Currys plc is a leading omnichannel retailer of technology products and services, operating online and 830 stores in eight countries.
Thanks to the partnership with Emplifi, Currys customers can connect to product experts not only for live demos and consultations, but also for post-purchase care.
Currys and their ShopLive journey
Currys was determined to bridge the gap between their online and physical stores. They set out to provide the best possible digital experience for their customers, which involved bringing one of their most valuable assets – their retail staff — online. Never has it been more critical to empower retail staff and to allow them to share their knowledge with online shoppers.
Currys partnered with Emplifi to deliver ShopLive: a video-powered retail service that connects website customers with product-matched experts using live video. With ShopLive, which leverages Emplifi Live Advisor’s one-to-one live video shopping technology, Currys ensures that their customer experience teams are geared to help their customers find just the right products. With over 60,000 products available, whatever their customers need, Currys has it covered. And they operate 24/7, so experts are on hand whenever you need them.
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 optimize the service's performance.
Continuing the omnichannel journey: Repair Live
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 centers, with roughly 60 experts to serve this demand later this year. When engineers are not 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."