The Top 10 CRMs for E-Commerce & Retail Shops: Tools to Streamline and Increase Customer Satisfaction in Short Order

Today’s eCommerce and retail brands face serious competition from all angles of the market—it's no longer big-box versus big-box and mom ‘n pop versus mom ‘n pop. The online world has created a space where all brands are equal, at least in terms of access, and the only thing stopping your brand from being as powerful and visible as brands like Amazon and Walmart is using the right tools to get there. 

Fortunately, you’ll find that there is no shortage of tools available, including one of the most valuable to the future of your business and your customer relationships: CRM software. Also known as Customer Relationship Management software, these platforms are designed to provide a comprehensive, holistic approach to customer management to improve satisfaction, increase retention, and drive sales through brand image and loyalty. With so many solutions available today, however, how are you supposed to figure out what’s best for your retail brand? 

Naturally, the needs of your business will depend partly on its size and style of eCommerce. A small drop-shipping brand or contractor is going to have vastly different needs than a brand like Amazon, or even a slightly smaller brand like Etsy. Thus, a customizable and scalable solution is a must and it’s going to be most effective if it offers integration with the software that you already use, such as programs like Salesforce for sales management or Google Calendar for scheduling. 

Not only that, but you need to maximize the services and solutions offered by this software and consider integrating it with a better customer service solution, such as our dedicated virtual receptionists, who can be the face of your retail brand 24 hours a day, seven days a week. They can offer assistance with live phone support, live chat, chatbots and messaging services, and more. 

To help you find the right CRM that offers the tools you need to take your brand to the next level, we’ve done all the research for you. We sorted through some of the best CRM platforms on the market today, sorting out the top 10 CRMs for eCommerce and retail specifically, with a focus on those that offer easy integrations and more “all-in-one" resources for small eCommerce brands. 

Plus, you can integrate all of these tools with your Smith.ai virtual receptionists, who can handle all customer inquiries.

1. Salesforce

Salesforce is one of the leading CRM tools across all industries, offering a variety of dynamic, customizable relationship management tools that integrate with sales and marketing platforms, email servers and calendars, and more. 

There are several versions of Salesforce directed toward different industries, including a dedicated out-of-the-box solution for eCommerce tailored specifically for small to midsize brands. You’ll find several deployment options, including native apps for iOS and Android. 

In addition to its ready-to-go features, Salesforce has plenty of customization features that allow you to create the perfect CRM for your brand. And it all comes with dedicated Salesforce support. 

The key features of Salesforce to keep in mind include:

• Free Option? No, but a free trial is offered
• Price: Plans start at $25 per month
• Cloud-based, SaaS, and web-based deployment and access
• Native mobile apps for Android and iOS
• Ready out-of-the-box, but also customizable and scalable when needed 

2. Zoho CRM

Zoho CRM is a platform that offers brands a scalable, affordable solution that provides more than people expect for the money. Standard plans start at $15 per month and come with rich reporting and more features than the average CRM. 

Zoho also has support for cloud deployment, browser access, and Android and iOS apps. Plans come in various sizes and can be scaled to your brand’s specific needs. The brand also has some of the best AI in the industry, including machine learning algorithms that will boost business. 

You’ll love that Zoho CRM also integrates seamlessly with other software platforms, apps, and tools that you use to run your eCommerce business. 

Check out the features of Zoho that stand out:

• Free option? No, but a free trial is available
• Price: Starts at $15 per month
• Cutting-edge AI integrations and tools
• Sales forecasting tools
• Unified platforms for integrated collaboration
• Custom application development for individual businesses and brands

3. HubSpot CRM

HubSpot CRM is one of the best free CRM tools on the market today, which is what brings it to our list. As an always-free option, HubSpot also has upgradable plans and services available for those who need them. 

Users will find HubSpot CRM to be very intuitive and user-friendly, offering several customizable features even within the free platform. Dynamic sales reports, customer experience tracking, and other analytics help keep your brand on track with customer experience management, while the integrated platform ensures that your entire software stack works together to help your eCommerce business run more smoothly. 

With HubSpot CRM, you can segment users, share information across departments, and develop a robust, centralized customer database to fuel the growth of your retail or eCommerce brand. 

The best features of HubSpot CRM include:

• Free option? Yes
• Price: Free, with premium/paid subscriptions available for advanced features
• Contract-free CRM software 
• Rich, robust analytics, even without paying for a premium subscription
• Detailed customer segmentation options
• Plenty of user-generated forms and customizable content

4. Copper CRM

Copper CRM is a dedicated retail and eCommerce CRM that is focused on helping improve sales through customer relationship management. This platform integrates seamlessly with G Suite. 

Copper CRM is focused on helping brands build better relationships to improve their sales efforts. It offers intuitive workflows and communication tools to help create productivity in less time. It launches quickly, is made for closing, and will get your eCommerce brand on top in no time. 

For automation, Copper delivers yet again. There's no complex coding, automation tools are just integrated to make form fills, task assignments, and other routine tasks the responsibility of the AI so that your team can focus on sales.

Check out the following features of Copper CRM:

• Free option? No
• Price: $19 per month, per user starting
• Detailed customer support and resources, including articles and webinars
• Easy website integration
• Integrates with Slack, Mailchimp, and other common tools

5. Agile CRM

Agile CRM is a unique platform that uses cloud-based and open-source technologies to provide a robust CRM solution for eCommerce and retail brands. The platform offers appointment booking with an integrated calendar. There is also a rich real-time analytics program and a helpdesk is available. 

The Agile CRM solution is all about agility and scalability, creating an opportunity for many small businesses and eCommerce brands to make their mark with better customer management without spending a small fortune. 

