epoq Identifies Shop Customer Needs and Supports Digital Development at Fackelmann

Ettlingen, June 3^rd 2020 – epoq internet services GmbH, the expert for online shop personalization, is supporting Fackelmann, the leading company for kitchen and household aids and baking tins, in its digital development within the online shop by specifically identifying and fulfilling shop customers’ needs.

Personalization as an important component for digital development along the shop customers’ needs

For more than 100 years, Fackelmann – the traditional German company for kitchen and household aids as well as baking tins – has always responded to the individual requirements of customers with its diverse product range. This is one of the reasons that make Fackelmann one of the leading companies in the household sector with a brand awareness of 80%. In addition to products that meet the needs of the customers, the online shop is also to be geared to the individual requirements of each shop customer. Customers should quickly find what they are looking for and be inspired by additional articles on their way to completing their purchase. To achieve this, epoq uses its AI-supported personalization, depending on the needs and customer journey phase of the individual shop customer. “We always have our finger on the pulse of the times with a high level of innovation. Personalization is therefore an important component for us in driving digital development forward,” says Lutz Danhof, Head of E-Commerce at Fackelmann.

Orientation and inspiration as the first personalization measure for digital development

“At epoq, we take the path of identifying customer needs and responding to them individually. To do this, we look at the individual phases of the customer journey and respond specifically to the respective needs”, says Thorsten Mühling, CEO of epoq. If a shop customer is searching for a product, it is important to offer them orientation. The intelligent search function, epoq Search, responds to this need and guides shop customers quickly and easily to their desired product. In addition, relevant recommendations via epoq Inspire at various points in the online shop provide buying impulses that match the shop customer’s particular buying interests. In doing so, the shop is meeting the customer’s need for inspiration, which is all the more present as the customer willingness to buy increases. “We are convinced that the personalization of epoq will enable us to drive forward our digital development and thus offer our customers a more individualized purchasing process,” continues Lutz Danhof. Thus, in addition to product experiences, the Fackelmann online shop creates shopping experiences that also have a positive impact on sales.