eBay sellers increasingly want to offer top of the line customer support especially since more and more sellers are beginning to understand the monetary value of excellent customer support. But when looking for a CRM, you want to find one which specializes in eCommerce with features tailored to this industry. Also, you don’t just want a CRM, you should be looking for a tool which also has features which help you increase your sales and revenue stream. This was what I was searching for when I decided to give Subivi eCommerce CRM a try.
Getting Started with Subivi
Subivi has a free 7 day trial and does not require a credit card in order to sign up – I really liked this as I don’t like handing out my credit card information. I decided to sign up and see what the software had to offer.
Getting started with Subivi was pretty easy for me. All you need to do is click ‘Get started’
and then link each eBay store individually:
As I said earlier, I was in search of a CRM which specializes in eCommerce. The main features which stood out to me as a seller were:
- Total customer support automation.
- Being able to stay on top of all tickets and queries – with Subivi you can connect an unlimited amount of eCommerce stores.
- The ability to not only handle customer service but also the ability to boost sales along with buyer satisfaction and ratings with cross-selling and automated product-specific feedback requests.
- Managing your entire customer support cycle in one digital space (returns, tickets, cases, refunds, general customer queries etc…).
- The built-in translation tool for international expansion (100 languages).
- Their PWA (basically an app for your phone) which means you can manage all your eBay accounts and customer support from your phone any time, anywhere.
- Automated messages, templates and smart tags that inserts customer and product info independently which saves the time usually spent searching for this information.
My Experience With Subivi
Once I connected all my eBay accounts individually. It took about 30 minutes for Subivi to sync all the information from those accounts so be sure to grab a cup of coffee while you are waiting. What I did like is that the system imports customer information from two weeks prior to your sign up date so I didn’t have to start from zero and had a baseline to begin with.
Templates and Smart-tags
I decided to start off with the template and smart-tags feature. I had a whole collection of templates which I decided to enter into the system along with relevant smart tags. This essentially helped me become super efficient in terms of answering customers. You can choose from a variety of ready-to-use templates which you simply choose from a drop-down menu and send in response to a customer’s question or problem or you can add your own which is what I did.
The smart tags automatically pull up customer info such as their name or product info like the tracking number.
Next I headed to my Subivi inbox. First I clicked ‘open’ (number 1 in the below image) and then had a look at my inbox (number 2 in the image below).
As an active eBay seller, I am sure you are well aware of eBay’s ticketing system which can get pretty tiresome and time consuming , especially if you manage multiple stores. Subivi spares you the trouble of opening eBay and handling queries, returns and cases manually and in multiple tabs. You can differentiate which store each message is from by the tag it is automatically given:
It allows you to manage conversations by giving you direct access to previous customer support interactions with a specific customer so you can answer in the most appropriate way possible without having to waste time searching for previous messages for a specific client. When you click on ‘tickets’ on the write of a message, you can see all previous interactions with said customer:
Also, you can add notes to specific messages or cases so that you can remember where a certain order stands. This can only be viewed by yourself and your employees (not the customer):
In the same capacity, you can add reminders within messages and tickets too so that you never forget to take care of specific tasks:
Automated product-specific feedback requests
Most sellers send out the same message when requesting feedback from buyers. This is a big mistake in my opinion as each product has its own nuances and as such needs to be given the proper attention. I personally sell DIY kits which sometimes people get frustrated with. I used to get a ton of negative feedback but then I discovered the automated product-specific feedback requests. Basically all you need to do is enter your product’s SKU and then write a message which will be sent out when that specific item is delivered. I personally decided to add a link to a YouTube video which shows how to put together the DIY projects. The results were amazing, my customers were less frustrated and I had a big upturn in positive feedback for those items, which translated directly to an increase in sales since most people rely on ‘social proof’ when making an online purchase decision.
Cross-selling is a largely abused and overused buzzword in eCommerce. Subivi has an SKU based feature, very similar to the above feedback-specific request which allows you to send an automated message to a client once a specific item is sold. The idea is to offer said client another related item say a mouse pad with a mouse or a computer case with a laptop. It happens to be a very simple yet very effective feature. I saw a rise between 15-35% in sales of ‘secondary’ items from this feature alone.
Subivi has an excellent support team that can be reached anytime via live chat or support ticket system. In my experience, they proved themselves to be very helpful and quick to respond. They are even willing to hear about features I needed added and one of my suggestions was actually put into development by Micahel who runs their front-end Dev-Ops.
Subivi offers dynamic pricing for sellers with different budgets. They offer some of the most competitive pricing on the market based on my research.
Something that makes Subivi unique as an eCommerce CRM is that their prices are displayed clearly and openly on its website for all to see. I think Subivi deserves the praise for this level of transparency. Their features are clearly laid out for potential customers to see if Subivi’s plans are right for them.
None of Subivi’s competitors have this level and of transparency. Many hide their pricing or push you to sign up before you are able to view packages. More often than not there are hidden charges which are not revealed from the get go. I have not found this to be the case with Subivi eCommerce CRM. My understanding is that the Premium package is their most popular plan.
Do note that ‘source’ means store, so if you have one eBay store for example, you will want to sign up for the $9, ‘starter’ option whereas if you have 9 eBay stores you will be better suited with the $69, ‘Premium’ option.
With all of this in mind, let’s get down to the big question: “Do I recommend Subivi?”
The short answer is “YES”.
- Subivi offers great value for money.
- I was able to increase my positive feedback and lower the amount of negative feedback thanks to the product-specific feedback tool.
- I increased revenues in the double and triple digits thanks to the cross-selling feature.
- I was able to save a ton of time with all customer support correspondence appearing in one inbox. The templates and smart tags also added to my levels of efficiency which essentially allowed me to focus on the core of my business ie opening more stores, getting rid of poorly performing products and introducing new items to my offering as well as finding new suppliers.
Features which are in development that will be live in the coming weeks:
- Amazon integration.
- AI or Artificial Intelligence for listing optimization.
- Authorization levels and activity restriction for remote employees.
- Order managememnt and additional automation capabilities.
- Automated ticket assignment.
As an eBay seller who has taken the time out to actually try Subivi for the past few months in the context of my own business, I would personally recommend Subivi to eBay sellers who really want to offer top of the line customer support, to sellers who are interested in increasing their revenue streams and to sellers who need to save time in order to focus on expanding their business.
For any of our readers who skipped straight to the bottom of this review to get a TL;DR, look no further. You can also take this section as a quick summary of Subivi’s service quality across its most important components.
Here’s how Subivi scored:
Features: ★★★★★ (5/5 stars)
Safety / Security: ★★★★★ (5/5 stars)
Ease of Use: ★★★★★ (5/5 stars)
Price: ★★★★★ (5/5 stars)
Support: ★★★★★ (5/5 stars)
Growth: ★★★★★ (5/5 stars)
Final Score: ★★★★★ (5/5 stars)