RepairLive offers Currys’ customers a fast way to solve tech problems from the comfort of their sofa

  • Currys launches RepairLive, an on demand speedy repair service, available via video call
  • Experts from the largest electronics service centre in Europe on hand to help customers identify the cause of a fault, undertake DIY fixes and assist with arranging a repair
  • Service launches on laptop category and has been proven to reduce unnecessary repairs and returns, making it easier and quicker to get a customer’s kit back up and running
  • RepairLive is set to quickly scale to other categories, including TVs and Major Domestic Appliances
  • Builds on strengths of Currys’ popular and industry leading ShopLive video call service
  • Move further cements Currys’ position as the market leader in the retailing of technology Services

Global Repair Day, 15th October 2022:  Currys, the UK’s leading retailer of technology products and services has launched a live repairs service, connecting its customers with its repairs experts via video link.

The new RepairLive service, which initially launches on Currys’ laptops category, 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.

This industry-leading proposition 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 Currys’ ShopLive service in April 2020, which is still going strong and sees the retailer offering a live online personal shopping service via video link. The ShopLive service has seen significant growth since launching and its customers are amongst some of Currys’ happiest, rating their experience 4.4/5. ShopLive customers also have a five times higher conversion rate and a 30% higher average order value.

Today, the ShopLive service provides Currys’ customers with trusted 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. RepairLive extends the ShopLive principles but connects customers with engineers in the retailer’s electronic repairs centre, which is the largest in Europe and home to 1,600 expert colleagues who made more than 1.7 million repairs across the Currys Group in 21/22.

Says David Rosenberg, Director of Service Operations at Currys: “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.

In a pilot, the call-to-action engagement rate exceeded that of its tech partner’s benchmark by 497%, affirming that customers are ready to engage with this type of service solution. The Currys colleagues that front the new RepairLive service have also all taken part in career development training to support the expansion of their role to one that is customer facing, rather than behind the scenes and so to be achieving such great scores is testament to both their commitment, the training and the need for this service. This is further reinforced by the 4.7/5 average customer satisfaction score captured after the call.

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.

The RepairLive proposition further cements Currys position as the market leader in providing technology services to retail customers, further growing its technology Services offer, and supports its strategic objective to build customers for life. The RepairLive Service will provide the retailer more opportunities to speak to more of its customers, more often and therefore increase loyalty and share of wallet. These Services also supports Currys’ drive to give tech longer life by helping customers in making sustainable choices. Last year, the retailer harvested three million parts via its harvesting operation in its UK and Ireland Customer Repair Centre, reducing the demand for new parts and lead time on repairs.