Virtual Shopping for Managers

Achieving your goals with Virtual Shopping

About Klarna Virtual Shopping

Klarna Virtual Shopping allows your teams to connect with online customers the same way they do with shoppers in-store. They can offer advice, make product recommendations, and generate sales.

While browsing, shoppers can launch Virtual Shopping on your website and send a message to ask for assistance. If someone is available, a customer will be able to chat live. If no one is available, the customer may have the option to leave a message. If they choose to do so, the chat will come through to your team when you next go available.

For retailers using Virtual Shopping for Shopify, Virtual Shopping will only appear when your team is available.

Why is it important?

While online shopping has risen to new heights in recent years, in-store shopping remains the dominant channel, accounting for nearly 80% of global retail sales in 2021. According to new findings from Klarna's Shopping Pulse Report, consumers favor shopping in physical stores because of the social interaction and level of customer service they offer.

Unlike shopping in-store, the online experience does not allow consumers to see a product up close, touch, or try on items, making it hard to tell if products are true to size, fit, or color. Consumers today are looking for the same level of assistance when shopping online, with over three-quarters (78%) of US shoppers believing that online retailers need to invest in new technology to create more personalized services (45%) and product recommendations (40%).

Klarna Virtual Shopping allows customers to shop anything from sneakers to sofas without ever stepping foot in-store, but still receive expert guidance from in-store teams to help consumers in their purchasing decisions. Through live video and messaging, consumers can view photos and videos of items up close and watch live product demos directly from the store floor - demonstrating everything from how a piece of clothing fits off the rack to the color of a cosmetic product or the size of a piece of furniture.

What do I have to do?

As a Virtual Shopping Manager, your role is to coach your team on this new service and ensure they are providing the best possible customer experience.

In this section, you'll learn about how to coach your teams on Virtual Shopping, monitor performance, deal with different situations and learn some best practice.

pageOnboarding your teamspageUsing the DashboardpageOnline sales attributionpageIncentive strategiespageBest Practice