Now the RCM for business to consumer (B2C) in almost e-commerce websites is operating quite good.
But good is not enough.
If you don’t want to stay behind, you need to upgrade your knowledge and service every day, especially for the CRM system.
So what could the next big thing in CRM for an e-commerce website?
In my opinion, it’s the application of machine learning and AI to CRM.
You may wonder what is machine learning and AI. Why they can be the future for CRM system for an e-commerce website?
Let’s continue to read; you will have a look for the next generation of e-commerce websites.
AI and machine learning
AI (Artificial Intelligence)
Artificial Intelligence can be defined as an industry of computer science that involves the automation of intelligent behaviors.
In other words, AI is the intelligence of machines created by humans. It can automatically think, learn and solve problems like an expert professor.
AI can handle and analyze data which is more complicated, more scalable and systematic in less time.
The order in computer science
Examples of AI are things like image classification on Pinterest, facial recognition on Facebook, or the virtual assistant such as Alexa, Siri…
Machine learning (MC)
MC is the application of algorithms for parsing data, learning data structure, and then making a decision or prediction on related issues.
If you don’t know, Machine learning is a subfield of AI.
It can analyze data by automating the construction of analytical models.
MC makes the analysis of customer information become easier and faster.
Application of AI and MC in CRM for E-commerce website
Predicting customer behavior
AI on a CRM software can collect data, history and customer behavior to predict the future their actions.
With AI improvements in CRM, an e-commerce website can anticipate customer needs before they even realize what they want.
The ability to accurately predict customer needs will be a powerful weapon for businesses. It takes an important role in maintaining relationships with clients.
Being satisfied the needs even before realizing it, which is an unforgettable impression for an e-commerce web.
Understanding customer behavior
When customers switch to another service or continue to buy from your website, future CRM software using machine learning will help administrators analyze why clients have such behaviors.
Analyzing customer behavior helps the enterprises reduce a lot of time and effort on understanding their clients.
Use machine learning to predict customers
Analysis of unstructured data
All data collected from different sources (email, social networks, phones, records) are aggregated together into a file and not according to a specific structure called unstructured data.
Use AI to analyze unstructured data will help managers have a completed picture of the process of interacting with the clients.
It helps businesses create valuable customer relationships.
According to Salesforce’s statistics, 80% of customers want to respond to their needs fastly; this would be a problem if you don’t have the AI chatbot.
You may know about automatic marketing platforms like Email and SMS. Manychat is an excellent example for the future of new-style customer care as it is automatic and can work 24/24.
Future chatbot for e-commerce websites
An active CRM chatbot can connect automatically with your customers and answer their questions.
AI and machine learning are the best solutions for many problems that CRM for Ecommerce websites are facing. I hope this future inventions will be applied widely soon.
If you find this article interesting, please share it with your friends.