What is the best CRM solution for e-commerce sites?

What is the best CRM solution for e-commerce sites?

The best CRM solution for e-commerce sites is HubSpot CRM. Its commanding free features are tough to beat, besting even some of the other paid solutions on our list. It provides a solid foundation to build your customer-facing apps like marketing, help desk and sales software, helping you nurture customers into loyal partners.

In this article, we will look into what makes HubSpot CRM the best solution for your e-commerce ventures. Then we will discuss other leading CRM tools that are also worth examining.

CRM has proven to be a smash hit for e-commerce businesses, delivering concrete returns to the tune of $8.71 for every dollar spent, just one of the numerous reasons for using a CRM system. It serves as a strong reason to make the most of such platforms. For smaller enterprises and even startups, it offers a straight pathway to level the playing field and compete with their larger, better-financed rivals. In America, the fact that eight in ten Americans make purchases online is proving to be the real engine behind such massive development.

What are the best CRM solutions for e-commerce sites?

While CRM software is certified to bring a lot of positives to any business, especially e-commerce sites, what is most striking among these is how it has brought back the good old value of showing a human face to customers while at the same time forging a path to continued, ever-expanding revenue. This is in great contrast to the scattered-data era of the past when any client was just a faceless, anonymous number in a database. So if your online business reaches out to buyers around the globe, CRM can lend a personalized touch to your transactions. Contrary to what you may think, these platforms are a lot like CRM systems for retailers, helping you close that much-needed sale.

What if, in a market filled with quick, impersonal transactions, you could bring the feel of personal small hometown business to your e-commerce, one where everybody knows everybody else, and the merchant at the heart of the market knows a good deal about his clients? CRM platforms for eCommerce sites can help you achieve this, and a great deal more.


A 2018 marketing report revealed fashion sites to have the lowest cart abandonment rates at 69.1%, while travel sites have had the highest at 81.1%. Among the methods to recover these abandoned carts, cart abandonment emails prove to be the most effective, with a 48% open rate. A CRM that is tightly integrated with your ecommerce should have no problem providing you with this crucial functionality. The top CRM solutions discussed below will help you keep in touch with your market at every stage of the customer journey.

crm for ecommerce

1.  HubSpot CRM

When we mentioned smart data taking over big data, we of course meant that much of that smart data is all about relevant and helpful content to give a strong signal that your brand is not all about air, but instead also driven by substance and value that any customer would appreciate and guide their loyalties to your brand. Simple enough on paper, but how to execute in the real world?

In the real world, it means delivering trustworthy information with your brand at the heart of it, spread across channels like blogs, search engines, and social media.

Once you appreciate the power of content, you will see why HubSpot CRM specifically tops our answer to what is the best CRM solution for e-commerce sites: with HubSpot, you get to learn the ropes of inbound marketing and master it in no time, leading you to earn a reputation as an active influencer in your business category with masterfully crafted content for blog, search engine, and social media channels. All these you get from the free HubSpot CRM. This clearly makes the case for HubSpot being one of the top 3 CRM software currently in the market.

You can easily sign up for HubSpot free app here.

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Once you’ve taken the steps in this direction, be prepared to see how building trust and credibility will give you the kind of customer base that you would love to keep for the life of your business, even if means devising the trickiest loyalty programs you could dig up in your business war arsenal.

Specifically, HubSpot CRM for e-commerce features the following:

  • Personalize your marketing
  • Convert traffic into sales
  • Track and attribute revenue

And since HubSpot already integrates so well with a host of other offerings like Shopify, Ecomm Bridge, Groove among others and implemented in Windows, Mac, Android, and iOS, you will find HubSpot a leveling-up proposition hard to ignore.

2. Salesforce Essentials

Salesforce is a popular SaaS giant in the CRM category that brings feature-rich products for an end-to-end customer success solution. To tap into the small business market, the vendor built Salesforce Essentials – an easy to use software for sales and service. Salesforce Essentials is a crucial tool you can use to empower your e-commerce site.

Salesforce Essentials can help you sell smarter. Salesforce specializes in providing personalized customer experience. By getting to know your customers well, you can close deals faster. It also eliminates manual data entry on spreadsheets by automating how you track emails and contacts and syncing information right into the system. This way, you free up your time to focus more on selling. Furthermore, you see a single, customizable view of your sales information to identify valuable contacts and follow up on leads.

Salesforce Essentials is also optimized for any device. Users can access data and manage leads, opportunities, accounts, and contacts even when on the go using your mobile device. Streamlining your processes and workflows enables you to be more productive and sell more anywhere at any time. The tool is also built for scalability; you can add a wide array of apps to extend the software’s capabilities. More benefits make a Salesforce vs. HubSpot comparison a legitimate undertaking.

Since Salesforce Essentials is built for small businesses, subscribing to the software takes a low initial investment at only $30/month. If you opt to pay annually, the monthly cost of the Essentials plan is $25. You can explore the software for 14 days when you sign up for Salesforce Essentials free trial here. Use this trial to determine if the software is suitable for your eCommerce business’ CRM needs without spending a dime.

