6 Best Ecommerce CRM Software for 2019

An ecommerce customer relationship management (CRM) tool helps organizations handle customer relationships to grow and maximize online sales. We looked at several ecommerce CRM software options and determined the top six based for small business based on ease of use, affordability, support and ecommerce-specific features like inventory management, website tools, and payment integration.

Top 6 Ecommerce CRM Software Options in 2019

How We Evaluated Ecommerce CRM Software

Ecommerce CRM software allows entrepreneurs to build customer and prospect relationships with the ultimate goal of maximizing sales online. When identifying the top six ecommerce CRMs, we looked at core CRM tools like lead and pipeline management as well as ecommerce-specific features like inventory management, shipping, and tools that support marketing. We also considered ease of use, affordable pricing, and support.

We used the following criteria to identify the top six ecommerce CRM software options:

• Affordability: We considered ecommerce CRM software options that were affordable to small to medium-sized ecommerce businesses.
• Ease of use: We also looked at how easy the software is to use and the level of technical expertise required for set-up and ongoing use.
• Ecommerce specific features: We included ecommerce specific features like inventory and order management, shipping options, website functionality, and marketing tools.
• Core CRM functionality: The criteria we used also included core features found in the best CRMs like lead contact management, pipeline creation and management, and communications tools like email.
• Automation tools: We looked at ecommerce CRM options with tools that help reduce the amount of repetitive tasks ecommerce business owners are responsible for.
• Reporting & analytics: The ability to create reports and dashboards with ecommerce data was also important.
• Customer support: We considered the level and types of customer support available from each ecommerce CRM provider.
• Data security: We considered security measures and features to protect personal information, such as General Data Protection Regulation (GDPR)-compliance. We also looked at Payment Card Industry (PCI)-compliance if the provider had its own payment gateway.

We’ve determined that TradeGecko is the best overall ecommerce CRM based on the criteria we have outlined above. In addition to core CRM tools, TradeGecko showcases industry-specific CRM features like inventory and shipping management, multichannel sales capabilities, reporting, marketing tools. This ecommerce CRM is easy to use, priced affordably, and is tailored to the needs of ecommerce businesses.

TradeGecko: Best Overall Ecommerce CRM

TradeGecko is an ecommerce CRM that has features like inventory management, multichannel sales, and shipping. Inventory management helps you organize products for sale while the multichannel sales feature allows you to accept sales from multiple online channels like Shopify and Amazon in one central place. The starting price is $39 per month, making this ecommerce CRM perfect for businesses needing multichannel inventory and shipping management tools.

TradeGecko Pricing

$39 per month is the starting price for TradeGecko, which increases to $199 per month. Within each tier, pricing can increase based on the number of monthly sales. While more robust enterprise-level plans are available, the best for small ecommerce companies are the Founder, Lite, and Small Business plans.

TradeGecko Tiered Features

Founder

Founder features include order and shipping management, integrated payment systems, and lead and contact management. The starting price of $39 per month is for one user, and the number of sales is capped at 50 sales per month. It also includes basic reporting and analytics and email customer support available 24/7. There’s also a mobile app and the ability to accept multiple currencies, which are features similar to those offered by BigCommerce’s starter tier.

However, if you’re an ecommerce business just starting, this plan is right for you due to its low sales volume requirement and single-user allowance. It’s also great for ecommerce businesses that offer shipping options. This is because it’s often more affordable with prices increasing by tier as order volumes increase compared to the similarly tiered plans offered by Metrilo and Zoho CRM Plus.

Lite

This plan has everything included in Founder with expanded features like 300 sales per month vs 50 sales per month and workflow automation. Ecommerce workflow automation features facilitate repetitive functions like emails triggered after specific customer actions like orders being placed or when products are out of stock. The price is $79 per month for up to two users instead of only one user in the Founder tier.

If your ecommerce business is growing, Lite is ideal, especially if your sales exceed 50 orders per month. It’s also great if you need workflow automation to help reduce the number of manual sales and operational tasks that come with this growth. This tier’s pricing is the same as BigCommerce’s pricing at this plan level and much lower than Metrilo’s.

