Freshsales The Best Free CRM Software For Merchant Sites

Freshsales is the best CRM software that most e-tailers use today. This free CRM solution is beneficial for online stores that want to manage their customer contacts through a simple interface. This program helps address different stages in the sales process. The core functionality of Freshsales includes prioritization of sales opportunities and effective sales optimization.

In addition, this CRM software has won several well-deserved customer satisfaction awards. Indeed, the application presents a very intuitive interface with several sales and lead qualification features. The other advantage of this CRM solution is the possibility of centralizing all customer data (telephone, events, emails, etc.). It should be noted that Freshsales offers a free version for life and an unlimited number of users and contacts.

Bitrix24

Bitrix24 is complete software for e-merchants who need to manage their daily tasks and CRM. With this tool, you can manage your contact center and create websites. Unlike some CRMs, Bitrix24 does not work in Gmail. However, it has an integration that syncs your emails with the platform.

This free CRM system provides your e-commerce site’s tools to manage its pipelines. Thus, it gives your online store a sales funnel, sales reports, and support for repeat sales. Finally, the accessible version of this CRM software offers unlimited users and 5 GB of storage.

HubSpot

It is one of the most used CRMs for merchant sites because its free plan offers many features (paid by competitors). The Hubspot software is a CRM but provides several marketing features. In its free version, this tool offers an unlimited number of users and allows the addition of 1 million contacts.

To facilitate your daily organization, HubSpot allows you to activate the automation of the creation of contact or follow-up tasks. In addition, the tool enables the everyday life of your sales representatives and allows them to devote themselves entirely to managing prospects and customers.

Additionally, HubSpot’s free plan gives you access to marketing tools. With the latter, you can create up to 20 landing pages and forms that can be integrated into your merchant site. This CRM software also allows sending emails (up to 2000 per month). Finally, a chatbot is also available free of charge to respond quickly to various customer concerns.

Zoho

Zoho CRM is one of the applications developed by an Indian company of the same name (Zoho). This free program offers different features to meet the needs of online sales sites. Zoho CRM’s interface is simple and user-friendly, whether on a computer or smartphone. This CRM software is ideal for lead and sales pipeline management.

In addition, Zoho offers a personalized dashboard for each salesperson. The latter consolidates tasks, meetings, and a summary of business actions in one place. Your salespeople, therefore, have a centralized view of their CRM and no longer need to compile different sources of information. Thus, the members of your sales team will be able to process the tasks one after the other without having to leave the interface.

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Let’s start at the beginning. When we talk about CRM, what are we talking about? CRM is the acronym used to refer to “Customer Relationship Management”. And what does all this imply? The definition of CRM is 360-degree management of sales, marketing, customer service, and all contact points (call center). We are fully immersed in the digital transformation era, a scenario in which the relationship with consumers also evolves, thus reaching a new concept known as customer experience.

With What Tools Can We Enhance Our CRM

The tools that we will integrate into the system as sources to collect future data are essential to take full advantage of our CRM and make efficient use of resources. And that is where the integration of the CRM with the company’s communications can make each call with the client a beneficial source of information to individualize it and guarantee sufficient and exclusive attention. It will always be oriented towards obtaining its loyalty and always thinking of increasing the volume of sales.

VoIP Switchboards To Improve Our CRM

Those systems that work with IP technologies, such as the software we use in call centers (unlike traditional physical exchanges), allow communication from anywhere through a device with internet access. These systems can be optimally integrated into the company’s CRM as they are hosted in the cloud, safeguarding the data above the durability of the equipment and facilitating the hybrid model. Thus, a worker from home could work just as if he were in the office by integrating the Softphone of his computer with his corresponding CRM.

In recent years, we have seen a fundamental change in the way customers communicate with organizations, especially in telephone contact centers (call centers). These CRM systems that manage sales and service interactions with customers are becoming more sophisticated. Always helping companies provide a more personalized interaction with customers and understand customers’ needs to sell to serve their products and services better. As these call center processes become more sophisticated, it becomes critical for companies to track and manage contacts between departments for both internal exchange of information and external communication.

We can safely say that the most important key to a thriving call center is your ability to assign and manage phone calls, emails and chats with customers. To do that, call centers need a solid database of customer contacts, and for that, we need a good CRM that works well. Suppose company representatives can easily access data about past customer interactions. In that case, they can quickly assess the issues a given customer faces and develop a solution in less time while creating a better overall experience. The different departments involved in customer service must share information seamlessly, without unnecessary delays or errors.

Finally, it is important to bear in mind that, by having the VoIP switchboard and CRM integration, you will be able to automatically identify the data of each interaction without having to go to an external source of information or leave calls or put them on hold, for example. In this way, team members can effectively provide personalized treatment to each client. It is also possible to write down, modify and save any data relevant to the ongoing communication, and even create new contacts and send emails or messages simultaneously.