3.  Pipedrive

Pipedrive helps you process huge volumes of sales and customer data to effect meaningful insights, such as your top lead sources, least effective campaigns or highest-grossing buyer persona.  And with a highly visual sales pipeline, it’s easier to spot prospects that are stuck in the middle of the funnel; untapped leads that Pipedrive can help surface at a glance.

If you have large untapped leads, you would want to make the most of them to help improve your revenue. But the health of your sales and leads would also depend on a number of factors, and while there is a way to do it manually, the task could be so daunting as to generate any meaningful conclusions and insights, especially about little those nooks and crannies where your team could have done better. So you’d want to adjust how the team works around your objective.

Before you could fine-tune your e-commerce activities for better results, you will need a good picture of how your sales is performing, to spot those areas that are presenting difficulties to the team involved. Pipedrive CRM reports will do just that, offering the insights gathered by the software after looking deeply into the sales process and activities.

And while humans are prone to forget, Pipedrive is not, constantly sending activity reminder emails, mobile notifications and alerts where a decisive lead and closing opportunities are concerned.

Despite the rise of social CRM, email marketing remains a decisive part of e-commerce; for that, Pipedrive keeps a watchful eye on those emails that it sends and receives for you, while staying alert for when the recipient reads those, so you won’t have to fret about how the communication went along with the other party. You can give the software a test drive at no cost when you sign up for Pipedrive free trial here.

4.  Freshsales

Along with reining in inert wishlists and abandoned carts, e-commerce also means effectively managing leads from multiple sources: emails, Google ads, your website, chat and others.

With Freshsales, you have an e-commerce CRM that captures all these leads automatically, eliminating the need for all those disparate tools for lead management and locking useful leads safely away for revenue conversion. What you get is a way to a comprehensive customer profile, a more meaningful set of data that modern businesses would no longer be able to do without if they want to have the slightest chance of competing in the marketplace. Checking this feature is possible when you sign up for Freshsales free trial here.

Crucially, that customer profile compiled by Freshsales could count, among other things, the prospect’s history of actions on your very own website: abandoned cart, searched for specific ideas, clicked on recommendations and the like. From all these you see what offers and packages piqued their interest, allowing you to design targeted personalized emails.

In essence, Freshsales gives you access to the future of e-commerce: gathering leads from social media and other online sources, tracking their behavior on the pages they visit, ranking and scoring their potential based on pre-defined parameters, and helping you design target-specific marketing campaigns through emails, templates provided.

5.  Zoho CRM

Citing a recent study showing that 25% of live chatters made 51% to 75% of their purchases on the web against a mere 10% of those who did not, Zoho CRM nudges customers to add a live chat software on their e-commerce stores to engage online store visitors and encourage them to purchase on impulse.

Zoho CRM’s e-commerce live chat solution also targets another common e-commerce problem: online shoppers who abruptly end their checkout sessions following the discovery of unsuitable delivery options, payment security and generally bumping into other unexpected costs. By conspicuously placing a live chat software inside the shopping cart, the online store can group, monitor, and share essential information with visitors who are not progressing smoothly at the checkout page. The live chat feature is readily available for you to check out if you sign up for Zoho CRM free trial here.

Aside from tracking and engaging visitors, Zoho CRM may be set to yield key visitor insights and furnish vitally important lead scoring for helping design more intuitive sales campaigns.

6. amoCRM

amoCRM is the instant messaging specialist in our list of CRM solutions for e-commerce. In our age when instant messaging is taking over the world, there’s not a moment when social and business messages are subtly crossing the line. How many sales are made by that one simple catchphrase from a colleague, family or friend to another gushing about that one last purchase, and the recipient quietly checking out the item after the conversation?

Businesses have taken notice, and amoCRM is quick on its feet powering up its CRM engine to latch on to the major global instant messaging platforms—Facebook Messenger, Telegram, WeChat, WhatsApp, Viber and Skype—through the use of chatbots, so the most minimal human intervention is required. That means your CRM contact and lead databank simply expands as you go along processing the most promising leads of the lot. It’s the intensive AI-way to implementing CRM, and amoCRM gets you there in no time.

Of course, amoCRM is not limited to just instant messaging platforms: it’s as at home pulling in prospects and leads from your email, as well as websites where your potential buyers congregate, like YouTube.

7. OnContact

If you are already operating a website or an online storefront, OnContact CRM by Workwise works around the clock to gather information about your customers’ latest purchase or most searched item, feeding you the crucial information to build your personalized sales and marketing campaign to great effect. It also stands on guard when someone places items on the shopping cart but left them there without completing the buy transaction, instantly alerting you about the event.

You could set up OnContact CRM to be ready for such events too, with specific email templates that you could send right away or tweak with minor changes before doing so. This function alone is a great boon to any business, but of course, your eCommerce venture could also use some help in supplying essential lead or customer information which OnContact is specially designed for.