Small Business

The Small Business tier includes everything in the Lite plan while going up to 1,000 sales per month. Also, warehouse integrations increase from one to multiple warehouses. Advanced analytics are also offered in this tier. This tier is also where you get multiple sales channels and inventory management features, like those you might find in Woocommerce organizations.

This plan covers up to five users and starts at $199 per month. The Small Business plan is excellent for ecommerce entrepreneurs with sales from more than 300 up to 1,000 that needing inventory and order management in one platform. It’s great if your ecommerce business has expanded into multiple sales channels. This tier’s pricing is lower than Metrilo and BigCommerce’s pricing at this tier.

Incoming Stock by Supplier report

TradeGecko & Data Security

Because TradeGecko has its own payment processing gateway, it’s also PCI-compliant. PCI compliance governs data security and is the standard for companies processing credit card payments. Also, TradeGecko has data encryption that protects your credit card data during transaction and checkout.

TradeGecko is also compliant with GDPR, which means it adheres to data security standards outlined for companies marketing to individuals or otherwise doing business in the United Kingdom or European Union. Measures include immediate notification of data breaches, right to access data, and the right to delete data. TradeGecko also allows you to set permissions allowing specific people in your company can access your customers’ data.

What TradeGecko Is Missing

TradeGecko is missing is email campaign tools. If you plan to grow your ecommerce business with email marketing and want to manage your campaigns from within your CRM, Bitrix24 and Zoho may be better options. It’s also missing a phone, which can be helpful to an ecommerce business wanting to offer support or do phone outreach. If this is important, try AgileCRM and Bitrix24.

What Users Think About TradeGecko

Most users like TradeGecko because it’s easy to use and it centralizes ecommerce information in one place. A few minor bugs, the occasional glitch, and a few users wanting additional features are reasons behind some negative reviews.

Where to Find TradeGecko

You can find TradeGecko in ecommerce organizations that manage inventory, multiple sales channels, and offer shipping options. If you’d like to find out whether or not TradeGecko is right for your ecommerce business, consider signing up for a free trial.

Visit TradeGecko

BigCommerce Essentials: Best Ecommerce CRM for 24/7 Live Tech Support

BigCommerce is a full-featured ecommerce CRM that offers, social media selling tools, integration with eBay and Amazon, and more. However, It also comes with 24/7, United States-based support via phone, email, and chat, which is the most comprehensive support of featured providers for a starting price of $29 per month. This makes it the best for less tech-savvy businesses who don’t have the budget for an in-house information technology (IT) support team for their CRM.

BigCommerce Pricing

BigCommerce has tier-based and volume-based pricing starting at $29 per month for online sales volumes up to $50,000 per year. Prices increase to $249 per month for up to $400,000 in sales per year. Each tier has features that build on each other, and each level also has increasing online sales limits and supports unlimited users.

BigCommerce Tiered Features

Standard

At the Standard level, BigCommerce offers a full-featured ecommerce CRM with tools that include an online brandable ecommerce store, 24/7 live U.S.-based multichannel support, social media, and marketplace integration, and more. Pricing starts at $29 per month for unlimited users and covers ecommerce businesses that earn up to $50,000 in yearly online sales.

Standard is a suitable starter plan for small ecommerce businesses doing less than $50,000 per year, needing robust tools and wanting an affordable price. It’s also great for ecommerce businesses who may want additional support that’s available 24/7 with U.S.-based customer service representatives. It doesn’t offer inventory management similar to Metrilo ecommerce CRM but does offer point-of-sale (POS) integration for ecommerce businesses wanting a retail presence.

Plus

This plan builds on the Standard plan and offers a few other features, including advanced cart features. Advanced cart tools included in this plan are abandoned cart tools, saved carts, and stored credit cards. These tools are great for prompting customers and prospects to buy items they placed in their carts. Pricing starts at $79.95 per month for stores earning less than $150,000 in online sales per year.

The Plus plan is great for small ecommerce businesses doing between $51,000 to $150,000 in yearly online sales that want to target customers based on their cart behavior and who want to utilize more advanced cart features. It’s also ideal if the business has multiple users as the number of users is unlimited. This is an advantage compared to TradeGecko, which includes fewer users at a similar price tier.

Pro

The main difference between the Plus and Pro plans is the ability to create price lists and the ability to incorporate Google reviews on your products. Pricing starts at $249 per month. However, online sales volumes can’t be higher than $400,000 annually.