The latest information will be automatically registered in the system, with all members of the company having immediate access to it and creating a synergy between departments, which translates into optimal customer service, After reading this, we can appreciate that the significant advantages of integrating communications with the CRM are the rapid identification of the client, the possibility of creating the file in a first call, the collaboration between departments within the client’s file and, above all,, the increase in sales.

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The Integration Of A Visual Assistance Solution For Greater Customer Satisfaction

Startup at the forefront of innovation, Vibe has developed a powerful video assistance system. Its visual assistance solutions integrate with platforms like Zendesk, which provides businesses worldwide with customer service software. The Zendesk platform already offered its customers the most varied means to reach after-sales service. The assistance could indeed go through the telephone, a messaging system, or an online conversation. This system indeed allows more excellent proximity with the customer.

In addition, this one is better able to explain the problem which it encounters. This visual aid also helps technicians to refine their diagnoses. This makes it easier for them to give concrete indications to customers. Likewise, they can show them what to do to solve specific problems. So technicians travel less often to customers’ homes. These less frequent interventions allow companies to save money.

Better Indicators

By enabling more positive customer feedback, integrating a visual assistance solution is a key element in the successful development of a business. This is the case with the first contact resolution rate, or RPC, called “first contact resolution,” or FCR. As its name suggests, this indicator measures the proportion of support requests that receive a solution from the first contact. The development of alternative tools for technical support, such as this visual assistance solution, results in a significant increase in the first contact resolution rate.

The integration of a visual assistance solution also influences the “net promoter score,” or NPS. This indicator makes it possible to assess the degree of customer satisfaction and their intention to remain loyal to the company. The contribution of this visual support leads to a considerable progression of this indicator. Indeed, entrepreneurs realize that more satisfied customers tend to become ambassadors for the company thanks to its introduction.

An Enrichment Of The Ticketing System

To optimize the performance of your business thanks to a well-designed CRM, it is therefore essential to add a visual assistance solution. The ticket designates a customer relationship management tool. It records each complaint and each request for information. Designed for this purpose, the software centralizes all tickets in one place. This makes it easier for the customer to monitor the follow-up of his request.

However, the integration of a visual assistance solution makes it possible to enrich the content of tickets. If the visual aid allows the technician to provide more special assistance to the customer, it also gathers additional information on his needs and profile. This innovative assistance solution allows the company to kill two birds with one stone: it improves customer service and contributes to the company’s growth.

Designed by startup Vibe and integrated with customer service platforms like Zendesk, an innovative visual assistance system can only drive companies that adopt it. By giving an additional dimension to the contact between customer and technician, this device reinforces the effectiveness of the intervention and increases customer satisfaction. Thus, integrating a visual assistance solution with a CRM, in other words with a customer relationship management system, is one of the best ways to boost the performance of your business.

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Nobody is aware that the Covid19 pandemic has caused an earthquake in consumer habits and consumers’ relationship with the companies that provide them with products and services. It is time to review many valid approaches a couple of years ago and update business processes with modern IT to adapt them to new demands.

Business management software such as ERP programs and CRM solutions are the backbone of digitization that eliminates manual tasks, making corporate data profitable and making companies more competitive.

The New Challenges In Customer Management

Many companies have already proven the usefulness of CRM programs to increase the productivity of sales teams, improve and facilitate sales processes, and increase customer satisfaction to achieve loyalty. But now, we have to take another step.

Digitization has also entered into a whole habit of consumers using mobile devices, RRSS, and online stores to buy and communicate with businesses, leaving a trail of countless data that can not be underestimated and should be incorporated into the trade flow.

On the other hand, the CRM solution cannot be limited to the commercial sphere. It must also be a critical application for the marketing department and the customer service area. Its use should be reinforced, allowing the integration of the CRM with the corporate ERP to, for example, directly integrate orders or consult any administrative information, and also its communication with other programs such as the eCommerce management solution.

Keys To Reviewing The Effectiveness Of CRM Software

Being aware of these challenges facilitates the evaluation of the corporate CRM to detect if it is obsolete, and it is advisable to renew the software for customer management.

The CRM must adapt to the digital transformation is not enough to have already implemented. There is no use investing in other resources without paying attention to this critical one. The CRM program has to go hand in hand with the company’s evolution to respond to the new opportunities and scenarios that arise.

It is time to check if the CRM is not very flexible and does not incorporate the challenges that we have previously pointed out: new sources of digital data (HR, emails, audios.), integration with ERP or eCommerce software, etc.

Another clue to detect the need to update the CRM program is to assess its use. If it is complicated or has too many empty functions of value, it will not be attractive. Have an optimal user experience is critical to ensure acceptance among staff and get the most out of it. It is a question significant to consider since the new workers are digital natives accustomed to using intuitive applications in their private lives.

