inShop is a cloud-based virtual shopping platform that connects online shoppers with live store experts through browser-based video call. So retailers can offer in-store service, product demos, and personal advice to customers anywhere.
A virtual shopping platform brings the human side of in-store shopping to e-commerce. Instead of relying only on product images, descriptions, and chatbots, retailers can connect shoppers with real store experts through live video.
What Is a Virtual Shopping Platform?
A virtual shopping platform is software that lets a shopper talk to a store expert online, in real time, and see products the way they would in a shop. It combines live video, scheduling, and expert help in one place.
Think of it as a store counter on a screen. A customer starts a call, and a sales associate appears. The associate shows the product, answers questions, and guides the purchase.
This is different from a website, which only displays products, or a chatbot, which only answers simple questions. Virtual shopping adds a real person and a real conversation.
inShop is InstaVC’s version of this idea. It is a cloud-based SaaS platform for retail stores and e-commerce businesses that gives online customers a virtual in-store experience through live video calls. For a broader introduction to the category, read our complete guide to virtual shopping platforms.
Why Online Stores Struggle to Match Physical Stores
In a physical store, a shopper can ask a question and get an answer in seconds. Online, they get photos, a description, and reviews. That gap shows up in the numbers.
According to the Baymard Institute, the average online shopping cart abandonment rate is 70.22%, calculated across 50 studies. About 7 in 10 shoppers who add an item to their cart leave without buying. See the full dataset in the Baymard Institute’s cart abandonment research.
Not every abandoned cart is a lost sale, since many shoppers are just browsing. But Baymard also found that better checkout design alone could raise conversion by 35.26% for the average large online store. Small points of friction cost real sales.
Common reasons shoppers leave:
- Unanswered questions about fit, quality, or features
- Low trust because photos cannot prove quality
- Choice overload with no one to guide them
- No human contact to reassure a nervous buyer
A strong online shopping experience answers these concerns before the shopper gives up.
How inShop Recreates the Store Experience
inShop maps each strong in-store moment to an online feature. Here is how.
1. Instant video calls (the “walk up to the counter” moment)
Customers can start a call instantly by scanning a QR code or entering a unique Vendor ID. Calls run in the browser through WebRTC technology, so shoppers need no software or app download. inShop is designed to support HD video even on low-bandwidth connections.
For more on the technology behind reliable calls, see our overview of video conferencing software solutions.
2. Automatic call routing (the “next available associate” moment)
Incoming calls go straight to available agents. This keeps wait times short and gets shoppers to an expert fast.
3. Customer waiting room (the “browse while you wait” moment)
If every agent is busy, shoppers wait in a branded room. Business admins can upload marketing material there, so the pause becomes a chance to show offers and products.
4. Scheduled video shopping (the “personal appointment” moment)
Admins create business schedules based on availability. Registered customers then book scheduled sessions with the business at a time that suits them. This works well for high-value purchases.
5. Agent and device management (the “store staffing” moment)
Admins oversee agent activity and performance. Each device gets a unique code, so multiple devices, such as in-store kiosks, can connect to inShop.
6. Records and feedback (the “learn from every visit” moment)
inShop keeps call logs (missed, rejected, and incoming calls) and a customer feedback list. Built-in analytics show engagement and shopping behavior to admins, agents, and registered customers.
7. White labeling and easy integration (the “it’s your store” moment)
Retailers can embed inShop in their website or mobile app through an SDK or iframe, using their own logo, call button, and look and feel. The platform also offers license management and simple customization, so it fits existing workflows.
Three portals, one workflow
inShop runs on three role-based portals:
- Admin portal: manage devices, agents, waiting room content, schedules, analytics, and licenses.
- Agent portal: handle incoming calls, scheduled calls, call history, and missed or rejected calls.
- Customer portal: start meetings, book schedules, and view past meetings.
The platform uses Node.js as part of its technology stack and is designed to support reliable, scalable video communication.
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In-Store vs. Standard Online vs. inShop
| Shopping Factor | Physical Store | Standard Online Store | inShop Virtual Shopping |
|---|---|---|---|
| Expert help | Yes, in person | Limited (FAQ, chatbot) | Yes, live on video |
| See product in detail | Yes, in hand | Photos and text only | Yes, live demo on camera |
| Wait experience | Queue at the counter | None | Branded waiting room with offers |
| Booking a time | Walk-in or phone | Not available | Scheduled video sessions |
| Trust building | High | Low to medium | High |
| Reach | Local only | Global | Global |
| Download needed | Not applicable | Not applicable | None (browser-based) |
| Branding | Store brand | Store brand | White-labeled, store brand |
| Customer data | Limited | Web analytics | Call logs, feedback, analytics |
Real Results: Retail Case Studies
GRT Jewellers: India’s first video shopping portal
In 2016, InstaVC implemented India’s first video shopping portal for GRT Jewellers. The company faced a familiar problem: opening stores abroad is expensive and complicated, which limited its global growth.
