Technology
Best Buy
Best Buy, a major multinaitonal retailer, specializes in consumer electronics, appliances, entertianment, and is known for its Geek Squad, which provides dedicated tech support across the retailer's vast offerings.
Summary
Best Buy's specialists and Genius Bar technicians not only provides technical solves for customer issues, they help give the brand a more inviting, local, human appeal. This is true from discovery to troubleshooting, providing concierge-level support at every key journey moment with options to upgrade for the best they have to offer.
Support delivery
*Observational only
Insights
Collaboration
01: Pre-purchase shopping with experts
Best Buy has invested in building out a number of ways customers can shop with experts – from phone consultations to live-chat online, video for virtual face-to-face shopping, in-home consultations, and scheduled in-store appointments.
Opportunities for our work
Opportunity Area
Give insight into the high quality standards behind Specialist training
Customers want to know the humans on the other end of the line are competent and well-trained.
Consider moments to reveal what's behind the curtain a little bit more so customers know to expect the best care available.
Opportunity Area
Offer concierge-level support tiers
Find ways to pair concierge teams with loyal/high value customers – creating one-to-one, human relationships.
For example, an Apple user we spoke to reported loving how their specialist Accessibility CX teams often featured the same few specialists, making it feel like a warmer relationship with someone who really understands their needs.
