GERMAN Personalisation Software Services (SaaS) Intelligent Search
Reduce the bounce rate
Guided Selling
Reduce the return rate
Recommendation Engine
Increase the basket value
Personalised Shopping Area
Increase the repurchase rate
Personalised Email
Increase traffic
Campaigns & Usage Customer Targeting Realisation & Expertise AI Technology Data Science Integration & Optimisation Customer Service Customer Success Monitoring & Controlling Control Desk Other Topics Partner Data protection
References Company Software Geeks Team
100% concentrated personalization competence – even without suit & tie
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Do you also like to wear trainers and are interested in this internet?
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Be it lectures, trade fairs, webinars or other e-commerce events – we’re sometimes here, sometimes there. Get to know us!
Press
We are constantly growing and evolving. New customers, partners, products and much more. Find out now!
Blog Insights Concepts for success Case Studies
Learn how our customers personalize and increase their KPIs.
Webinars
We share our best practices in personalisation with you.
Knowledge transfer Publications
We also share our knowledge in various media.
Info material Press
What’s new about us and our personalisation.

Info about Corona Virus

We continue to work for you from home office

Learn more
  GERMAN Personalisation Software Services (SaaS) Intelligent Search
Reduce the bounce rate
Guided Selling
Reduce the return rate
Recommendation Engine
Increase the basket value
Personalised Shopping Area
Increase the repurchase rate
Personalised Email
Increase traffic
Campaigns & Usage Customer Targeting Realisation & Expertise AI Technology Data Science Integration & Optimisation Customer Service Customer Success Monitoring & Controlling Control Desk Other Topics Partner Data protection
References Company Software Geeks Team
100% concentrated personalization competence – even without suit & tie
Jobs
Do you also like to wear trainers and are interested in this internet?
Company News Events
Be it lectures, trade fairs, webinars or other e-commerce events – we’re sometimes here, sometimes there. Get to know us!
Press
We are constantly growing and evolving. New customers, partners, products and much more. Find out now!
Blog Insights Concepts for success Case Studies
Learn how our customers personalize and increase their KPIs.
Webinars
We share our best practices in personalisation with you.
Knowledge transfer Publications
We also share our knowledge in various media.
Info material Press
What’s new about us and our personalisation.

Info about Corona Virus

We continue to work for you from home office

Learn more

With Guided Selling you provide
advice in the online shop and
thereby reduce the return rate

epoq Advise | epoq Browse

Startseite » Personalisation » Guided Selling

Did you know that…

10%

of shop customers return fewer products when Guided Selling has been used (Source: Econsultancy)

77%

of German consumers see uncomplicated returns as a fairly important criterion when choosing a retailer? (Source: Statista | 2017)

83%

of online shoppers need assistance with shopping (Source: LivePerson)

70%

of users want advice and information on the internet (Source: excentos)

Guided Selling supports
your customers with the
right purchase decision

Guided Selling is an intuitive product advisor in the online shop, which is similar to a salesperson in a stationary shop. It picks up the needs of your online shopper and selects the appropriate product. Through a visual and interactive dialogue, your customer receives a more precise selection of suitable products, click by click, until the right one is found. Guided Selling thus reduces uncertainty and leads to the right purchase decision, which reduces returns. The online shopper gets the right product and makes the purchase. This is exactly what epoq Advise offers you.

Connect

Connect with your customers and build customer trust. Your customers visit your online shop regularly, so let them hear from you too. Send personalised emails on different occasions, such as birthday, lifecycle, transactions, etc. Learn more

Stream

Also provide entertainment and thus ensure constant customer loyalty. Customers like to browse through their own product and brand world to discover new things. Start here with a personalised shopping area and keep your customers coming back to your online shop every day. Learn more

Inspire

Inspire your customers as soon as they show a willingness to buy. They are now open to further buying impulses that complement or supplement their selected product. Relevant recommendations are particularly suitable for this. Learn more

Advise

Provide your customers with advice on product selection. Your customers have a need, but need help choosing the right item from the product range. An intuitive product advisor can help.

Search

Offer your customers orientation in their product research. This way, they can quickly and easily get to the desired product detail page and find out more about a product. If you want to personalise this customer touchpoint, check out our intelligent search. Learn more

Personalisation is the key to
a successful product selection

Guided Selling is part of our personalisation platform, powered by our AI engine. This uses artificial intelligence techniques to select the right product for your customers’ needs, helping them to make the right purchase decision. After each interaction with Guided Selling, exactly those products are displayed that correspond to the personal preferences of your shop customer at that moment. If a customer wants to buy running shoes, for example, the need is determined and suitable running shoes are selected. However, these are then displayed according to the current click and purchase behaviour. For example, one customer will be shown running shoes of the brand “Nike” that match their needs and another customer will be shown the brand “Asics”.

