// Currys launches RepairLive to help customers identify the cause of a fault
// Experts are on hand to help with laptops, but it is set to quickly scale to other categories
Currys has launched an on-demand tech repair service RepairLive, which helps customers identify the cause of a fault and undertake DIY fixes via video call.
The tech retailer said the new repair service takes its ShopLive offer to the next level as it focuses on helping the customer to get the most out of their existing tech instead of choosing the right tech.
Experts are on hand to help with laptops, but it is set to quickly scale to other categories, including TVs and Major Domestic Appliances.
The launch of RepairLive supports Currys’ strategic objective of “building customers for life” through the provision of add-on services.
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RepairLive is available if a customer finds fault with a laptop purchased from Currys, or if they’re thinking of returning it.
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 ShopLive in April 2020, which sees the retailer offer a live online personal shopping service via video link.
ShopLive offers customers with expert advice, helping them choose the products they need by connecting them with colleagues in stores around the country via a one-way video call.
Meanwhile, RepairLive connects customers with engineers in the retailer’s electronic repairs centre.
Currys service operations director, 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.
“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.”
Initially launched solely on laptops, the retailer plans to expand the RepairLive service across multiple categories, with roughly 60 experts to serve this demand, later this year.
When the expert engineers aren’t engaged in a video call, they use their downtime to carry out hardware fixes, making the operational model both efficient and agile.
