Innovative virtual clienteling technology promises to usher in a new era of online shopping defined by trust, credibility, and personalization, achieved by creating meaningful connections through real-life video experiences

Firework, the leading video commerce and engagement platform, announced the general availability release of its new One-to-one Video Chat product — a groundbreaking new virtual shopping solution that brings the connectivity, convenience, and personalization of in-store shopping to the digital customer experience. Firework 1:1 Video Chat modules can be added to any page on the open web and enable customers to initiate live, one-to-one video calls with dedicated sales associates or brand representatives with a single click.

The innovative new technology promises to dramatically reshape today’s e-commerce landscape by combining the convenience of online shopping with the personalization, interactivity, and support of the in-store customer experience. What’s more, by providing immediate, one-to-one access to knowledgeable product experts, One-to-one Video Chat provides customers with a seamless, safe, and well-informed shopping experience suited to their unique preferences and needs.

“At Firework, we are revolutionizing the way consumers engage with online shopping,” said Jerry Luk, Co-founder and President of Firework. “Our one-to-one video chat is more than just a product; it’s a transformative experience that recreates the intimacy and personal connection of a physical store visit. It’s about so much more than simple convenience — through this innovation, we’re bridging the gap between digital convenience and real-world interactions, crafting a future where shopping online is just as engaging and personalized as walking into your favorite store, and interacting with your favorite sales associate.”

Marketing Technology News: Ushur Launches AI Studio to Democratize AI Model Training and Management for Its Customer Experience Automation Platform

As is true of all Firework innovations, One-to-one Video Chat boasts an array of advanced capabilities and unique features that set the solution apart from other virtual clienteling technologies on the market. In addition to a variety of industry-leading technical differentiators — such as ultra-low latency, enhanced security, and seamless multi-device switching — Firework One-to-one Video Chat offers a variety of unique features such as:

• User Privacy: Firework’s One-to-one Video Chat product was designed with user privacy at top of mind. All customer conversations are initiated as one-way video chats by default — meaning the virtual sales associate is visible to the customer, but not vice-versa, resulting in an interactive, visually-engaging experience for the customer that maintains their own privacy. This ensures a personalized shopping experience that respects individual preferences and prioritizes user confidentiality, allowing consumers to shop with confidence and peace of mind.
  
  
• Proactive Assistance: Proactive Assistance allows online sales representatives to engage customers proactively, by issuing a text-based alert (or ping) offering assistance or providing information or guidance. Proactive Assistance gives brands greater flexibility to shape their own customer service experience — including a more direct, white-glove approach that addresses customers’ questions, needs, and preferences immediately, and in real-time.
  
  
• Guided Shopping: Firework’s One-to-one Video Chat is far more than just a “Zoom for websites.” Instead, it’s like having a virtual companion for online shopping. With the Guided Shopping feature, sales associates can actually accompany customers as they navigate the online store — moving from page to page and scrolling through listings right alongside them, all while suggesting complementary items, answering questions, and providing a truly immersive, personalized shopping experience.
  
  
• Interactive Exploration: Interactive Exploration, also known as co-browsing, takes digital interactivity to a whole new level. With co-browsing, customers can initiate “virtual try-on” sessions, which let users assess apparel for fit and examine intricate product details up close just as they would in-store. Customers can also collaborate with sales associates in real time, customize product choices, and enjoy an unprecedented degree of assurance in their online purchases.
  
  
• Expertise Anywhere: Firework’s One-to-one Video Chat solution also boasts device- and location-agnostic functionality, meaning consumers and experts can connect from anywhere and on any internet-connected device. Whether relaxing at home or on the go, Firework’s mobile-first approach ensures users can engage in meaningful conversations with dedicated experts whenever and wherever they please.

Taken together, the combination of cutting-edge capabilities, superior technical performance, and innovative design makes Firework’s One-to-one Video Chat solution unparalleled in today’s market. However, exceptional as the technology itself may be, Firework’s role in its development is anything but. On the contrary, One-to-one Video Chat is simply the latest in a long list of industry-disrupting innovations introduced by Firework in recent months. This year alone, the company released the first-ever generative AI solution for video commerce, a complementary suite of AI-driven content creation tools, and a first-of-its-kind, in-video checkout solution that dramatically accelerates the average consumer’s path to purchase. This announcement underscores Firework’s tireless, unwavering commitment to innovation and customer success.

Marketing Technology News: MarTech Interview with Peggy de Lange, VP of B2B Marketing at Fiverr