What happened: Rogers customers in Metro 麻豆传媒映画starting today (March 12) are able to have customer service representatives personally deliver purchased听phones and help them听set up their devices, the president of Rogers鈥� wireless division, Brent Johnston, told Business in Vancouver March 11.
Why this matters: It is a sign of how retailers are starting to reach out to customers who buy online or via a call centre to ensure that the customer experience is as fulfilling as being in-store.
The telecom dubs the program Rogers Pro On-The-Go. While it launched Wednesday in Metro Vancouver, it听already operates in Rogers' headquarters city of Toronto.听
Rogers has contracted California-based Enjoy to operate听the service,听and Enjoy has hired 15 people in 麻豆传媒映画to do the deliveries and the phone set-ups. It has also leased office space in Vancouver, its CEO,听Ron Johnson, told BIV.
The phone deliveries could happen as soon as a few hours after听the purchase, and would involve the delivery people also advising customers about various telecom-plan options, as well as helping them to set up their device, transfer applications, synchronize contacts, understand phone features and buy accessories, such as cases, headphones and various attachments. Rogers expects that most of the visits will last about 45 minutes each. The customer service reps will go to wherever the customer wants them to go, be it an office, home or even a coffee shop.
Rogers will not charge听customers any fees for using this service, its CEO, Johnson, said.听
He explained that听most of his customers buy phones in-store, while the second largest source for these sales is by听phone at the company鈥檚 call centre, when customers call in to change their telecom plan. Rogers operates about 70 stores in B.C.听
鈥淭hey鈥檙e very much looking for two things,鈥� Johnson said. 鈥淭hey鈥檙e looking for some advice on 鈥業s this really the right phone for me?鈥� and secondly, 鈥榃hat about my rate plan? Am I making a change?鈥� Often rate plans change as their needs change as they get a new device.鈥�
Online sales via Rogers鈥� website is a smaller source for sales than the company's call centre, he added.
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