Best Buy enhances “Geek Squad” with phone support

On a recent Retail Wire post, I discussed Best Buy’s latest service initiative: Adding phone support for its customers. This is yet another smart move by Best Buy to enhance the “Geek Squad” program. It has the potential to accomplish several things at once:

1. Providing a new revenue stream, or at least a way to enhance the service plans already offered;
2. Delivering a credible alternative to electronics companies’ own phone or online-chat service providers;
3. Driving service in a cost-efficient manner.

(I’m sure other BrainTrust panelists can think of more.) Anyone who has spent time in a long phone or chat queue waiting for a computer or peripheral company’s “help” line, and has then spent an hour trying to solve a problem with a questionable outcome, would welcome this new service as an option.


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