Fashion retailer, Incu has partnered with virtual shopping platform, Hero to bring its in-store shopping experience to online customers.

Hero connects shoppers with a team member at a nearby Incu store via live video chat and messaging and initial results have been impressive with Incu shoppers using Hero now 11 times more likely to make a purchase.

Beyond live video chat and messaging, store associates can see what customers are browsing online in real-time, making it easy to provide personalised product recommendations just like they would in-store.

They also use Hero to schedule in-store appointments, stay in touch with shoppers via text to share product updates, recommend complementary items, or notify customers when a product is back in stock.

With 10 Incu Stores, as well as rag & bone and APC stores under the Incu group, Incu founders Brian and Vincent Wu originally designed the stores to recreate the shopping experiences they had on trips to Hong Kong.

The personal touch and curation that each team members brings is what makes Incu what it is, according to CEO, Doug Low.

“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 favorite products with customers or even demoing how a certain jacket fits off the rack, Hero has allowed them to do just that,” he said.