E-commerce has been the game-changer for how business is conducted. Previous evidence suggested that customers favour online shopping over retail shopping, but that is not true. On further inspection, it was observed that while e-commerce will become a trend, purchases will still be made in-store. No more than 12.8 percent of the retail market includes e-commerce by 2019. CRM for shops have gained sales as the retail industry went on to grow.
Customers have used e-commerce more for research purposes rather than buying it online. They still prefer to touch the product, examine it personally, and decide after trying it out. Using e-commerce, they compare the prices and pick from the best possible option.
After the pandemic factor, people resigned to buying products online for their safety. But as the situation improves, they have begun to go back to retail purchasing.
While the year 2020 has not proven to be profitable for retailers, it has ensured that they offer their customers both online and offline options to stay in business and improve it in case any unprecedented change occurs.
The personal experience of interacting with the product is what makes it personal for them. Customers enjoy personal service very much. It does not necessarily mean a store assistant guiding them; most like to be left to their devices.For example, while buying clothes, the customers can try them out without relying on images online. It allows them to feel more confident in their purchase.
E-Commerce has Choices
It has been established that no matter which shops we visit, our options will be limited compared to online shopping. Besides, online stores are cheaper as compared to retail shops. When there is no need to pay for rent, utilities, fixtures, payroll and such, e-commerce businesses give out cheaper rates to the customers, making them more appealing. For any client out to shop, this can be extremely tempting. CRM for e-commerce websites allows sellers to gain consumer data and address their queries instantly.
What role does Retail CRM play?
Retailers can adopt a CRM to ensure that their customers get the possible experience of both in-store purchasing and e-commerce. Using gathered information and analytics, Optimiser CRM can let customers and employees take advantage of both e-commerce and retail. The best retail CRM software, Optimiser, comes with a Shop Suite equipped with powerful automation and AI-enabled insights that will allow one to combine both.
Altogether, a retail CRM provides an efficient solution that makes the employees far more productive and customer data management seamless. Without having to lose the in-store experience, customers can efficiently shop at their convenience and save time.