The Pro plan is great for small ecommerce businesses earning less than $400,000 in online annual sales. It’s also ideal for those who need to utilize price lists and who want to incorporate Google product reviews into their ecommerce websites.

Screenshot of BigCommerce online store builder template

BigCommerce & Data Security

Like TradeGecko, BigCommerce has its own payment processing gateway, and it’s also PCI-compliant, which means it adheres to the highest standards when it comes to protecting credit card data. In addition, servers used by BigCommerce are also certified PCI-compliant as a merchant and service provider to protect you and your customers’ data.

Like the other providers, BigCommerce has policies that include notification of data breaches right away, access to data, and data deletion rights. Other measures BigCommerce takes to protect your data or help you stay compliant with GDPR include settings that allow you to turn on EU cookie notifications and the ability to customize the text.

What BigCommerce Is Missing

BigCommerce is missing inventory management tools. If you need inventory management, check out TradeGecko or Zoho CRM Plus. It’s also missing help desk features and a built-in phone. If these features are essential, check out Agile CRM or Zoho CRM Plus.

What Users Think About BigCommerce

Users generally like BigCommerce because it’s priced affordably, and it offers comprehensive support. Negative reviews are around the occasional bugs or glitches.

Where to Find BigCommerce

You can find BigCommerce in small to medium-sized ecommerce businesses that want the best support 24/7 as well as those who want additional help setting up their ecommerce store. To learn more about this ecommerce CRM software, sign up for a free trial.

Visit BigCommerce

Bitrix24: Best Ecommerce CRM for Multiple Online Stores

This CRM offering a free starter plan has great features ecommerce businesses need like payment processing and stock management along with features to build additional online stores and offer customer support tools like a built-in phone. These features are ideal for budget-conscious ecommerce business owners wanting to use a flexible CRM to manage a growing number of online stores.

Bitrix24 Pricing

Bitrix24 offers a free plan for up to 12 users. Paid plans start at $69 per month and include up to six users. Pricing increases to $99 per month and covers up to 50 users, which offers plenty of room to expand your service and support teams affordably.

Bitrix24 Tiered Features

Free

The Free plan supports 12 users, offers ecommerce tools that include online stores, payment systems integrations, and a product catalog. There’s also a built-in phone that has call recording features that can be used for customer service. The online store and landing page builder is great for ecommerce as they can be used for selling products.

This plan is ideal for smaller ecommerce businesses wanting to consolidate customer management, marketing, online ecommerce stores, and customer service in one platform. Both Agile and Bitrix24 are the only providers in this list offering a free plan. It is also the only two providers that have built-in calling functionality. However, unlike TradeGecko, Bitrix24 does not provide shipping management, which is key to many ecommerce businesses.

Plus

The Plus plan builds on the tools included in the Free plan and increases its storage 10 times from 5GB to 50GB. This plan decreases the number of users from 12 to six. Your ability to record more calls increases with the built-in phone, going from 100 to unlimited call recording. Also, the number of landing pages increases from one to five. Stock management tools are also included. Prices begin at $69 per month.

This plan is great for growing ecommerce businesses with no more than six users. It’s also ideal for if you need increased online hosted space. If call recording is important when speaking to prospects or customers, you don’t have to worry about a recording cap with this plan.

Standard

The Standard plan features an expanded number of users from six to 50. It also has double the amount of online storage, from 50GB to 100GB. You’re able to create up to 10 online stores and 10 landing pages. Pricing for the Standard plan starts at $99 per month.

This plan is great for medium-sized expanding ecommerce businesses with no more than 50 users. The 10 online stores that come with this plan let you create different types of stores to sell different categories of products. The 10 landing pages also allow you to create individual ecommerce campaigns. It also offers the ability to build multiple online stores, unlike BigCommerce, which limits you to one.

Bitrix24 online store and landing page templates

Bitrix24 & Data Security

Bitrix24 offers payment processing integrations as a feature in its online stores. Data is hosted by Amazon Web Services, which is both PCI- and GDPR-compliant. Also, it protects your data proactively with applications like its Web Application Firewall, which blocks the vast majority of attacks from hackers against web applications.

