Currys launches tech emergency service
Currys has launched a live repairs service, connecting its customers with its repairs experts via video call.
The new RepairLive service provides customers with expert advice, all from the comfort of their own sofa, helping them to identify the cause of a fault, undertake DIY fixes, as well as to assist with arranging a repair or return of their product.
RepairLive connects the customer with Currys’ expert repairs engineers via a two-way video link (with the camera on or off), the engineer then triages and remotely diagnoses the fault, taking the customer through a diagnostic process that results in either a DIY repair or a requirement for the item to be sent back to Currys.
The launch of RepairLive follows the successful roll-out of Currys’ ShopLive service in April 2020, where the retailer offers a live online personal shopping service via video link.
David Rosenberg, Director of Service Operations at Currys 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.
“As the UK’s largest tech retailer, our mission is to help customers enjoy amazing technology. This means not only helping our customers choose and enjoy shiny new kit, but also giving longer life to the tech they already own – something never more important given the cost of living crisis.
“With Repair Live 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. 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 Repair Lab colleagues and all from the comfort of their own home.”
RepairLive launches after a lengthy online trial which found that it reduces costs for collected and recycled products, through avoiding returns and repairs. Since launching at the end of March, the service has resolved 45% of all faults via the call alone. The offer is now being extended via Currys’ other customer communications channels including contact centres and live chat and is set to launch across its TV category by January 2023, as well as its MDA category via its contact centres.
