Appointment booking, upselling and more: how to work with services in RetailCRM
Posted: Thu Dec 26, 2024 4:17 am
All the possibilities of CRM for services - in one article
08/28/2024 ⏱14 minutes
Appointment, upselling and more: how to work with services in RetailCRM
From April 2022 to April 2023, Russians ordered services 4.1 billion times. This brought companies and private craftsmen 15.9 trillion rubles - about 10% of the country's GDP.
At the same time, the services market is gradually moving from offline to online: 43% of orders are made through online channels. This is approximately 1.76 billion orders for a total of 6.8 trillion rubles. Since October 2021, revenue for services has increased by 2.7 times.
People are increasingly ordering services online, and this is jordan phone numbers a potential growth point for e-commerce companies. If the retailer does not have services in its assortment, you can add them and enter a new market for yourself. And if there are, CRM system tools will help you work with them more conveniently and increase demand.
How to manage services in RetailCRM and what this gives to a business - we tell you in the article.
Research by Avito Services and the ORO research agency
Research by Data Insight "Ordering Services via the Internet" in collaboration with Avito
What does working with services give to a retailer?
9 CRM functions to conveniently work with services and sell more
What kind of business can work with services in RetailCRM
How to work with services in a CRM system
What does working with services give to a retailer?
If you have a product business, services will be an additional source of income and another point of contact with customers. Choose what suits your industry. For example, a furniture store can add a lift to the floor with the purchase of a sofa, a jewelry store can engrave a ring, and a T-shirt manufacturer can print a print.
Services will help a retail business:
Increase competitiveness . High-quality service will help attract new customers and retain existing ones.
Increase customer loyalty . If you add good service to a product, the joy of buying will be higher. You will help customers solve their problems and give them a positive experience of interacting with the store. For example, the buyer will not have to look for where to hem trousers or make a memorable engraving on a ring.
How to improve customer service in an online store
Scale the customer base . The services will help attract new customers who previously ordered them elsewhere. It will also be convenient for the buyer not to look for contractors, but to do everything "turnkey" in one place.
7 Ways to Build a Database for Email Newsletters
Increase revenue . Add services to your order and increase revenue and average bill. New products in your assortment will help you enter a new market and scale your business.
Stand out in the market . A store that provides additional service along with the product attracts more attention.
9 ways to increase the average bill
If you process orders in a CRM system, you can also use it to account for services. For example, RetailCRM allows you to manage orders using a single logic and add CRM marketing tools for upselling and repeat sales.
CRM Marketing: What is it and what business tasks does it solve?
9 CRM functions to conveniently work with services and sell more
The CRM system helps control the sale of services and manage them automatically. The entire order path, from the first customer request to collecting feedback, can be automated. To work with services, RetailCRM has the following:
Appointment booking . The order card has a "Date/Time" field, where you can book a client for an appointment or, for example, mark the rental period. Build a schedule, taking into account a convenient time for the client and the employee.
Field with type Date/Time in RetailCRM
In the "Date/Time" field, you can record an appointment with a specialist, the date of a meeting with a client, or the time of return of something rented
Convenient access to customer data . The system collects data about the buyer and enriches it with each contact with him. The customer card stores the history of orders and correspondence, preferences, personal information, RFM indicators. All this helps to get to know the client better and communicate with him more personally.
You choose what data to collect in your CRM for services. For example, a travel agency can record which country the client wanted to go to and use this in mailings.
What is RFM analysis useful for and how to use it
Segmentation . Customers can be grouped into segments based on their data. For example, tags, region, or last order date. This will help you better understand your customers' needs and offer the right thing in time. For example, offer to clean air conditioners to everyone who bought them last year.
How to Segment Your Customer Base to Increase Sales
Newsletters . You can remind clients about their appointments via email, SMS or WhatsApp. The client will not miss a visit, and the company will be able to show care and improve the quality of service. Inform the client about upcoming meetings and set tasks for employees without leaving the system.
+54% to income and other newsletter features
Mailings in RetailCRM
In RetailCRM, you can send mailings to different channels, set up cascading sending depending on the results, and conduct A|B testing to choose the best letter option
Status funnel . Orders in RetailCRM move along a specific funnel, which each business customizes for itself. Inside the CRM system, you can build a specific life cycle for a service and create statuses that suit your business. For example, “Contract sent” or “Manufacturing”. Thanks to a single logic and order, orders are processed faster.
