Klarna Virtual Shopping
E-commerce tools
E-commerce software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Retail and wholesale
- Accommodation and food services
- Arts, entertainment, and recreation
What is Klarna Virtual Shopping
Klarna Virtual Shopping is a merchant tool that supports live, assisted shopping experiences for online retail customers. It enables store associates to guide customers through product discovery and purchase using real-time communication and shoppable interactions. The product is typically used by e-commerce and omnichannel retailers that want to replicate in-store assistance online and improve conversion for higher-consideration purchases. It is offered as part of Klarna’s broader commerce and payments ecosystem for merchants.
Live assisted selling workflow
The product supports real-time engagement between shoppers and store associates to answer questions and guide purchases. This can help retailers handle complex product decisions that are harder to resolve with static content alone. It fits use cases such as clienteling, appointment-based shopping, and high-touch categories. Compared with general-purpose site widgets, it is oriented around guided selling rather than only messaging.
Shoppable interaction capabilities
Virtual Shopping sessions are designed to connect assistance with product selection and checkout actions. This reduces the need for shoppers to switch between channels or restart the purchase after a conversation. Retailers can use it to move from consultation to transaction within the same flow. This is particularly relevant for mobile shoppers where context switching can increase drop-off.
Part of Klarna merchant stack
For merchants already using Klarna services, Virtual Shopping can align with existing commercial relationships and integrations. Klarna’s merchant platform focus can simplify vendor management compared with adding a separate point solution. It also supports a consistent customer experience when Klarna is present at checkout. This can be operationally convenient for teams consolidating commerce tools.
Best fit for Klarna merchants
The product is most straightforward to adopt when a retailer already works with Klarna’s merchant ecosystem. For merchants that do not use Klarna, onboarding may add commercial and technical dependencies beyond the virtual shopping use case. This can make it less flexible than standalone engagement tools. Procurement may require aligning multiple stakeholders (payments, e-commerce, CX).
Not a full CX platform
Virtual Shopping focuses on assisted selling rather than providing a complete customer engagement suite. Retailers may still need separate tools for broader live chat coverage, automated support, loyalty, post-purchase tracking, or on-site personalization. This can increase the number of systems to integrate and manage. Reporting may also be split across tools depending on the rest of the stack.
Operational staffing requirements
Live shopping requires trained associates and scheduling coverage to deliver consistent experiences. Without sufficient staffing, response times and session quality can vary, which can reduce impact. Retailers may need new processes for routing, product expertise, and performance management. This adds ongoing operational cost compared with self-serve e-commerce experiences.
Seller details
Klarna Bank AB
Stockholm, Sweden
2005
Private
https://www.klarna.com/
https://x.com/klarna
https://www.linkedin.com/company/klarna/
