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Hand holding a phone with Virtual Shopping on screen
Hand holding a phone with Virtual Shopping on screen

Virtual Shopping

Make online shopping more personal with Virtual Shopping.

Ditch impersonal chatbots. With Klarna Virtual Shopping, shoppers can connect live with retailer teams for advice and inspiration, giving them the confidence to buy.

Boost conversion and AOV.

Boost conversion and AOV.

Bring messaging and video chat to your online store to help shoppers discover what they love and give them the confidence to buy. Boost conversion and AOV as a result.

How Virtual Shopping works.

Shoppers can connect live with retailer teams via messaging and video chat for advice and inspiration.

Shoppers comment from your site.
Shoppers comment from your site.

Define where across the shopper journey on your site Virtual Shopping is displayed. Shoppers interact with the prompt to connect directly with your product experts.

They get advice from product experts.
They get advice from product experts.

Product experts engage with shoppers and give advice and recommendations. They can chat through messaging, share product links and initiate a video call.

And can see products via live video.
And can see products via live video.

Shoppers can see items up close, ask about different colors, how it fits, if it's true to size, and what else suits their style. That's how they get the confidence to check out.

Virtual Shopping connects people with people.

Virtual Shopping connects people with people.

Shoppers that use Virtual Shopping say their favorite part of the experience is the human connection it creates. Merchants can connect online shoppers directly with experts in physical stores or showrooms through live video and messaging, providing a highly personalized experience that helps consumers shop online with confidence.

Proven to increase conversion rates and drive loyalty.


of retailers report higher conversion.


report a higher AOV.


think the overall shopping experience is better in-store.

Creating value throughout the shopper journey.

Virtual Shopping creates value throughout the shopper journey. It helps generate leads, increase conversions online and in-store, and stay in touch with customers by offering a personalized online experience.

Expand reach and capture more leads.

Give your in-store teams an opportunity to connect with online shoppers regardless of their physical location. Your team can then convert the shoppers right away or invite them to a store.

Convert browsers into buyers.

Connect your product experts with online shoppers so they can answer questions, make personalized recommendations, and ultimately give the confidence to buy.

Grow customer lifetime value.

Empower your teams to form long-term relationships with customers and deliver premium experiences that turn one-time shoppers into loyal customers.


Questions on how to use the feature and how to get going? Find your answers below. For any further help or trouble-shooting, please contact customer support.

Virtual Shopping brings the best of in-store to the online experience. It enables consumers to browse and buy online with confidence by connecting them directly with in-store experts through live chats and video calls to receive product advice and inspiration. For retailers, Virtual Shopping empowers in-store teams to bring their expertise beyond the walls of physical stores to millions of shoppers online in an authentic and interactive way, allowing teams to share photos, videos and demo products live directly from the store floor, which in turn drives brand engagement and loyalty while reducing return rates.

For shoppers: Shoppers connect with an in-store expert when they click the Virtual Shopping icon on their favorite online stores. Once connected, they can chat, receive photos and videos, follow product recommendations, and even have a two-way video chat, recreating the experience they would receive in-store.

For retailers: Retailers integrated with Klarna can easily add Virtual Shopping to their online stores to deliver a true omnichannel experience. Once enabled, they can gain insights into shopper interactions and sales, enabling them to improve overall performance. To connect with online shoppers, in-store experts can now use the new, merchant facing Klarna Store App for iOS and Android. Once connected, they can begin engaging with consumers by text, chat and video, making it easy to provide personalized recommendations, schedule in-store appointments, and stay in touch.

We work with all of our partnered retailers to make sure Virtual Shopping is the right fit for their retail model before implementing the service.

It is extremely easy for retailers to add Virtual shopping to their websites. We have documentation and internal expertise to facilitate any website architecture and we work with our retailers every step of the way, from initiation through to integration and beyond.

Throughout the engagement period, we will meet with the development team and walk retailers through each step from initiation to integration. This process happens before any agreements are signed to ensure all parties are comfortable to proceed. Following this stage, we have a number of different routes depending on the retailer’s desired speed for integration. The overall integration of Virtual Shopping is extremely straightforward and the majority of the brands we work with are able to follow our step by step documentation and successfully integrate with minimal assistance from Klarna.

Klarna Virtual Shopping was built specifically to support undecided shoppers who need inspiration and product advice in-the-moment. It’s not by appointment, it’s live and it brings video styling and chat messaging together – truly bringing online shoppers inside the store with experts and stylists; and meeting shoppers where they are. It also has a built-in virtual clienteling capability that allows team members to stay in touch with VIP shoppers over text, email and WhatsApp. This is incredibly powerful in driving repeat purchases and loyalty, and creating a VIP shopper experience.

Klarna Virtual Shopping also differs in terms of scope: through this launch, we are enabling virtual shopping at scale, across thousands of merchants and markets around the world, in order to solve the broader problem which is that online shopping lacks human interaction and consumers are looking for support from real people when they are shopping online. The feature currently reaches shoppers across 300+ global brand websites, and will now be available to 400,000 Klarna merchants.

Merchants do not have to be signed up for Klarna Payments in order to use Klarna Virtual Shopping. However, it is offered at a discounted rate for Klarna’s partnered merchants – with just a one-time set-up fee. For non-partnered merchants, there is a set-up fee and platform fee.

Available to our retail partners using Virtual Shopping, the new Klarna Store App allows store teams to connect with online shoppers through live video and messaging. Via the app, store teams can chat with shoppers, share photos, and videos and demo products live from the store floor.

Yes – this is a totally separate app that has been built specifically for in-store teams to manage customer interactions.

No, the Klarna Store App is only used by in-store teams. Consumers use Virtual Shopping by connecting with in-store experts from the websites of retailers who have integrated the Virtual Shopping service.

Virtual Shopping tracks purchases and attributes sales to associates. Most brands carry over their commission and bonus plans that they already have set-up for in-store to virtual shopping, so that store employees earn commission from sales made through these virtual interactions.

Ready to start selling with Virtual Shopping?

Depending on your infrastructure and availability, we offer managed, supported, or self-activation via Shopify implementation options.

Monthly financing through Klarna and One-time card bi-weekly payments with a service fee to shop anywhere in the Klarna App issued by WebBank. Other CA resident loans at select merchants made or arranged pursuant to a California Financing Law license. Copyright © 2005-2023 Klarna Inc. NMLS #1353190, 800 N. High Street Columbus, OH 43215. VT Consumers: For WebBank Loan Products (One-Time Cards in the Klarna App, Financing, Klarna Card): THIS IS A LOAN SOLICITATION ONLY. KLARNA INC. IS NOT THE LENDER. INFORMATION RECEIVED WILL BE SHARED WITH ONE OR MORE THIRD PARTIES IN CONNECTION WITH YOUR LOAN INQUIRY. THE LENDER MAY NOT BE SUBJECT TO ALL VERMONT LENDING LAWS. THE LENDER MAY BE SUBJECT TO FEDERAL LENDING LAWS.