InstaVC built a video commerce portal on WebRTC and Node.js and integrated it into the GRT website. Customers worldwide could speak with sales executives in real time, in HD video, on any device and with no downloads.
The reported results:
- About 200 calls and appointments scheduled daily
- New customers in the USA and Australia
- Higher customer satisfaction and convenience
- Greater convenience and confidence when purchasing high-value products through virtual product demonstrations and consultations
Emerald Jewel Industry and CKC Jewelers
Emerald Jewel Industry, a manufacturer and exporter of fine jewelry, saw a surge in online sales of its diamond collection. Shoppers could inspect the brilliance of each diamond virtually and speak with gemological experts. Emerald also reached new customers across the globe.
CKC Jewelers, part of the C Krishnaiah Chetty Group with a legacy of over a century, used inShop to enter the online retail space. It reduced inventory management costs by showcasing exclusive items virtually. It also saw a rise in international sales, since customers living abroad could enjoy a real shopping experience through inShop’s consultations.
The pattern is consistent. Live human interaction builds the trust that high-value online purchases require.
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What Industry Data Says About Video Shopping
Independent research supports the results above.
Higher conversion. McKinsey reported that companies using live commerce have seen conversion rates approaching 30%, up to ten times the 2–3% typical of conventional e-commerce. Read the full analysis in McKinsey’s report, It’s showtime! How live commerce is transforming the shopping experience.
A fast-growing channel. The same research estimated China’s live commerce at $171 billion in 2020. It projected that live-commerce-initiated sales could reach 10 to 20 percent of all e-commerce by 2026, if China’s experience is a guide.
Fewer returns. Coresight Research data, as cited in industry reviews, shows fashion purchases through live commerce return at about 10%, versus 20% to 30% for typical online orders.
A caveat. These conversion rates usually describe viewers who chose to join a live session, not all site visitors. Your results will depend on your products, your price range, and your associates.
Video is changing communication beyond retail too. For the bigger picture, read these key facts about video conferencing and how it is transforming communication across industries.
Key business benefits
- More sales from shoppers who get their questions answered
- Global reach without opening physical stores
- Lower inventory costs by showing exclusive items virtually
- Greater trust through face-to-face interaction
- Better insight from analytics, call logs, and feedback
Which Retailers Benefit Most
inShop suits businesses where customers want advice before they buy.
- Retail and jewelry: store owners, gems and jewelry sellers
- E-commerce: platform owners, marketplace managers, independent online sellers
- Independent sellers: artisans, craft businesses, and influencers
- Automotive: dealerships and manufacturers
- Real estate: property sales and management teams
- Travel and hospitality: hotels, resorts, and travel agencies
- Manufacturing and industrial sales: teams that demonstrate complex products
How to Launch Virtual Shopping in 5 Steps
Step 1: Pick your products. Start with items shoppers hesitate over, such as high-value or high-choice products.
Step 2: Choose your experts. Select staff with strong product knowledge. They can work from the office or from home.
Step 3: Set up the platform. Add your agents, register devices, and create business schedules in the admin portal.
Step 4: Brand the experience. Embed inShop into your website or app with your logo and call button. Upload offers and product material to the waiting room.
Step 5: Measure and improve. Review analytics, call logs, and customer feedback. Use what you learn to refine your product pages and your team’s approach.
Final Thoughts
The best physical stores succeed because of people, not just products. A virtual shopping platform like inShop brings that human help online. Customers see products clearly, get real answers, and buy with confidence. Retailers reach buyers worldwide without opening new stores.
The results from GRT Jewellers, Emerald Jewel Industry, and CKC Jewelers show how video shopping works in practice. Start with a few products, train a small team, track results, and grow from there.
Frequently Asked Questions
What is a virtual shopping platform?
A virtual shopping platform is software that connects online shoppers with live store experts through video. Customers see products demonstrated, ask questions, and buy with guidance. It recreates the help a shopper would get in a physical store.
What is inShop?
inShop is InstaVC’s cloud-based SaaS virtual shopping platform for retail stores and e-commerce businesses. It offers instant video calls via QR code or Vendor ID, HD video on low bandwidth, automatic call routing, a customer waiting room, scheduled sessions, analytics, and white labeling. Customers join from a web browser with no download.
How to integrate inShop into my website?
Retailers embed inShop through an SDK or iframe. They can customize the call button and business logo, so the experience matches their brand. The same platform also works inside a mobile app.
Why do shoppers abandon online carts?
According to the Baymard Institute, the average cart abandonment rate is 70.22%. Reasons include browsing without intent to buy, checkout problems, and unanswered questions. Live expert help addresses the questions and trust problems directly.
Why does video shopping increase trust?
Shoppers see the real product and speak with a real person. CKC Jewelers found that inShop’s virtual consultations digitally mimicked human presence, building trust and confidence for customers buying from far away.