Upselling . The manager can offer a service in a set with the sold product and increase the average customer check. For this purpose, the card has the “Analogues” and “Also bought” blocks.
How to build an order path and stop wasting time and money
Upselling tools in RetailCRM
The "Similar" tab shows services from the same product group that are similar in price, and the "Also bought" tab shows items that were found in similar orders.
Price and cost price . In the CRM for services, you can specify different types of prices and manage them within a specific order. For example, separate the cost price and the sales price or make a discount for quantity.
Chats and correspondence in one window . The manager can consult and remind about the appointment in the channel that the client chooses. If today the buyer writes to you in WhatsApp, and tomorrow prefers Telegram, all correspondence will be saved in his card and nothing will be lost.
Don't lose clients in correspondenceCombine social networks and messengers in a single window. Save clients to the database, place orders in chats and connect bots to respond faster.
Connect14 days ★test period
AI assistant . Artificial intelligence will help control the quality of employees' work in chats and calls, and will also save time when analyzing calls. Now you can read the recordings instead of listening.
Call transcription in RetailCRM
Call Transcription with AI
What kind of business can work with services in RetailCRM
The following people can use the CRM system for services:
service companies,
online retailers.
Services . RetailCRM is suitable as a CRM system for a company in the services sector. Add items to an order, set payment links, record the date and time of the meeting with the client, and manage the order through the funnel in accordance with your business process.
Working with services in CRM differs from working with goods, because services:
are not accounted for in warehouses and have no balances, so it is easier and faster to create and control them;
are not included in the “Honest Sign” marking, which also simplifies working with them;
are not included in the delivery design and are not included in the package. The system will automatically exclude services from the delivery composition and add them if the order is paid for by cash on delivery;
are displayed correctly in fiscal receipts. When printing a receipt, the service is provided with the correct attribute.
If you use a specialized solution for managing a service business, you can integrate it with CRM. This will help you not only manage services, but also work with your customer base: segment customers, send email, SMS and WhatsApp messages, encourage repeat purchases and stay in touch with customers.
08/28/2024 ⏱14 minutes
Appointment, upselling and more: how to work with services in RetailCRM
From April 2022 to April 2023, Russians ordered services 4.1 billion times. This brought companies and private craftsmen 15.9 trillion rubles - about 10% of the country's GDP.
At the same time, the services market is gradually moving from offline to online: 43% of orders are made through online channels. This is approximately 1.76 billion orders for a total of 6.8 trillion rubles. Since October 2021, revenue for services has increased by 2.7 times.
People are increasingly ordering services online, and this is jordan phone numbers a potential growth point for e-commerce companies. If the retailer does not have services in its assortment, you can add them and enter a new market for yourself. And if there are, CRM system tools will help you work with them more conveniently and increase demand.
How to manage services in RetailCRM and what this gives to a business - we tell you in the article.
Research by Avito Services and the ORO research agency
Research by Data Insight "Ordering Services via the Internet" in collaboration with Avito
What does working with services give to a retailer?
9 CRM functions to conveniently work with services and sell more
What kind of business can work with services in RetailCRM
How to work with services in a CRM system
What does working with services give to a retailer?
If you have a product business, services will be an additional source of income and another point of contact with customers. Choose what suits your industry. For example, a furniture store can add a lift to the floor with the purchase of a sofa, a jewelry store can engrave a ring, and a T-shirt manufacturer can print a print.
Services will help a retail business:
Increase competitiveness . High-quality service will help attract new customers and retain existing ones.
Increase customer loyalty . If you add good service to a product, the joy of buying will be higher. You will help customers solve their problems and give them a positive experience of interacting with the store. For example, the buyer will not have to look for where to hem trousers or make a memorable engraving on a ring.
How to improve customer service in an online store
Scale the customer base . The services will help attract new customers who previously ordered them elsewhere. It will also be convenient for the buyer not to look for contractors, but to do everything "turnkey" in one place.
7 Ways to Build a Database for Email Newsletters
Increase revenue . Add services to your order and increase revenue and average bill. New products in your assortment will help you enter a new market and scale your business.
