Customizing the Virtual Shopping Experience

In Dashboard, you’ll be able to configure many aspects of the Virtual Shopping experience to give it the right look and feel for your brand. This includes:

• Operating hours and whether or not Virtual Shopping is displayed when stores are closed and no experts are available.

• Onboard and offboard stores.

• Customer-facing text.

• Color and visual assets for On-site Chat as it appears on your site.

• Supported languages.

• Photo and video sharing between shoppers and experts.

• Automated greetings for experts to start chats quickly and in a friendly way.

• Pre-populated messages to FAQs.

• Duration of the countdown for experts to accept incoming chats.

• Integrate employee IDs.

• Lead queue, i.e. the no. messages from shoppers left when no experts are available.

• The maximum number of chats your experts can have active simultaneously.

• Departments for specialized experts.

• Options for customer service integration.

E-Commerce Readiness

How to optimize and customize your On-site chat experience to cater to new and existing shoppers.

Site Exposure

Where: for higher engagement and quality conversations, On-site Chat should appear on all relevant sales pages and follow the shopper throughout their entire shopping journey using our allow/deny URL list.

How: customize the look, sound, and feel of On-site chat from the color of the widget to customer-facing text to best represent your brand to drive success for your use case.

When: you will launch with a limited display to allow experts to get comfortable with connecting with shoppers in real time - depending on resource level, site traffic, and desired UX, you should plan to increase visibility to service more shoppers.

➡️ Manage Display: Where is On-site Chat shown on your site?

On the Dashboard, Manage Display is where you can set where Virtual Shopping is shown on your website.

For higher engagement and quality conversations, we recommend displaying Virtual Shopping on all:

• Product category pages

• Product detail pages

• All other sales-related pages

To avoid shoppers asking your product expert customer service questions, we recommend not displaying Virtual Shopping on:

• Customer Service pages

➡️ Manage Display: When should On-site Chat be displayed?

As well as on which pages, you can decide at which times On-site Chat is displayed:

24/7 display (Highest volume)

The widget will be visible at all times on your site. Outside of store hours or when the Product Experts are busy, customers can leave a message for experts to answer the next time they are online. Review the Left Message user experience here.

Available only display (Most limited volume)

The widget will only be visible on your site when Product Experts are marked as available in the app. Outside of store hours or when your Product Experts are busy, customers will not see the widget.

Within store hours display (Medium volume)

The widget will only be visible on your site within store hours. When the Product Experts are busy, customers can leave a message for experts to answer the next time they are online. Outside of store hours, customers will not see the widget.

➡️ Customize text for On-site Chat.

Most customer-facing copy within the Virtual Shopping widget is customizable. Klarna will provide some default copy, as reflected in the Editable Strings tab of the Settings Document that can be edited based on your needs.

Clienteling

➡️ Stay in touch by text and email.

Cultivate lasting relationships with online customers to keep them coming back to your brand - both online and in-store.

Shoppers have the ability to stay connected through email, SMS, or WhatsApp (depending on where you’re based) – a great streamlined clienteling feature to send important fact sheets and drive sales!

Encourage store teams to invite shoppers to join their personal Contacts after any positive chat experiences to keep in touch, keep sharing recommendations, and keep them coming back long after their first chat experience.

Departments

Utilize Departments when you need to ensure that shoppers are always routed to the right team of specialists. You can assign Store App users to the correct department all from within the Dashboard.

Customer Service Inquiries

You can seamlessly redirect shoppers into your preferred channel or existing Customer Service tool before or during a chat with a warm handover to ensure more thoughtful, sales-focused conversations.

Before a chat…

Give shoppers the option to select the nature of their query before they start a chat by using a Need Selector to be redirected to another page on your website, or to another tool. Note: this exists prior to/outside of Departments.

During a chat…

If a shopper has already started a chat but would be better served by Customer Service, team members from any department can redirect during a chat. This means you can instantly switch tools, or give your shopper the option to speak with Customer Service either immediately or with the click of a button. We are also able to share the conversation transcript with the Customer Service agent with a few additional events.

**Virtual Shopping offers a number of examples of out-the-box listener scripts for Customer Service tools or you can create your own.

Many of our merchant partners also use advanced events to customize the chat menu within the On-site Chat so it can sit alongside Customer Service tools. This is a useful way to ensure a good shopper experience by diverting support queries away from Virtual Shopping to a Customer Service tool before entering a chat.