy is right as well as determine the strengths and weaknesses and answer such questions as how are your data management and communication systems working? Are the processes necessary in managing customer relationship going the right way?
However, all that isn’t enough, if you don’t know how to use CRM to grow sales of your online store.
Today’s business world is very demanding. Everything changes rapidly and if you don’t follow these transformations, you will stay behind. But… knowing how to operate on the market and having the right strategies is what can help you stay on top.
Here’s what you can do to take your company to the next level in a smart way.
One of the best and at the same time the smartest solutions for e-commerce is, obviously, implementing CRM software. If it’s not part of your e-commerce strategy, you shouldn’t linger around but get good software immediately.
CRM software can tremendously help in growing sales of your online store — it serves as a means of acquiring data about customers. But having that data does not solve all your problems and doesn’t answer any questions in itself. It’s about the way you use all the information and what you do with it.
If used in a smart way, the tool can work miracles.
First of all, CRM software automates the process of sales and incredibly enhances work. Many procedures become replaced by the program which very often eliminates most if not all tedious tasks.
But automation is not everything. One of the crucial aspects of e-commerce is creating and managing a sales pipeline and that’s what good CRM software can help you do. Proper pipeline management then helps to forecast sales, avoid mistakes, properly apply metrics, and easily review pipeline processes. According to Hubspot, “Companies that master pipeline management sees 28% higher revenue growth.”
The implementation of CRM software creates a unified system of managing customer data within your company. People can quickly and easily log all the statistics in there. It works as a reporting tool with always up-to-date facts.
Here are 5 of the best CRM software to automate and organize work of your online store:
Having the right CRM software is a fantastic way to smartly outrun your competitors, get to know your customers and their needs.
Every store needs Marketing teams who would be responsible for promoting the business, and the e-commerce sector needs it more than others. But the trick is in making it smart.
CRM should serve everybody who is engaged in your online store because it can help people understand all the processes and gain a transparent view of the business. And that includes Marketing teams, not only the Sales team or people who are strictly responsible for managing the data about customers.
And so, a very clever tactic is to use smarketing. What’s smarketing? It’s engaging both Marketing and Sales teams into work to create a better marketing and sale strategy to gain more customers.
How are things looking like? What are customers’ profiles? Who shops at your store? The marketing team should know answers to these questions and have every information given straight up. It will not only improve the collaboration between the two teams but will be helpful in directing customers to more effective communication channels.
What’s more, in marketing everything happens now. All campaigns and activities are based on current information. And who has better access to the database if not the Sales team? Such cooperation is a must. When the information in the database change, so should the campaigns. It can also help expand marketing and reach out to more potential customers. There’s even more to that — it can be a source of an idea for a new product and it can help extend the offer of your online store.
That’s why it’s important (and smart) to use smarketing.
Sometimes, it may be hard to see the clear boundary between Marketing and Sales actions. Nevertheless, these two definitely should work together to grow sales of your online store. If you need, you can even merge the Marketing and Sales departments for even better results.
According to Invesp, it’s seven times more expensive to acquire a new customer than retain an existing one.
That’s why focusing on customer retention is a smart move. Loyal clients are those who bring the most revenue. They like your offer, are satisfied with the customer service, and want to come back to you. So what should you do to keep high customer retention?
Of course, the most important part of getting loyal clients is to provide them with professional customer experience. Attracting new customers is one thing but making sure the existing ones stick with you is another.
Your team should constantly evaluate the needs of customers, monitor their purchase history, and make conclusions based on such research.
A strong relationship with clients and knowing their needs are the best ways to keep or even increase retention. It also helps in attracting new customers. How? Happy customers who are satisfied with the product or service are more likely to recommend it to friends and family. That can create a chain reaction — customer one recommends your store to customer two, customer two recommends your store to customer three, and so it goes.
PRO TIP! Use live chat software to always stay close to your clients and keep them satisfied. Keep the conversations in support of history to always know what’s going wrong. It’ll help you prevent future problems and potential customer loss.
Every business has competitors, so does e-commerce. But there’s a smart way to outsmart your rivals.
Personalized communication is key. With it, you will gain loyal customers. Because if your competitors reach out to your niche of clients, you will already have a strong customer database. It’s an astute way to outwit competitors and even win potential clients.
Remember, if your customer doesn’t choose you, he will choose your rival so make sure you keep the customer close and let him know he’s important.
PRO TIP! Use marketing automation tools — create targeted messages to customers, automate e-mail marketing and ad campaigns, create content, and many, many more.
I mentioned the CRM software as one of the smart ways to help your online store grow sales. But it’s not the only tool that can help you.
There are thousands of apps out there that are made to enhance our work. Email marketing, customer support, accounting, document management, collaboration, team and workflow management, project management software are just a few of many that are available. And there are 3 types of integrations
If you integrate your CRM app with other tools, it will become a productivity and success powerhouse. Your team will avoid extra paperwork and will be able to fully automate most of the processes.
Use Zapier to automate your work even more. It’s one of the best apps for work automation. “Zapier is a web automation app. With Zapier you can build Zaps which can automate parts of your business or life. … Zapier supports hundreds of apps. You can mix and match triggers and actions to automate just about anything.”
Sounds great, right? Let’s look at how to smartly apply this solution to your online business on the example of integration between Pipedrive and Shopify via Zapier:
Interestingly, this way of integrating relates to the first smart solution for e-commerce on the list — implementing CRM software. That’s because integrating other tools to your CRM system makes processes even easier and more agile.
Now, this type of integration relates to the fourth point — outsmarting your competition. You can not only increase conversion but quickly make the customer choose you, not the competition. This brings us to point three — retention. If you take care of the customer who abandons cards, you are likely to gain a new loyal one. And increase retention as a consequence.
Undoubtedly, it’s best if you use all these 5 elements together. They are very much interconnected and work best if applied en masse.
They say that if you care about your employees, they will take care of your customers. Don’t forget that the only way to achieve success and increase the sales of your online store is to be dedicated to your work and treating your employees as a second family.
As a customer, I am personally loyal to those online stores that care about my needs, are interested in my opinion, and quickly resolve conflicts (if there are any at all).
Thus, implementing CRM solutions is great but keep in mind that it also serves your customers and your employees.