Customer Support: What Service Executives Can Learn from Best Buy

(Source: Best Buy)

Best Buy receives high marks for its customer service and customer support departments, especially for its Geek Squad. In addition to a generous returns policy, the brand has a dedicated tech support function that provides top-notch service and a subscription-based service model that drives revenue.

According to the Best Buy website, its 1-year Geek Squad 24/7 support offering has 4.5 out of 5 stars.

Best Buy may be a retailer, but the company's focus on customer success can serve as a powerful template for the service industry. Here's what service executives can learn from Best Buy.

Subscription Service Models Generate Revenue and Help Customers

Best Buy's Geek Squad subscription model generates revenue for the company and provides better assistance to customers than if they were to go without it. With Totaltech™, Geek Squad's tech support team is available 24/7 to help customers with their technology needs.

Best Buy even offers service features that are in line with traditional field service operations. Totaltech™ members can even get at-home support for up to 90 minutes for a cost of $49.99 per visit.

Some aspects of Best Buy's subscription service model, such as its 24/7 support, can be challenging to replicate. However, it's something to aspire to in field service. Many field service organizations can provide 24/7 services through automated features, self-service apps, or AI-powered solutions.

Providing Multiple Options for Service Empowers Customers

Best Buy enables customers to return items online through a shipping feature, or they can simply bring their purchase to a local store and return it there. In-store returns are available even for purchases made online.

Best Buy also provides customers with a branded smartphone app that allows them to browse and make purchases wherever they are. The app is designed mostly for sales purposes, but it also includes unique features that improve the customer experience.

For example, customers purchasing home electronics can use augmented reality features to visualize how large appliances, such as televisions, might look in their homes. This feature also helps them ensure they can fit their new appliances in their space.

Best Buy Offers Business Services, Too

Best Buy's Geek Squad even offers services for businesses through Geek Squad Business Services. This offering assigns each business client with a project manager that helps them handle the logistics of any new projects. Geek Squad even provides engineers who can provide businesses with custom solutions.

Unlike its consumer-facing offering, Geek Squad Business Services provides customers with even more capabilities. For example, businesses get access to agents who can pre-configure, install, and support their technology installations.

Finally, this business solution provides ongoing support even after the project is completed. Geek Squad agents are available 24/7 for remote technical support, and the company even offers a range of on-site services to help companies repair devices.

Best Buy's Customer-Centric Operating Model

Best Buy takes a customer-centric approach across all areas of the business, but this is the result of a long journey of transformation. At the beginning of the eCommerce revolution, Best Buy struggled. But thanks to its implementation of subscription-based services and a customer-centric approach to selling electronics, it is now the world's largest consumer electronics retailer.

To learn more about customer-centricity in field service, don't miss Field Service Palm Springs 2022, happening from April 26th to April 28th at the JW Marriott in Palm Springs, California.

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