What Bitrix24 Is Missing

Bitrix24 is missing shipping management, which is a critical component to ecommerce businesses. Managing shipping from within your CRM can save customer service reps time from having to toggle between multiple systems. If this is important, TradeGecko or BigCommerce would be better options.

What Users Think About Bitrix24

Users like Bitrix24 because it’s easy to use and has a lot of tools for ecommerce business owners. User dislikes center around the mobile app having limited capabilities. For more information on user reviews, check out our Bitrix24 review article.

Where to Find Bitrix24

Bitrix24 can be on the desks or laptops of ecommerce businesses looking for robust features that include tools to build online stores and the ability to offer customer support either free or at an affordable price. Check out the features for yourself with a free trial.

Visit Bitrix24

Zoho CRM Plus: Best Ecommerce CRM for Social Media Influencers

Zoho CRM Plus is an all-in-one CRM that includes all major Zoho products, including social media lead capture, analytics, and inventory management features, making it great for ecommerce. The starting price is $50 per user, per month. Zoho CRM Plus is great for ecommerce entrepreneurs needing analytics and robust social media management functionality to support their businesses.

Zoho CRM Plus Pricing

Zoho CRM Plus costs $50 per user, per month, with no complicated tiers and includes all features at this one price point. It’s priced higher than most providers’ beginning tiers and much less than its higher tiers. While it’s not the least expensive product on the market, its all-inclusive functionality makes it a great value.

Zoho CRM Plus Features

Zoho CRM Plus’ core features include Zoho Desk, which is a help desk tool; Zoho Social, for social media management; and Zoho Analytics. It also comes with inventory management, collaboration, and sales management. These combined tools allow you to manage your customer’s full ecommerce experience from a single software suite.

Inventory Management

Inventory management tools include the ability to set-up products, price books, and vendors. It also lets you manage purchase orders. You’re also able to track inventory and easily buy products when stock levels are low. Product set-up tools and price books allow you and your service team to look up pricing easily to communicate it to customers. These inventory management tools are similar to others presented here.

Social Media

Zoho CRM Plus has social media tools that allow you to interact with customers and prospects on social media. You can gain insights into customer, prospect, and competitor sentiments by monitoring social conversations. This tool also allows you to resolve support issues that come up on social media. Zoho CRM Plus is the only provider with this set of social media tools.

Reporting & Analytics

Advanced reporting and analytics allow you to access reports and dashboards in real-time, customize dashboards, and utilize more than 100 pre-built reports and dashboards. These Zoho CRM Plus features also let you create an unlimited number of dashboards which can help you track your most important metrics. Zoho CRM Plus offers the most comprehensive and the number of reports and dashboards of all the providers we compared.

Customer Support

The help desk features in Zoho CRM Plus make it easier to offer customer support, especially if your ecommerce business could benefit from ticket creation and management. It supports multichannel ticketing and allows you to create a customer knowledge base based on your frequently asked questions (FAQs). These tools allow you to save time so that you can focus on other more important priorities.

Zoho CRM Plus dashboard

Zoho CRM Plus & Data Security

Zoho CRM Plus offers encryption that protects your data, whether in transit or storage. It also gives you the option of where your data is stored, whether you want it stored in data centers located in the U.S. or EU. In addition to virtual protection for your data, it also takes physical security measures by installing video cameras. It also integrates with popular payment gateways like PayPal, Stripe, and Authorize.net for processing payments.

What Zoho CRM Plus Is Missing

Zoho CRM Plus is missing the ability to build ecommerce websites. It’s also missing a built-in phone with call recording capabilities. If either of these features is important to your business, try Bitrix24 which offers both features. This solution also does not have shipping management. If you want a solution that includes shipping management, TradeGecko is a better option.

What Users Think About Zoho CRM Plus

Users find the software is very comprehensive and has nearly everything they need. There are occasional negative complaints around wanting aspirational features. For more information on reviews, see our Zoho User Reviews Page.

Where to Find Zoho CRM Plus

You’ll find Zoho CRM Plus in small to medium-sized ecommerce businesses looking for advanced analytics and social media engagement. To learn more about Zoho CRM Plus and how it can streamline your ecommerce business, sign up for a free trial.

