CRM for online stores: abandoned carts come back, orders don't get lost.
Orders come from the website, Kaspi Marketplace, Instagram and WhatsApp — and live in different places. A CRM gathers everything into one pipeline, recovers abandoned carts automatically and shows which channel brings revenue and which only brings costs.
An online store has two critical processes: order handling and bringing customers back. Order handling is often split by channel: website orders in one system, Kaspi Marketplace in another, Instagram and WhatsApp on the manager's phone. A customer writes "where is my order?" in WhatsApp, and the manager searches across three tabs. That costs both time and customers.
A CRM gathers all orders and requests into one pipeline with the customer's history: where they came from, what they bought, when they last ordered, their bonus balance. The manager sees the full picture in one window, and automation sends order statuses to WhatsApp without their involvement.
The fastest return on investment is abandoned carts: a WhatsApp reminder 30–60 minutes later recovers 10–20 % of unfinished checkouts without extra ad budget. It takes one to two weeks to set up.
What we set up in a store CRM.
Orders from the website, Kaspi Marketplace, Instagram, WhatsApp and phone in one feed with customer history, status and a source tag.
Automatic WhatsApp messages on status changes: "order received", "handed to delivery", "ready for pickup", "delivered". The customer doesn't have to ask "where is my order?".
A customer added an item and didn't check out — 30–60 minutes later a WhatsApp reminder goes out with a link to the cart and, if needed, a promo code.
Earning and redeeming bonuses, customer tiers, personal promotions by segment, referral invites with a bonus for both.
Mailings by interest category, time since last purchase, order total: "no purchase in 3 months", "buy only electronics", "VIP customers".
Stock and prices from 1C in the order card, shipment status from 1C in the CRM, revenue by channel in one report.
After delivery — an automatic request to rate the order; ratings of 4–5 go to the website and marketplaces, ratings of 1–3 go to a manager to resolve the issue.
Revenue and orders by source, average order value, customer LTV, request-to-order conversion, mailing performance — a daily dashboard.
Pipelines and automations.
- "New order" pipeline: received → confirmed → packed → shipped → delivered
- "Abandoned cart" pipeline: reminder → return → order
- "Return and complaint" pipeline: request → resolution → closed
- "Reactivation" segment: no purchase in 90 days
- "VIP" segment: orders above a total threshold
- Automated status notifications in WhatsApp
- Automated review collection after delivery
- End-to-end analytics across ad channels
How implementation works in a store.
- Audit — 2–3 days: we look at how orders and requests are handled now, where customers are lost, and count abandoned carts. We provide a pipeline diagram and an estimate.
- Setup — 1–2 weeks: pipelines, fields, WhatsApp templates, connecting channels and the website.
- 1C and Kaspi integration — 1–2 weeks: syncing orders, stock and statuses.
- Training — managers and the head, instructions and videos, the first week together.
- Support — a month of adjustments based on real work, then support on request.
Why CRM doesn't work in stores.
- A standard pipeline was set up without the store's channels in mind — managers went back to spreadsheets.
- No Kaspi Marketplace integration: orders from there are entered by hand and the data is incomplete.
- Abandoned carts are set up, but the reminder goes out after 24 hours — the customer has already bought from a competitor.
- Mailings go to the entire base without segmentation — a high unsubscribe rate and low conversion.
- The head doesn't look at channel analytics — the budget keeps flowing into unprofitable sources.
What affects the price of implementation.
Basic implementation for one store: order pipeline, WhatsApp notifications, abandoned carts, training — ₸350,000–₸600,000, 2–3 weeks. With 1C and Kaspi Marketplace integration, a loyalty program and end-to-end analytics — ₸600,000–₸1,000,000, 4–6 weeks. CRM and WhatsApp API licenses are paid to the vendors separately.
Base terms and platform choice are on the CRM and automation page.
The short version.
How much does a CRM for an online store cost?
Basic implementation with an order pipeline and WhatsApp notifications — ₸350,000–₸600,000. With 1C and Kaspi Marketplace integration and a loyalty program — ₸600,000–₸1,000,000. CRM licenses are separate.
Can Kaspi Marketplace orders be connected to the CRM?
Yes, through the Kaspi API: new marketplace orders automatically enter the CRM pipeline with the customer's history. The manager works in one window regardless of the order source.
How do abandoned-cart reminders work?
A customer adds an item on the website and doesn't check out — after a set interval (usually 30–60 minutes) the CRM sends a WhatsApp message with a link to the cart. If there's no response, a second one goes out a day later, with or without a promo code.
Is it legal to send WhatsApp mailings to customers?
Yes, through the official WhatsApp Business API with the customer's consent to notifications, recorded at registration or checkout. Templates go through Meta review — we help with that.
When will we see the effect?
Order status notifications and abandoned carts work from the first week. Segmented mailings and reactivation show results in 1–2 months, once enough customer behavior data has accumulated.
Same service for other industries
Losing orders or customers? Describe how you work now — we'll propose a setup and an estimate.
Tell us how many orders you get per day, which channels you use and whether you already have a CRM or 1C. We'll reply with an implementation plan within 1–2 business days.