By leveraging Bambuser for interactive live shopping, family-owned Woolx successfully scaled its signature personal touch into a high-impact digital experience. Moving beyond static e-commerce, they achieved a remarkable 65.5% engagement rate by turning product demonstrations into authentic community conversations that prioritize listening over just selling.
Challenge
As a growing family-owned brand, Woolx has always prioritized close relationships with its community. However, scaling that personal connection across digital channels proved challenging. Traditional e-commerce formats - product pages, ads, and short-form video - weren’t enough to fully communicate the unique feel, fit, and benefits of their Merino wool garments. At the same time, customers were actively seeking more detailed information, real-life demonstrations, and authentic engagement before making purchasing decisions.
Solution
To bridge this gap, Woolx leaned into live shopping and video commerce. Building on their already engaged community, especially within their Facebook group, they introduced regular live events that offered first access to products, exclusive discounts, and interactive experiences.
Using Bambuser, Woolx created a seamless, cross-platform live shopping experience where they could:
- Demonstrate products on real people with 360° views
- Answer customer questions in real time
- Showcase fabric feel, stretch, and fit
- Provide styling tips and color comparisons
Their approach combined entertainment and utility—featuring giveaways, themed shows, and authentic hosting that reflects the brand’s personality. Most importantly, they stayed true to their roots: listening closely to their audience and responding directly to their needs.
Results
The impact has been significant. Woolx has built highly engaging live experiences that consistently outperform industry benchmarks, achieving an impressive 65.5% engagement rate.
Live shopping has become a key channel for:
- Deepening customer relationships
- Increasing product understanding and confidence
- Driving repeat engagement through exclusivity and community-driven content
By making their live events interactive, personal, and fun, Woolx has successfully translated their “family business” feel into a scalable digital experience—turning customers into active participants in the brand.
“Customer connection is probably one of the most important things to us. We have such an engaged community who gives us real-time feedback… In the end, it all comes back to listening to your audience and being yourself.”
Alexa Freije
Director of Social Media, Woolx
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