Integrating eCommerce Tools in Salesforce to Exceed Customer Expectations

Now that cloud-based tools and platforms have come of age, an entire multi-channel eCommerce business can be managed without writing a single piece of code from scratch. eCommerce tools like these have allowed small and mid-growth businesses to provide the same level of service customers have grown to expect with enterprise-level companies:

But what if those same customers could see behind the curtain of your eCommerce operation? Would they see a well-oiled machine? Or, would their confidence in you wain after seeing your cumbersome processes?

Because here’s the thing. Individually, these tools are sophisticated and flexible to meet your business needs. Yet, without being connected properly, teams are likely duplicating efforts and missing out on opportunities for automation.

Today’s Customer Expectations

Truth is, customers aren’t really going to see behind that proverbial curtain. But failing to exceed today’s high expectations with a poor experience can lead to attrition. Let’s explore some of those customer expectations:

Shipping

In the year 2020, people want fast shipping. The elephant in the room here is Amazon’s unprecedented 2-day shipping, which is now trending toward 1-day in some cases. Like it or not, this has set a high bar for other merchants to follow suit.

Availability

Again, thanks to the elephant in the room, real-time inventory visibility has shifted from a “nice to have” to a “have to have” for eCommerce customers. Anything else is just unacceptable.

Personalized Support

Customers don’t care that you may have 2 or more different channels providing you with data. They want their communications to be seamless, with accurate, personalized and fast responses to inquiries.

Easy Returns

Similarly, a customer isn’t going to know that their marketplace order actually went through multiple different tools and channels. When they want to send it back, they want one point of contact and they want it to be easy, fast and (whenever possible) free.

Integrating eCommerce Tools: Save Time and Look Good

The makeup of eCommerce tools and channels you use is as unique as your business. But, you can centralize the data flow from these tools into Salesforce using Cloud Conversion. By automatically integrating Order, Customer, Inventory and Dropship data into a single, powerful workspace, you can save time and impress customers.

• Never miss a beat in a customer’s history with your brand by aggregating all of their data including previous orders, messages and activity.
• Save time typing the same thing over and over. Set up “canned” responses that allow for a customizable starting point for responding to frequently inquired topics.
• Rather than going to multiple places, centralize order modifications and returns by tracking them in one system and pushing them back to the proper channels.
• Use our Product Information Management (PIM) tool to feed product descriptions, details, photos and pricing to all of your channels.
• When all your data is integrated, you can use our demand planning tool to easily see your inventory across different distribution centers, creating purchase orders manually or automatically based on demand.
• When it comes time to analyze your performance across multiple eCommerce tools, forget going to each one individually. Instead, analyze messages, revenue, return reasons and more across channels and tools.

Starting at $249 per month, Cloud Conversion can save you time and money by streamlining your data and processes. View it on the App Exchange.