O2 has launched a new digital Guru service taking the knowledge and skills of its team of mobile phone experts online.
Whether people are struggling with tech issues while working from home or unable to visit a store while juggling the day-to-day demands of their job with looking after children, the mobile operator hopes this service will help those in most need.
A recent poll by O2 found that 35 per cent of Brits have missed the advice and help given by staff in stores, with fixing a problem of an existing device, discussing a mobile contract and purchasing a new device or phone the three most-requested virtual services.
The scheme, running initially as a pilot, will see Gurus available in 121 video support sessions, offering the same level of expert support available at O2 stores across the country.
These digital Guru sessions offer parents in need of tech assistance, but who are unable to get childcare or travel with their children to their local O2 sop, to receive invaluable advice from the comfort of their own home.
Gareth Turpin, Sales, Service and Retention Director at O2 said: “When it comes to shopping, we love the personal touches – great customer service, technical advice and support when help is needed.
“Our research has shown that customers really missed this expert advice when shopping for tech during lockdown so we’re happy that our Gurus will be able to help people virtually.
“We’ve seen that shoppers have a real desire to get back on the high street, but for those who can’t, we’re proud to offer our services online to help them to get the support they need.”
Lauren Crossley, Guru at O2’s store in Poole said; “As a Guru I love being able to help customers with their queries which can range from issues such as moving data between devices and accessibility assistance to general advice and problem solving.
“We know how much our customers value personalised service and virtual appointments will enable us to help even more people, giving them the support they need to get their best out of their tech.”
The news follows the reopening of O2 stores across the UK, where virtual queueing technology is already used to ensure that customers are not held in queues waiting to be seen.
There has been high demand for face-to-face tech support from O2 Gurus in stores, and to avoid long wait times, O2 took the decision to broaden out the availability, taking Gurus online.
Gurus will also be available for in store appointments across the country, for those able to visit their local O2 store.
For more information about all the measures O2 has put in place to help customers during the coronavirus pandemic visit the website here.
To book a digital Guru appointment visit Twitter.com/O2 here.
