Ecommerce is convenient, but it often lacks the human touch of in-store shopping. One brand wanted to bridge that gap by offering personalized consultations online — giving customers the chance to connect directly with product experts.
The Challenge:
Customers needed guidance on product fit and selection, but there was no mechanism for real-time, personal interaction. This led to hesitation and abandoned carts for high-consideration products.
The Objective:
The brand wanted to replicate the in-store experience online by:
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Offering 1:1 virtual shopping sessions
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Enabling live product demonstrations
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Increasing trust and confidence in purchases
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Driving higher conversion and average order values
The Solution:
Domani implemented a virtual shopping program directly within Shopify:
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Booking system: Customers could schedule 1:1 consultations.
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Live shopping: Product experts guided customers via video call, answering questions and showcasing products in real time.
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Seamless checkout: Customers could purchase during or immediately after the session, without leaving the platform.
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Integration with CRM: Captured customer data to personalize future communications.
The Outcome:
Virtual shopping became a powerful conversion tool. Customers who participated in sessions had significantly higher conversion rates and AOV compared to standard site visitors. Beyond sales, the program created deeper brand connections and customer satisfaction.