PC World to offer remote tech fixes

Consumer electronics retailer DSG International (DSGi) has launched a remote assistance service to complement its existing TechGuys IT support service.

Using an application called GoToAssist from Citrix, TechGuys staff will be able to virtually access customers' PCs to deal with technical issues such as printer configuration.

The service aims to improve customer satisfaction, make tech support more efficient and reduce the amount of house-calls staff are required to make.

silicon.com Retail & Leisure

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The service is also an additional revenue stream for the retailer, which owns the Currys, Dixons.co.uk and PC World brands. Customers can sign up for £89.99 per year or choose to pay a monthly fee, the cost of which has not yet been established.

Jason Smith, DSGi head of trading for the TechGuys team, said: "This is a 'how-to' type of service. We think it's a big area where we can help customers and add value for them."

Smith explained to silicon.com DSGi has already run a 100-PC pilot to ensure the service will be embraced by its customers and he expects to see a swift take-up in the run up to Christmas. A 150-agent customer contact centre has been set up by the retailer to cope with the expected demand.

The retailer estimates more than 10,000 customers will sign up to the service within the first few months.