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.