Visit Zoho CRM Plus

Metrilo: Best Ecommerce CRM With Customer Behavior Data

Metrilo is an ecommerce CRM that has ecommerce-specific marketing and analytics tools, including automated behavior tracking and campaign and product performance reporting. Pricing starts at $119 per month. This CRM was specifically built for ecommerce businesses with a primary focus on customer on-site data which can be used to create promotions and campaigns to reduce the number of abandoned carts and increase purchases.

Metrilo Pricing

This ecommerce CRM software has a unique pricing structure based on the number of unique website visitors per tier. Costs begin at $119 per month for up to 10,000 unique visitors, and increases to $499 per month, for up to 90,000 unique visitors. Each tier has unlimited users and gives access to all features.

Its unique visitor-based pricing plans are as follows:

• Small: $119 per month for up to 10,000 unique visitors
• Medium: $299 per month for up to 30,000 unique visitors
• Large: $499 per month for up to 90,000 unique visitors

Metrilo Ecommerce Features

Metrilo offers automated behavior tracking as well as contact and task management. This combination of features allows ecommerce businesses to use data that will drive increased sales and will facilitate personalized communications to grow relationships with website visitors and growing repeat business.

Contact Management & Customer Profiles

Metrilo’s customer profiles are data-rich and include website behaviors, order history notes, and contact details. With this information, ecommerce business owners can make decisions based on customer behavior and create special promotions based on individual customer needs at scale. These tools help drive increased sales. Compared to Agile CRM, which also offers customer analytics, Metrilo provides customer data and recommends courses of action.

Reporting & Analytics

Metrilo’s reporting and analytics tools let you keep track of trends and results. Examples of metrics you’ll be able to rack include abandoned cart rate, percentage of single vs repeat buyers, orders per customer, customer lifetime value (CLV), and more. In addition to providing this type of insight, it also makes recommendations for maximizing sales based on your data.

Email Marketing

With email marketing tools, you can segment your email list with filters. You can also send automated emails triggered by customer actions. Examples of emails you can send include abandon cart, welcome to our site, thank you for your order and cross-sell or upsell emails. You also have access to email tracking, analytics, and email templates that are professionally designed.

Order & Inventory Management

Because the primary focus for Metrilo is reporting and customer behavior analytics, it doesn’t offer order or the advanced inventory management tools offered by the other providers. For example, you can’t review which items are always on backorder or which products are available in a particular warehouse. However, you can always use a separate inventory tool or try another provider like TradeGecko if this is something important to have in your ecommerce CRM.

Metrilo email campaign report screenshot

Metrilo & Data Security

Metrilo is has a number of security measures in effect that aligns with compliance requirements. It offers data encryption that meets the latest encryption standards to protect your data that is being stored or processed. It also has a data protection officer to ensure GDPR rules and security measures are followed while giving your customers the ability to opt-out of having their personal data stored.

What Metrilo Is Missing

Metrilo is missing ecommerce features like inventory management and shipping management, which can be helpful for customer service and stock planning. If this is important to you, check out all of the other providers presented here like TradeGecko or Zoho CRM plus.

What Users Think About Metrilo

For the most part, users like Metrilo. It’s easy to use, and they appreciate the customer and contact data that populates automatically. However, some users think it’s too expensive.

Where to Find Metrilo

Metrilo is ideal for ecommerce businesses that make data-driven decisions to grow their businesses. It’s also great for businesses with a large number of users as pricing is based on website visitors and not per person. To learn more visit Metrilo’s website where you can schedule a demo. Sign up for your 14-day free trial today.

Visit Metrilo

AgileCRM: Best Ecommerce CRM for Personalized Customer Engagement

Agile CRM is a general use CRM offering website visitors personalized website engagement through tools like data supported personalized pop-ups. It also lets you build and enrich your customers’ profiles by incorporating their social media details. Prices start at $8.99 per user, per month, and make Agile CRM a great option for ecommerce entrepreneurs wanting to offer their online customers a more personalized experience.

Agile CRM Pricing

Agile CRM is very affordable for small ecommerce businesses with prices starting at priced $8.99 and going up to $47.99 per user, per month. Unlike the majority of ecommerce-specific CRMs in the market, it offers a free version for up to 10 users. However, this version has fewer features and more restrictions.

