At Profilec, you can effortlessly find the perfect pot or pan.
The challenge
At Profilec, the specialist in kitchenware, appliances, and electronics in Bruges, personal advice is central. They faced the challenge of simplifying the online customer journey, reducing the number of customer inquiries, and providing a frictionless shopping experience.
During discussions with the team, we discovered that customers often struggled with questions such as: "Which pan should I buy?" or "Which pan is suitable for induction?" The wide range of products caused confusion, leading to frustration and an increase in inquiries to customer service. This resulted in inefficient workloads and rising costs.
Therefore, Profilec was looking for a decision tool to help customers in their quest for the perfect pan.
Marketing goal
Reduce customer contact, optimize the customer journey with automated product recommendations, and increase sales.
The solution
In response, Profilec developed the ‘Panfinder,’ a smart decision tool that allows customers to quickly and easily find the right pan.
The Panfinder asks customers about their cooking needs and habits. For example: “What type of dishes do you want to prepare?” or “What occasion do you need a pan for?” Customers can respond with answers like: “I often cook for my family and want a pan suitable for large meals,” or “I’m looking for a pan that lets me quickly prepare a healthy meal after work.”
Based on these personal preferences and situations, the Panfinder selects pans that best match their wishes. This makes it easy for customers to choose the right pan tailored to their unique cooking style and needs, without feeling overwhelmed by a plethora of options or complex specifications.
The results
After launching the Panfinder, we quickly saw the impact of the decision tool. Customers indicated that they appreciated the ease of use of the tool and that they felt less need to contact customer service. This resulted in a significant reduction in inquiries about product choices, alleviating the pressure on the Profilec team. Customers felt better supported, which increased their overall satisfaction.
Additionally, the data collected by the Panfinder provided valuable insights into customer preferences. The Profilec team uses these insights to further optimize their product range. The result was not only improved customer satisfaction but also a significant increase in sales figures.
Qonfi helped us create a user-friendly tool to develop various decision aids. They are always willing to answer our questions, and a solution is found for every issue.