Guided Selling for products requiring explanation

epoq Advise

If you want to offer Guided Selling for products in need of explanation, such as suitcases, running shoes or bathtubs, in your online shop, it is important to determine the right functionality for your customer and to match this with their preferences. Visual filters help to identify needs and capture your customer’s product requirements by asking the right questions. To help customers with their filter selection, info icons can be integrated to explain the benefits of the product features. The matching products are displayed one after the other. The top selection comes first and shows the greatest possible match. The customer sees at a glance which product features meet his requirements and which differ. For the final purchase decision, the products can be compared with each other and it is possible to set filters to narrow down the products, e.g. according to price. Afterwards, your customer is taken directly from the Guided Selling to the product detail page.

Conversion in the luggage sector increased significantly

“With the support of epoq’s Guided Selling solution, we were able to significantly increase conversion in the luggage area. In conjunction with the Recommendation Engine, this has become an indispensable part of the worldshop.eu.”

Thomas Hilus | Manager Digital Marketing | Miles & More GmbH

Guided Selling for self-explanatory products

epoq Browse

If you want to offer Guided Selling for self-explanatory products, such as books, clothing or furniture, in your online shop, then it is important to offer the product selection preference-controlled, using tags. With these products, a customer recognises without visual filters what, for example, “short sleeve” means. Thus, the different products displayed on a shop page can be identified by different tags. By clicking on the preferred tags, your customers refine the list of results until they have selected the right product. For example, if a shop customer clicks on the tags “short-sleeved”, “black” and “cotton” in the category “T-shirts”, the results list changes immediately with regard to this tag selection. Which products and tags are displayed depends on the click and purchase behaviour of the respective customer. In addition, Guided Selling also offers alternatives, e.g. if all black S. Oliver T-shirts in cotton were displayed, T-shirts from Tom Tailer can be displayed that are similar to S. Oliver.

The personalisation of
Guided Selling can
take place in stages

Before you start personalising, you need to make sure that your digital product advisor is delivering the right results for your customers’ needs. Only then can you start with personalisation. In the first stages, you can already control the results. You want to push certain brands? No problem. In the second stage, you have the possibility to play out the results appropriately for certain customer segments and in the third stage, you can implement a complete 1:1 personalisation. You can define a personalisation strategy for your entire online shop or carry out customer targeting as part of campaigns. Our AI technology makes it possible.

The AI engine of our
personalisation platform
makes it possible

Before Guided Selling is used, we first generate a knowledge base for your online shop with our AI engine. To do this, our AI engine uses your product catalogue, the click and purchase behaviour of your shop customers and our and your expert knowledge. It links the data to knowledge and thus calculates the appropriate products for your shop customers and plays them out. Since Guided Selling is located on our personalisation platform, which is designed for the personalisation of the entire customer journey of your shop customers, you have the option of activating further touchpoints in your online shop and using the knowledge already generated by Guided Selling for this (modular structure) and further enriching the knowledge base for your online shop. Would you like to learn more about the AI engine? Then go to the AI technology.

Discover the latest insights

Webinars

[Webinar Recording] personalised Shopping Worlds (#epoqPXD)

The speakers in this presentation (Shopware, epoq and Fackelmann) will show examples of personalised shopping worlds for the online shop and how to get started with personalisation.

04. Jun 2021

Learn More

Digital Customer Experience: Personalised Shopping World – Wow your customers

18. Aug 2020

Learn how to create an inspiring digital customer experience through emotional shopping worlds.

Products
  • epoq Search
  • epoq Inspire
  • epoq Stream
Categories

#Publications

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Webinars

B2B Trends 2020: This Is How You Can Score With Online Shop Personalization

This webinar is about the requirements of B2B customers in e-commerce and what solutions the online shop personalization has in store for you in 2020.

02. Jul 2020

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Sheets

Info Sheet – The 6 Phases of an Online Customer Journey

You will find out which phases online shoppers go through in their customer journey and receive tips on how to optimize your online shop.

17. Jun 2020

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Press 12. Jun 2020

epoq and dasistweb Deepen Their Partnership for Comprehensive E-commerce Know-how

12. JUN 2020

epoq and dasistweb work together to meet the needs of shop customers along the customer journey touchpoints.