Agile CRM Tiered Features

Free

The Free plan offers contact management with a comprehensive view of your customers and deal milestones. There’s also lead scoring to keep sales teams focused and marketing tools that include e-newsletters and web-to-lead capture. Like Zoho and Bitrix24, it also offers help desk features.

This plan is ideal for ecommerce businesses at the beginning of their entrepreneurial journeys. If you own or are starting an ecommerce business with 10 or fewer team members and you want advanced marketing tools, sales management, a phone, and a helpdesk all in one platform, Agile CRM’s free plan may be best for you. However, compared to Bitrix24, this plan offers fewer features in the free plan, like calling features, landing pages, and fewer users.

Starter

The Starter plan builds everything in the free plan while offering contact-level analytics, more robust website engagement tools, two-way email integration, and a landing page builder. As it supports more than one integration, this plan also allows you to incorporate several third-party ecommerce tools into your CRM. In terms of price, it’s a lot less expensive than the other plans featured in this article at this level, while still offering robust features.

Priced starting at $8.99 per user, per month, the Starter plan you get a higher number of contacts from 1,000 to 10,000. You also get tools to assist with marketing automation, social monitoring, and Knowledge Base, which enables you to offer content-based support.

This plan is great for ecommerce business owners with more than 1,000 contacts wanting to build landing pages and plan to offer Knowledge Base to free up customer support time.

Regular

The Regular plan offers more features, including mobile marketing, custom deal tracks, and 2-way telephony. Mobile marketing allows you to do short message service (SMS) or text message marketing, and customized deal tracks are great for different ecommerce scenarios. This plan is similar to Bitrix24’s plan at this level, but it is more expensive per month and but does not include a built-in phone.

Priced starting at $29.99 per user, per month, this plan increases the number of contacts from 10,000 to 50,000. It also gives you more integrations from three to 50. This plan is great for ecommerce companies that have increased their number of contacts, plan to execute mobile marketing into their growth strategy, and need a built-in phone.

Enterprise

The Enterprise plan features unlimited contacts and enterprise-level support in the form of a dedicated account rep and onboard coaching. This is the ideal plan for ecommerce businesses wanting to get up and running quickly with additional support. It offers the most robust support compared to all other options in this article.

Even at the Enterprise level, it’s affordably priced starting at $47.99 per user, per month, which is similar to pricing offered by Zoho CRM Plus. This plan expands the number of contacts from 50,000 to unlimited and offers more than 50 integrations and plugins like the Regular plan. This plan is a great option for growing ecommerce companies wanting to accelerate their onboarding process. It’s also great if you need unlimited contacts and a higher number of integrations.

Agile CRM website pop-up

Agile CRM & Data Security

Agile CRM is compliant with GDPR and offers many features that align with its requirements, including double opt-in tools and consent for cookies. It also hosts your data on Google and Amazon cloud services, which are also GDPR-compliant. Other third parties Agile CRM works with adhere to high security standards.

What Agile CRM Is Missing

Agile CRM is missing both inventory and shipping management, which are essential tools for running an ecommerce business. If it’s important for you to have these tools as part of your ecommerce CRM platform, consider TradeGecko or BigCommerce.

What Users Think About Agile CRM

Overall, users find Agile CRM easy to use. They like the number of integrations available to expand its capabilities. Negative reviews center around glitches or features users thought could have been built out more. For user reviews, see our Agile CRM reviews article.

Where to Find Agile CRM

Businesses looking for a low-cost, general-purpose CRM with the right tools to serve as an ecommerce CRM are using Agile CRM. Its robust marketing tools and comprehensive help desk features make it great for businesses looking for a tool that can give their customer service teams an edge. You can try it for free for up to 10 users.

Visit Agile CRM

Bottom Line: Ecommerce CRM

Ecommerce CRMs allow you to build relationships with your customers and prospects while giving you access to data which can help you make better decisions in terms of which customers to focus on and what products you should order. Here, we covered a mix of ecommerce CRM software options from ecommerce-specific to general use with ecommerce features.

Ecommerce CRM software like TradeGecko offers the tools you need to save time and provide a positive customer experience with features like inventory management and multichannel sales. Shipping features also allow you to manage an important aspect of your ecommerce business in one platform. Sign up here for a free trial to see if these features are right for you.

Visit TradeGecko