Agile CRM can be deployed on the cloud, SaaS, or web browser. It also has native iOS and Android apps and comes with 24/7 online support, training and webinars, and more. 

Agile CRM has several benefits, including the following highlights:

• Free option? No, but there is a free trial
• Price: Starts at $8.99 per month, per user
• Scalable, agile solutions for small to midsize eCommerce brands
• Powerful, yet affordable option for CRM

6. Capsule CRM

Capsule CRM is a unique, focused CRM solution that aims to contain customer data and needs within individual “capsules” so that it is easier to run the business from the top down. Capsule integrates easily with several different apps and there is a limited free version that users can try. 

The Capsule CRM platform has a lower price than several similar platforms, while still offering many of the same features or more. Sales forecasting and lead management tools are robust, as is pipeline management. 

This CRM offers interaction tracking and robust customer management tools along with real-time analytics and dynamic reporting to help ensure that your efforts are on track. 

Be sure to consider the following features of Capsule:

• Free option? Yes
• Price: Starts at $18 per month, per user
• Per user pricing is more affordable for small businesses and single-owner brands
• The lead management, from scoring to distribution, is some of the best available
• Capsule offers a single dashboard that showcases the entire customer lifecycle

7. Pipedrive

Pipedrive is designed for usability, first and foremost. The brand is straightforward about its offering and even its pricing, advising that there is a free trial for everyone. The platform includes impressive features like territory management, drip and outfunnel automation, document management and storage, and even mobile access, thanks to native iOS and Android apps. 

The Pipedrive CRM is one of the most comprehensive solutions in its price range, offering the chance for brands to keep in contact with customers and run smarter campaigns. Segmentation, lead scoring, and a dynamic calendar are also offered. 

Pipedrive is focused on improving the customer experience by improving the customer pipeline from the inside out. With dynamic reporting and real-time insights, it is quickly becoming a favorite among small eCommerce and retail brands.

If you’re considering Pipedrive, check out the features below:

• Free option? No
• Price: Starting at $15/month per user
• Quote and proposal tools with built-in templates
• An integrated calendar system 
• Intuitive technology and AI to help channel the customer journey

8. Marketo

Featuring total lead management with online CRM tools and techniques designed to attract the right buyers, Marketo is a leader in the CRM industry. This platform offers a lot of dynamic, customizable elements that are ideal for brands just starting in eCommerce. 

Marketo also tailors to businesses that have been around a bit longer, providing a host of solutions from real-time reporting to integrated marketing and sales efforts, dynamic lead generation and management tools, and more. 

Marketo also offers sales partnership tools, cross-channel engagement, data environment, and AI segmenting, content personalization, and automation of the customer experience for everyone’s benefit. 

The most popular features of this platform include:

• Free option? No
• Price: Starting at $1,000 per month
• Omnichannel support and communication solutions
• Ideal platform for 1:1 interactions and creating that personal touch
• Automation of several routine tasks and steps 

9. Microsoft Dynamics

The Microsoft team offers its own solution to CRM for eCommerce and online retail. The software is designed for use on Windows computers, but can also be deployed via web, cloud, or SaaS. It offers expandable apps that can be added to your suite to collaborate, market, connect, and more. 

Microsoft Dynamics is a suite of solutions focused on customer service, sales, marketing, finance, and more. The eCommerce website management tool is a popular option for those who want to leverage AI to increase customer targeting and improve sales. 

This suite has apps and solutions for brands of all sizes, including startups and smaller eCommerce stores or independent sellers. It also offers real-time reporting and more.

The most notable features of Microsoft Dynamics include:

• Free option? No
• Price: Starts at $95 per user, per month
• Windows-based platform
• Real-time reporting and predictive analytics
• Multiple apps can be added to the base platform

10. ReadyCloud

ReadyCloud CRM offers a small business solution for eCommerce and retail. This platform has affordable pricing and rich functions for the online retail establishment, including order management and advanced reporting. 

The ReadyCloud CRM platform integrates with several eCommerce marketplaces and shopping cart solutions, including big names like BigCommerce and Shopify. Shipping and returns can be automated, there is a rich contact manager, and tracking is easy with an integrated calendar. 

ReadyCloud is just what it claims to be—ready, for whatever the eCommerce brand needs. While it’s focused on shipping and returns, it also has the CRM functions that today’s eCommerce brands demand.

The most valuable features of ReadyCloud include:

• Free option? No, but there is a free trial
• Price: Starts at $24 per user, per month
• ReadyShipper and ReadyReturns for automated solutions
• Management of all connected systems from one browser/dashboard
• Growth marketing solutions
• Action Alerts that can be personalized to customer or brand demands
  

Smith.ai adds support to your CRM solutions

At Smith.ai, we have a team of professionals with years of experience in customer support and service, including integrations with CRM software and other advanced technology tools. Our goals are focused on helping your brand take success to the next level with the best solutions for customer relationship management. 

After all, the modern world of sales is all about relationships—by integrating our virtual receptionist and messaging services with your CRM solution, you’ll be able to give your customers the best tools and resources for the ultimate customer journey. With rich analytics, user-friendly dashboards, and seamless integrations with the rest of your tech stack, the CRMs listed here will all serve you well. 

When you choose one of the CRM solutions that integrate with the services from Smith.ai, we’ll help you take your retail or eCommerce brand into the future with confidence. Call us at (650) 727-6484 if you’re ready to learn more, or feel free to email us at hello@smith.ai for more detailed information. You can also explore all of our plans and solutions on our Plans and Pricing page.