Both the speed with which business is carried out today and the demands of workers require having a CRM that facilitates the mobility of employees and access to analytical tools that enable and optimize their decisions. It is another point to take into account.

Sage CRM Benefits For The Commercial, Marketing, And Customer Service Area

In this evaluation list, it is also necessary to consider the relationship with the supplier if you respond quickly and efficiently to the company’s demands, whether in the face of a problem or a request for improvement.
Drawing on our extensive experience working in SMB technology, we rely on Sage CRM to address today’s business requirements.

The Sage CRM program provides an intuitive interface, personalized dashboards, workflow automation, mobility solutions, and web self-service, among other benefits, that improve team productivity and customer communication.

• Commercial Team: Comprehensive vision of ongoing opportunities to choose the most profitable ones and their evolution in the medium term to make correct business decisions. Completion of administrative tasks, estimates, and orders in a couple of clicks.

• Marketing Department:
  Simple campaign management.
  Planning all the details.
  Controlling costs.
  Measuring the ROI of the initiatives.
  Through Social CRM, access to customer conversations in RRSS to get to know them better. With the subscription to the email marketing solution Sage eMarketing, you can access templates, innovative delivery, automated drip campaigns, tracking openings, clicks, and returns.

• Customer Service: Tools to know what the interests and concerns of customers are. From the dashboards, staff can monitor the relationship with them to anticipate any incident and achieve customer loyalty proactively.

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In the analysis of the consequences of the crisis generated by the Coronavirus, it has been verified how those companies that had advanced in their Digital Transformation have been able to react more favorably than those that were more delayed.

Now is the time to accelerate it to be able to respond to the new habits of a consumer more unpredictable than ever. An advanced CRM program capable of meeting the demands of this new scenario is an essential tool to understand your unique aspirations and to be able to optimize and make all business decisions profitable.

CRM Software As A Centralized Collaboration Platform

Whether it is modernizing CRM software by integrating new functionalities, migrating to an optimal CRM or deploying a CRM solution for the first time, it is essential to choose a customer management program that is not limited only to the sales area but behaves as a centralized platform in which to manage the processes of the IT support services.

In the ‘new normal’ in which teleworking is present in all areas of the company, it is essential to have an online CRM program that its users can access from any location.

The ability to serve the needs of various profiles, not just the traditional commercial one, and its mobile availability through any device makes the current CRM a collaboration solution for all departments linked to sales.

An Advanced CRM Program To Renew The Business Strategy

It is also essential to opt for flexible and open client management software that allows its integration with other business solutions such as ERP. Integrating the CRM and ERP allows extending their functionalities by being able to access administrative data about a client that can determine the focus of a commercial and marketing initiative.

Through the CRM software, sales, marketing and communication, customer service and support staff can consult all kinds of data, both historical and active and future operations. In this way, it is possible to have a global vision and at the same time to the detail of the Customer Journey, the customer journey in our company.

Renewing the business strategy by incorporating an analytical CRM with Artificial Intelligence allows analyzing the desired variables applying patterns to get the best action recommendations, even in real-time.

How To Attract And Retain The Customer Of The ‘New Normal’

With the Coronavirus pandemic, we are all experiencing a new way of approaching our day to day life. If it has always been essential to take utmost care of the customer experience, now that care must be redoubled. Closing business operations in these times of economic instability has excellent value. You have to build customer loyalty like never before.

A management software CRM innovative customers and allows deploy strategies to that end:

• Loyalty Programs: It is easy to generate these plans and manage them by watching their evolution through cards, coupons, invitations.
• Personalized Relationship: You are sending messages to personal email accounts, communications calling you by name, showing you that we know your tastes and your relationship with our company. All your purchases are recorded in the CRM. The data of your relationship as a consumer is exploited to prioritize one or other marketing and loyalty initiatives.
• Use Of Bots: Artificial Intelligence applied to a tool that offers automatic support to customers. This tool provides the immediacy that customers demand when contacting companies.
• RRSS: Ability to establish direct contact with consumers and empathically connect with them to communicate news, resolve doubts and share all kinds of information.

Custom Vertical Solutions With Sage CRM

His in-depth knowledge of these business solutions allows him to deploy vertical software to manage specific business processes that can be customized according to the needs of each company:

• Order Management Solution: Allows sales representatives to register orders from CRM to ERP directly.
• Expense Management: Automate and simplify its validation and control.
• Claims Management: Turn a complaint or request for a business opportunity.
• Management of Commercial Control Visits: Find out if your distributors or franchisees are selling your products according to the conditions agreed in the contracts.
• GDPR Management: Easily comply with the processes related to obtaining explicit data consent and its subsequent treatment.

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