Amazon CRM Software

“Amazon has a reputation for providing the customers with all things that they need, all in one
convenient space. What has since become called as 'the Amazon Effect, the company has
successfully managed relations with millions of customers worldwide without ever meeting
them face-to-face. The entire process of shopping at Amazon is very smooth and easy. It has
a simple and easy-to-use interface, stored personal and card details, and one-click ordering,
all of which make it possible to make purchases quickly and smoothly.”

“Amazon has built its own CRM software in-house, meaning it is tailored to its own exact
requirements and needs. Their software allows Amazon to encapsulate customer data, such as
previous purchases and location, and use that to instantly modify and customize a user's
overall on-site experience.”

Ways Amazon uses CRM

Data collection

Amazon encourages all of its users to create personal accounts to make it easier for them to
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make future purchases and keep track of their orders. These customer accounts also give
Amazon a targeted marketing mechanism as customers can be communicated with via emails
with offers and promotions based on their previous purchases.”

Personal data storage

One way in which creating an Amazon account benefits the customer is ease of purchase.
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With a personal account all personal, payment and address details can be stored- allowing for
swift, quick and easy future purchases.”

Recommendations

“Amazon pioneered the recommended products feature. Whenever users are logged into their
account, Amazon will recommend products they may be interested in based on past buying
habits. More recently, Amazon introduced the 'customers who bought this item also bought'
feature. These recommendations are perfect for boosting sales without the customer feeling
pressured into buying.”

Customer support
“Amazon’s returns process is dealt with entirely online through a customer’s account. If there
is an issue that does require a customer to speak with a customer service assistant over the
phone, they will have access to the customer’s account and order details, meaning that any
issues can be dealt with quickly and efficiently.”
Flipkart CRM Software
“Flipkart has been using AMEYO to automate its manual processes and make the business
more efficient. They replaced the tedious manual dialling out process with AMEYO to
intelligently dial out numbers. Flipkart later implemented more features from AMEYO to fit
into their inbound processes and seamlessly integrate with their inhouse order management
system (OMS), CRM, and dispatch system. The solution also implemented the Customer
Manager API which pulled calling numbers in real time to AMEYO and the solution then
dialled out.”

“Flipkart needed to automate their outbound and inbound processes. They had earlier been
using a solution from Avaya and were looking for a technology solution which would
seamlessly integrate their order tracking processes with the calling processes. A robust CRM
was an important ask. The solution also needed to handle a large volume of calls both
inbound and outbound effortlessly. They wanted all their processes to be implemented
smoothly without a hitch to deliver high levels of customer satisfaction.”