E-commerce CRM
When the same person shops from the website, the app and the marketplace, they look like three separate customers in the system; that is why who is really valuable, and which channel the budget pays off in, cannot be measured.
Web, app and marketplace records merge on the same customer card through e-mail and phone; the last purchase date, the frequency and the amount are fields on that card.
- Merge website, app and marketplace data into a single customer record
- Let an abandoned cart fall in as a record; set as a rule how long afterwards the e-mail, SMS and push notification goes out
- Measure customer value on the recency, frequency and monetary (RFM) axis
- Compare the performance of marketplace, web and mobile channels side by side
- Connect a single WhatsApp number to the team inbox and have conversations assigned by the rule you define
| Single Customer Record | Web, app and marketplace records are merged on the same customer card through e-mail and phone; duplicate records are reduced to a single card with a merge operation. |
|---|---|
| Abandoned Cart Recovery Flow | An abandoned cart falls in as a record and opens a follow-up task; how long afterwards the e-mail and WhatsApp message goes out is set as a rule during setup. The store connection is built specifically for the project over the API. |
| RFM Segmentation | The last purchase date, the frequency and the amount are fields on the customer card; the segment comes out of lists filtered on these fields. |
| Channel Performance Analysis | The channel is a field on the order; the comparison of turnover and conversion by channel is taken from the report on that field. |
| Returns and Exchange File | A return request is a file tied to the order's own record; the reason, the shipping tracking number and the decision sit in fields, and the notification going to the customer and the confirmation coming from the warehouse accumulate under the same file. |
In e-commerce the same person browses from the app in the morning, buys from the marketplace in the evening and writes about their problem over WhatsApp. When these three contacts are kept in three separate places, sending a "special for your first order" discount to the customer placing their tenth order is all too easy; the campaign budget is spent on the audience that is loyal anyway, and the undecided ones never come back.
Rapitek CRM writes the data of the three channels into the same customer record and calculates the segment from this merged history. Because the WhatsApp conversation also falls into the same record, the history of the conversation stays with the team even when the person who made the sale and the person who answers the message are different; when staff change, the relationship built with the customer does not leave along with a personal phone.