In terms of segmenting your CRM customer profiles, OnContact goes a few notches higher, providing a state-of-the-art mapping technology that lets you organize your contacts via geographical segmentation courtesy of Google Maps. Your agents would be delighted to see which competing company agents are on their territories, enabling them to gain an immense upper hand over their business rivals with better preparations.

8. vCita

vCita’s approach to ecommerce is more direct and traditional, concluding with a client portal with its payment services that ties up all the lead generation, development and closing that the CRM tool lays out for prospects and customers.

Lead generation with vCita starts with widgets and forms that live on your landing pages. A hyperactive “Schedule Now” button on every page nudges your visitors to that crucial first step to a successful sale, helped by call-to-actions (CTAs) populated by key information to ensure the prospect does not miss an important point while on the purchase journey. You can sign up for vCita free trial here.

The application takes care of capturing and storing all the visitor information that you would need to open and conclude a deal, along with the timely notifications to alert you on a visitor who expressly wants to make a deal. The CRM handles the calendar and bookings even when you are asleep, a function that business owners could only dream of before.

9. Copper

If you regularly use Gmail for your e-commerce communications, then Copper with its right-out-of-the-box Google integration could be the missing crucial piece to a satisfying and successful e-commerce journey.

Copper sends collaboration on any single lead or customer to another level, capturing each interaction moment by any of your team members automatically. The application then lays out each stage of the sales thread right before anyone currently dealing with the customer, allowing the active agent to proceed talking with the person smoothly with a view to finally seal the deal.

The approach will please your customers who would never have to start all over again with each different agent that he or she is currently dealing with, while the agent could confidently proceed with the most important task at hand rather than fussing about gathering and connecting all the supporting pieces of data that matter to the client on the other end of the line.

Since ecommerce is ultimately about selling, Copper delivers by making it easy for an agent to seek the assistance of any team member who has already dealt with a current prospect or client, in case another agent has clearly more insight to provide about the customer.

10. Revamp CRM

Among the CRM applications on this list, Revamp CRM is the one that dives deep head-on into the ecommerce space with its equally deep integration with the big ecommerce players right now, including BigCommerce, Shopify and WooCommerce. It syncs automatically with these platforms, which means you get front feet on where the most lively shopping, searching and selling are taking place.

The sheer amount of leads fetched could easily overwhelm you, but Revamp CRM steps in to conveniently group them away using more than 40 filters. With that, you could simply pull up any detail that matters to a prospect you are currently dealing with.

At the end of the day, your ROI is still going to be your key yardstick. Along that line, Revamp CRM will look into your records and see which of your customers are worth spending more effort on than others. Your most loyal, repeating customers should pop up there, along with the ones that are habitually spending way more than the rest of your customers.

Shopping carts that get waylaid along the route to payment are always going to cause concern for any business, and Revamp CRM is all powered up to meet those challenges, tracking even canceled orders so you find a decisive way to better address them. Revamp CRM could also get busy with your ad campaigns across multiple channels, getting you all the decisive information to build your growth on.


While we have presented a solid list of options for the best CRM solutions for e-commerce sites, nothing beats actual firsthand experience using any of these so you know you have a perfect match for your specific requirements. For that, you might want to proceed with the product trial periods on offer, or if you feel you need more ground covered to make a good decision, you may want to delve more into e-commerce solutions out there. Fortunately, we got that covered too, and one you might particularly want is this article on the benefits and features of e-commerce solutions, along with their pricing structures.

Is Your eCommerce Leveraging CRM?

For businesses relying on online commerce, it could mean providing the critical data sets to launch a campaign to go after those subscribers who accumulate a good number of products on their wishlists or those who suddenly abandon their carts at the last minute: there is still that matter preventing the subscriber to press that last button.

There is no way of knowing this in the past about the largely anonymous user, but the modern tools provided by leading CRM companies now offer a wealth of information culled from the user’s personal buying patterns as well as some factors revealed only through social media. So going back to that abandoned cart, perhaps there’s that one feature about the product that he or she is still missing (or any of the reasons cited by the Baymard study), and now you know from their social media posts just what that is.

The resulting action from the business should be straightforward from then on. There is power in CRM, and all of it depends on how smart you go about the data lying in front of you. Big data is no longer enough. Smarter data is more like it these days and very likely in the future, too.

Adam Goldberg

By Adam Goldberg

Adam Goldberg is a senior market research analyst and one of the key customer experience technology and CRM pioneers working for the FinancesOnline review team. He has been cooperating with FinancesOnline for over 5 years now. During that time Andrew has analyzed more than 2,000 CRM solutions and he’s well-known for his honest reviews and his unique perspective on challenges and opportunities posed by customer-centric innovation. He’s a strong believer in business process automation and the role it plays in customer data management, conversational intelligence, and customer engagement. His work has been mentioned in many major publications and media sites, including MSN, Springer, TheNextWeb, and CIO.

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