A step forward in personalized shipping communications—Epoq partners with PAQATO

Ettlingen, November 14, 2022 – Effective customer communication in e-commerce doesn’t end at checkout. Through a technology partnership, Epoq and PAQATO are expanding the personalized shopping experience to include shipping communications and track-and-trace capabilities.

Automated association communication goes personalization

Success in e-commerce depends on numerous factors. From the findability of an online shop to its visual and functional design, extensive consideration, decisions, and professional implementation are required to accompany customers throughout the entire customer journey and guide them to a successful checkout. Numerous surveys also show that the entire topic of shipping is an additional factor for success. Lack of transparency and excessive costs lead to cancellations, delivery problems, delays, and deficiencies in after-sales management. This can ultimately result in cancellations and complaints, which prevent repeat purchases and the development of customer loyalty.

To enable e-commerce managers to effectively leverage the potential of the shipping process, PAQATO GmbH, based in Münster, Germany, has developed tools that control and automate shipping communications. Instead of delegating all communications to a logistics service provider, these can be integrated into marketing as part of customer communications and used to build long-term, revenue-generating customer relationships. In numerous projects, shipping communication with PAQATO has already generated an additional 10 percent in shop sales during the shipping process. The integration of a "track & trace" page in the company's own online shop brings the customer back during the shipment tracking process and enables targeted additional sales through the additional personalized offer, as well as generating additional interest throughout the entire shipping communication process.

“The partnership between Epoq and PAQATO provides online retailers of all sizes with the perfect opportunity to inspire their customers to make repeat purchases through personalized content (such as promotions and complementary products),” said Michael Lüken, founder and CEO of PAQATO GmbH.

E-commerce managers benefit from targeted KPI optimization

Through a recently established technology partnership, Epoq and PAQATO are combining their extensive expertise in automation and AI-powered 1:1 personalization, linking Epoq’s refined services across the e-commerce customer journey with PAQATO’s straightforward and efficient solutions for shipping communications. Furthermore, the collaboration with PAQATO further expands the possibilities for analyzing and thus optimizing every step of the customer journey. While Epoq enables e-commerce managers to develop a customized personalization strategy and thereby increase revenue per session—as seen at OUTLETCITY METZINGEN, where revenue rose by 5.04%— as well as continuously improving an online store’s performance through qualitative and quantitative analyses, PAQATO succeeds, among other things, in reducing customer inquiries about package status by up to 45% and also in monitoring collaboration with shipping service providers.

"We are delighted to have PAQATO as another partner at our side who, like us, is committed to customer satisfaction," explains Thorsten Mühling, Managing Director DACH at epoq internet services GmbH. "Together, we can support our customers in providing their customers with effective, efficient, and, above all, comprehensive support, thereby winning them over and retaining their loyalty."