nbsp; The virtual store experience is already yielding positive results. Since launching the pilot three months ago, Incu shoppers have been 11 times more likely to make a purchase when interacting with Incu team members through Hero.  A key focus for Incu has been delivering expert advice and personalised recommendations. With this new platform CEO Doug Low is confident that it can help staff build authentic connections with online customers.  “Our store staff have always been critical in creating an Incu customer experience through their personalities and connections to customers. We felt like the digital experience didn’t allow for this organic approach so virtual shopping will not only be critical through Covid, but also beyond,” Low said.  Incu team members have already achieved an average 4.9 customer satisfaction rating from shoppers on the platform since launch, with customers praising their efforts to go above and beyond.  The virtual shopping experience has been introduced to all 10 Incu boutiques, and while it may take time for consumers to get comfortable with the idea, Low has high hopes for success with virtual.  “With any new technology we’ve always seen that it’s taken a while to catch on, however as customers get used to virtual shopping we can see that it will have exponential growth,” Low said.  “I think they will [be likely to make purchases in this way], especially if you look at the breadth of our products and also the complexities around some of the sizing and fit of our garments. It adds more comfort in the purchasing journey.” Team members can see what customers are browsing online in real time, allowing them to provide personalised product recommendations. They can also use Hero to schedule in-store appointments, text product updates to customers, recommend complementary items and notify customers when a product is back in stock.  But on occasions where staff members may be tied up with virtual customers online, how can the retailer ensure that the in-store customers are also getting the attention they need? “This has been a tricky balance for us,” Low said. “It’s one that we’re working through as our store managers are given KPIs which include their wage costs. I wish we had the answer but at the moment with us trying to juggle traffic in-store and anticipate what staffing levels each store will need, has made it tricky to make sure the staff have time to do their tasks as well as carrying out customer service both instore and online.” Incu is currently testing out a few different models to figure out what works best.  Over 200 brands globally are using the Hero platform. Locally, Mecca, Accent Group, Camilla and Marc and Levis are all on board.  “In the last 12 months, our presence in the Australian market has grown 1000 per cent,” a spokesperson for Hero told Inside Retail.  “All retailers need is a passionate team looking to connect with customers.”