Stand out in the market . A store that provides additional service along with the product attracts more attention.
9 ways to increase the average bill
If you process orders in a CRM system, you can also use it to account for services. For example, RetailCRM allows you to manage orders using a single logic and add CRM marketing tools for upselling and repeat sales.
CRM Marketing: What is it and what business tasks does it solve?
9 CRM functions to conveniently work with services and sell more
The CRM system helps control the sale of services and manage them automatically. The entire order path, from the first customer request to collecting feedback, can be automated. To work with services, RetailCRM has the following:
Appointment booking . The order card has a "Date/Time" field, where you can book a client for an appointment or, for example, mark the rental period. Build a schedule, taking into account a convenient time for the client and the employee.
Field with type Date/Time in RetailCRM
In the "Date/Time" field, you can record an appointment with a specialist, the date of a meeting with a client, or the time of return of something rented
Convenient access to customer data . The system collects data about the buyer and enriches it with each contact with him. The customer card stores the history of orders and correspondence, preferences, personal information, RFM indicators. All this helps to get to know the client better and communicate with him more personally.
You choose what data to collect in your CRM for services. For example, a travel agency can record which country the client wanted to go to and use this in mailings.
What is RFM analysis useful for and how to use it
Segmentation . Customers can be grouped into segments based on their data. For example, tags, region, or last order date. This will help you better understand your customers' needs and offer the right thing in time. For example, offer to clean air conditioners to everyone who bought them last year.
How to Segment Your Customer Base to Increase Sales
Newsletters . You can remind clients about their appointments via email, SMS or WhatsApp. The client will not miss a visit, and the company will be able to show care and improve the quality of service. Inform the client about upcoming meetings and set tasks for employees without leaving the system.
+54% to income and other newsletter features
Mailings in RetailCRM
In RetailCRM, you can send mailings to different channels, set up cascading sending depending on the results, and conduct A|B testing to choose the best letter option
Status funnel . Orders in RetailCRM move along a specific funnel, which each business customizes for itself. Inside the CRM system, you can build a specific life cycle for a service and create statuses that suit your business. For example, “Contract sent” or “Manufacturing”. Thanks to a single logic and order, orders are processed faster.
Upselling . The manager can offer a service in a set with the sold product and increase the average customer check. For this purpose, the card has the “Analogues” and “Also bought” blocks.
How to build an order path and stop wasting time and money
Upselling tools in RetailCRM
The "Similar" tab shows services from the same product group that are similar in price, and the "Also bought" tab shows items that were found in similar orders.
Price and cost price . In the CRM for services, you can specify different types of prices and manage them within a specific order. For example, separate the cost price and the sales price or make a discount for quantity.
Chats and correspondence in one window . The manager can consult and remind about the appointment in the channel that the client chooses. If today the buyer writes to you in WhatsApp, and tomorrow prefers Telegram, all correspondence will be saved in his card and nothing will be lost.
Don't lose clients in correspondenceCombine social networks and messengers in a single window. Save clients to the database, place orders in chats and connect bots to respond faster.
Connect14 days ★test period
AI assistant . Artificial intelligence will help control the quality of employees' work in chats and calls, and will also save time when analyzing calls. Now you can read the recordings instead of listening.
Call transcription in RetailCRM
Call Transcription with AI
What kind of business can work with services in RetailCRM
The following people can use the CRM system for services:
service companies,
online retailers.
Services . RetailCRM is suitable as a CRM system for a company in the services sector. Add items to an order, set payment links, record the date and time of the meeting with the client, and manage the order through the funnel in accordance with your business process.
Working with services in CRM differs from working with goods, because services:
are not accounted for in warehouses and have no balances, so it is easier and faster to create and control them;
are not included in the “Honest Sign” marking, which also simplifies working with them;
are not included in the delivery design and are not included in the package. The system will automatically exclude services from the delivery composition and add them if the order is paid for by cash on delivery;
are displayed correctly in fiscal receipts. When printing a receipt, the service is provided with the correct attribute.
If you use a specialized solution for managing a service business, you can integrate it with CRM. This will help you not only manage services, but also work with your customer base: segment customers, send email, SMS and WhatsApp messages, encourage repeat purchases and stay in touch with customers.