Currys takes its omnichannel approach to the next level, providing customers with on-demand access to live support experts using Emplifi’s Live Commerce
Emplifi, the leading unified customer experience platform, today announced that Currys plc, the well-known electrical retailer in the UK, is using Emplifi Live Advisor to deliver live customer care on demand. Through Emplifi’s leading Live Advisor solution, which came through the acquisition of Go Instore in September 2021, Currys customers can connect to product experts not only for live demos and consultations, but also for post-purchase care.
Through RepairLive, Currys allows customers to connect to an in-hub engineer in their own home, via two-way video. Initially launched solely on laptops, the retailer plans to quickly scale the service across its TV category by January 2023, as well as its Major Domestic Appliances category via its contact centres, with roughly 60 experts to serve this demand later this year. When engineers aren’t engaged in a video call, they use their downtime to carry out hardware fixes, making their operational model both efficient and agile. RepairLive’s call-to-action engagement rate exceeds the Emplifi benchmark by 497%, affirming that customers are ready to engage with this type of service solution, again supported by the 4.7/5 customer satisfaction score captured after the call.
Currys has been partnering with Emplifi for some time via their ShopLive offering. ShopLive gives Currys customers access to in-store expert advice at the click of a button as they browse its catalogue of over 60,000 products. Once the customer has received advice, they will have access to a one-click add to basket feature for a seamless checkout. Emplifi tracks multiple data entry points in the journey, such as sales attribution and post-call feedback to both better understand the customer and optimise the service’s performance.
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“We’re proud to be able to extend our partnership with Currys, one of the best-loved brands in the UK, to offer their customers access to support from the comfort of their homes or offices,” said Mark Zablan, CEO, Emplifi. “Modern consumers want access to support when and where they want it, and Currys is a great example of a brand that really gets the importance of omni-channel support to delight customers.”
