Currys has launched RepairLive, an on-demand service that aims to reduce the volume of unnecessary returns and repairs, build loyalty and increase its “share of wallet”.
The electronics retailer, which operates the largest technology repair facility in Europe, has said it will assist customers with advice, DIY fixes and repair arrangements through online video chat.
Currys director of service operations David Rosenberg said: “At Currys, we recognise the pressing need to improve our use of resources and create circular business models, which is why we are a leader in extending the life of technology through our repair, recycling and reuse programmes.”
RepairLive will launch for laptops first before expanding into other categories, including TVs and large domestic appliances, before the end of the year.
Currys aims to have 60 engineers working on the service, who will work on hardware repairs at its service centre in Newark, Nottinghamshire, when not engaged in calls to optimise operational efficiency.
A trial found that 45% of shoppers’ laptop faults could be solved by a call alone and those using the service gave their interactions a 4.7 (out of five) average satisfaction score.
“With RepairLive, we offer real guidance from real-life tech experts to keep our customers’ tech going and are resolving nearly half of all laptop issues on these calls, ensuring our customers aren’t unnecessarily parted from their tech while it undergoes a repair assessment,” said Rosenberg.
“Nothing beats talking to a real person when it comes to tech advice and what’s great about RepairLive is that customers can quickly and easily chat to one of our trusted RepairLab colleagues, and all from the comfort of their own home.”
The launch coincides with Global Repair Day on October 15.
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