Currys logo

Currys Chooses Emplifi to Offer Virtual Live Care to Customers

Currys takes its omnichannel approach to the next level, providing customers with on-demand access to live support experts using Emplifi’s Live Commerce

New York, October 27, 2022Emplifi, 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.

"As the UK’s largest tech retailer, our mission is to help customers enjoy amazing technology. This means not only helping our customers choose shiny new kit, but also making sure they get the most out of it. We know that our customers find new tech exciting but also often confusing and need help when things don’t go to plan. Our new RepairLive service provides customers with expert advice to help 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," said Gillian Geraghty, Ecommerce and Omnichannel Director. "By leveraging the LiveAdvisor technology for RepairLive, we’re able to provide our customers with access to fast, efficient support without them or their tech having to leave the house."

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.

"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."

Emplifi’s one-to-one video technology has been adopted by more than 100 global retailers, such as Samsung, HP, Marks & Spencer and Signet Jewellers. In 2021, the company served over 2.7 million unique users and generated over $240 million in sales for its customers. For more information, visit here.         

About Emplifi

Emplifi is the leading unified CX platform that brings marketing, care, and commerce together to help businesses close the customer experience gap. More than 7,800 brands, including Delta Air Lines, Ford Motor Company and Mcdonalds, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit

Get more insights around live commerce
The definitive guide to livestream shopping
Livestream shopping is transforming online shopping and Ecommerce as we know it, and has especially picked up steam over the past couple of years. Here's a primer to bring you up to speed on live shopping, and why brands need to include it as part of their marketing mix.
La Guía del comprador para soluciones de compra por video en vivo
Las compras por video en vivo están arrasando con los mundos del comercio minorista y comercio electrónico. Sin embargo, encontrar la solución de compra por video en vivo correcta a veces puede ser una tarea abrumadora. Esta guía del comprador te ayudará a confiar más en tu investigación.
The Total Economic Impact™ of Emplifi Live Commerce
Emplifi commissioned Forrester Consulting to examine the potential ROI brands may realize with Emplifi Live Commerce. Learn how brands that have embraced it are enjoying a 306% return on their investment.

Algunos de nuestros premios

MarTech Breakthrough Awards 2023 - Emplifi (Influencer Marketing Innovation Award)
Emplifi -  AI Breakthrough Awards 2023 - Best Text Generative AI Solution
CUSTOMER Contact Center Technology Award 2023
TrustRadius Top Rated 2024 Badge
G2 Badge: Leader Enterprise Spring 2024
Logo - G2: Highest User Adoption (Spring 2024)
Logo - G2: Easiest Admin Mid-Market (Spring 2024)
Logo - G2: Enterprise Leader EMEA (Spring 2024)
Award - G2: Users Love Us