Email vs CRM for a sales funnel

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Hi, I work for an online furniture store with an average order value of $1500. Proper communication with every lead is really important.

I'm looking to create an automation sequence:

  1. Customer asks question via email/text

  2. We reply.

  3. If they don't reply or purchase, a reminder is sent to our costumer service team to follow up.

  4. If the customer doesn't reply to the follow up, they get sent to the drip campaign.

Is it better to use a CRM like pipedrive or do it all through MailChimp/Klaviyo? Or use both tools?

Thank you in advance.

submitted by /u/Furniture718
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