Incu has launched virtual shopping on its eCommerce site to bring its in-store experience to its online customers.
Shoppers can connect with an in-store expert via live video, text and messaging to receive further information about products, demonstrations and personalised advice.
The software allows associates to see what customers are browsing online in real-time, making it easy to provide customised product recommendations.
Team members can also use the platform to schedule in-store appointments, stay in touch with shoppers via text to share product updates, recommend complementary items, or notify Incu customers when a product is back in stock.
And the investment into the tech is paying off already, with shoppers using the service 11x more likely to make a purchase.
Incu CEO Doug Low said that the personalised elements of the service helps to enhance the customer experience with eCommerce consumers.
"The personal touch and curation that each of our team members brings is what makes Incu, Incu.
"It's imperative for us to arm our team with a platform that they can use to build close, authentic relationships with online customers.
"Whether they are sharing photos or videos of their favourite products with customers or even demoing how a certain jacket fits off the rack, [virtual shopping] has allowed them to do just that," he said.
The personalised service is resonating well with customers, giving Incu associates an average 4.9 customer satisfaction rating from shoppers since launch.
Incu joins other retailers including Michael Hill, The Athlete's Foot and Accent Group who have rolled out virtual shopping capabilities.