Learn More
Press 03. Jun 2020

epoq Identifies Shop Customer Needs and Supports Digital Development at Fackelmann

03. JUN 2020

In addition to its needs-based products, Fackelmann’s online shop is also to be geared to meet individual customer requirements.

Learn More
Press 27. Apr 2020

epoq Further Expands its Seamless Personalisation in E-commerce Internationally Through New Partnership With Eltrino

27. APR 2020

From now on, customers of the full service e-commerce solutions provider Eltrino can benefit from seamless personalisation.

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Press 06. Apr 2020

Ankerkraut Enhances the Customer Experience in E-Commerce by Personalising a Further Touchpoint

06. APR 2020

Ankerkraut wants to further perfect its customer experience in e-commerce.

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Press 09. Mar 2020

OUTLETCITY METZINGEN Pioneers the Use of Epoq My Stream and Introduces a New Benchmark for Customer Loyalty in E-commerce

09. MAR 2020

With epoq My Stream, OUTLETCITY introduces a fully personalised shopping area.

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Interview Thorsten Mühling at the E-commerce Germany News

13. Feb 2020

“If we want to offer customers a unique customer experience each time they visit their favorite online shop, we need to accompany them on each step of their journey through the shop”

Products Categories

#Publications

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Tailoring is a must-have
for Guided Selling

Concept

Every product has a different specification and approach in the sales talk. Therefore, the appropriate concept for Guided Selling must be developed specifically for the respective product category. Because the concept should not become a filter, but an advisor.

Product data

The product catalogue is adapted to the concept. The existing product data is often not sufficient to realise Guided Selling. We therefore clean up, expand and aggregate the product catalogue, creating additional columns such as fit (loose, tight and wide) or look (used, destroyed and monotone).

Development

The individual consultation concept is transferred into a customised code, which only needs to be integrated into your online shop to support your customers in their product selection.

This is how the integration
of Guided Selling works

01

Generation of a knowledge base

To generate the knowledge base, we need your product catalogue in XML or CSV format and the click and purchase behaviour of your shop customers. The latter is recorded via a tracking code in your online shop.

02

Setup in the test system

We discuss your visual ideas together and send you the div element as a placeholder for the Guided Selling frontend. You integrate this into your test system. Now the Guided Selling is fine-tuned and the required configuration is done.

03

Activation in the live system

After the setup in the test system and the successful function test, Guided Selling is activated in your live system and is available to your shop customers as an intuitive product advisor. If necessary, we will carry out a fine adjustment in live operation.

04

Introduction to our backend

We introduce you to our backend, the Control Desk, and train you in the various analysis and configuration options as well as the use of features. This will enable you to monitor and control Guided Selling.

05

Display of matching products

Your shop customers are shown suitable products and are taken to the corresponding product detail page. In this way, you provide advice on product selection and reduce the return rate, which has a positive effect on your conversion rate and your turnover.

epoq Control Desk

Monitoring and controlling of Guided Selling

The epoq Control Desk allows you to monitor and control various KPIs of your digital product advisor.

  • Key figures

    In the tab “Key figures” you can view various KPIs of your digital product advisor: Click performance, conversion rate, conversion funnel, response times and session duration.

More info on the control desk

When the use of Guided Selling
is worthwhile for you

Basic functionality

You already run an online shop or similar and have ticked off all the basic functionalities and now want to actively support your customers in selecting products.

Returns

You have an unusually high number of returns in a product category.

Product range

You have a deep product assortment in a certain category.

Want to help your online shoppers make the right choice?

Our Guided Selling avoids unnecessary returns.

Request offer now

Check out the latest blog articles
on Guided Selling

Blog Post

3 Examples of a Guided Selling Software

A guided selling software helps customers make decisions about what to purchase in an online shop, which can have the effect of reducing the rate of returns. In a physical store, we are all familiar with the concept of a sales advisor who is on hand to help us navigate the purchase of a pair of pants or a new TV. But although this is a common sight in retail stores, sales advisors are rarely used in online stores. These three successful examples of guided selling software will show you how you can change this in your online store.

Diego Salazar: 08. Jun 2018

Learn More
Blog Post

Digital Returns Management Begins in the Online Shop

Returns management is an important part of digital commerce. In the fashion industry, for example, returns are not uncommon. With a return rate of up to 50%*, this means that almost half of orders will be sent back in whole or in part. Even without knowing exact figures, we can still see that this results in huge costs. So it is no wonder that e-commerce managers go to great efforts to reduce the return rate. In this article, we show you how this can be done even before the purchase, as well as providing further useful information on this topic.

Janina Küpferle: 26. Jul 2017

Learn More
All articles