Currys PC World ramps up online innovation and colleague expertise to help customers this Christmas


Since temporarily closing its doors on 5 November, Currys PC World has seen a huge rise in online traffic and predicts that Christmas this year will be its biggest online to date. In response, Currys PC World is adding more expert colleagues to its innovative online offering ShopLive and Order & Collect service to cope with demand in the lead up to Black Friday.

The company is expanding its ShopLive service, bringing even more store expertise to its customers after seeing a 48% rise in traffic since lockdown. Having launched with 20 colleagues in June, the service now boosts 800 experts to help guide customers through their essential tech purchases in this challenging time, with a view to ramping this up to 2,100 by Black Friday. Each new expert goes through two days of specialist training to ensure they can help customers with every tech query. The service connects customers to a video chat with one of its tech experts, helping customers work out the right tech option for them, all from the comfort of their own home.

Over 600,000 visitors have used the ShopLive service after it was launched in June this year in response to Covid and the needs of their customers. Online consumers have been buying laptops, large screen TVs, washing machines and printers & scanners – with a move from home office equipment from the first lockdown to more essential tech and gifts this time around.

Also, as stores are currently temporarily closed, there has been a greater need to support its ‘zero-contact’ Order & Collect service which has proven extremely popular – especially for the new console launches and getting vital tech for homes during lockdown.  The business predicts that this will only get busier in the lead up to Christmas, with up to 170,000 parcels passing through the service each week. The Order & Collect service allows customers to order, park up and have their product delivered to their boot with zero contact with store colleagues, a service that is extremely popular and important to a fifth (20%) of Currys PC World customers.

Mark Allsop, chief operating officer at Currys PC World, says: “We have seen our online traffic double overnight and we do not see this dwindling over the next two months, we have Black Friday fast approaching, console launches and Christmas on our radar and we are doing everything we can to ensure people can have the best Christmas possible after an intense and unique 2020. Our innovative platform of ShopLive and Order & Collect service, bolstered by an army of experts, will be vital in helping our customers navigate the essential tech they need.”

As stores reopen on 3rd December, ShopLive and Zero Contact Order & Collect will still be up and running, so customers can still shop safely if their current circumstances and personal preference is to keep contact to a minimum when shopping for tech with us.