Self-Diagnosis is a fully responsive microsite embedded in BestBuy.com to help customers self-assess issues with their devices. The system uses two facets of artificial intelligence: machine learning and automated handling. Both harness Geek Squad's twenty-five years of call transcripts and troubleshooting models.
Test users quickly identified the rationale behind the application; to save time, reduce call volume and encourage self-service. Most participants were not aware that Best Buy did computer repair (which surprised us all on the Services team, both marketing and tech).
The reactions among test users was largely positive. The length of the interaction was considered appropriate, had logically sequenced stages and was easy to complete. However, some participants found the outcomes predictable or "surface level”, and expected more in the way of pricing and timing options. Overall, the majority found it useful, and gave them a base understanding of their issue without setting foot in a store.
About 80% of users who tested it said they would use the feature in real-life—a win win for Best Buy and the customer experience.
Participants were screened for having a computer or device issue in the past six months, so we could leverage a "true to life" scenario within our test.
The Best Buy Partner Portal is a web-based application that allows vendor partners (like distributors, resellers service providers and other strategic partners) access to product registration, marketing resources, pricing and sales tools.
While we found Sears and Best Buy very closely rated in ease of use, and Best Buy had a slight edge in user confidence within the scheduling component. Both Sears and Best Buy services were very difficult to find, whereas no test subjects were able to find Amazon's services component.
As expected, the HelloTech experience was superior, given their only task for users was to estimate and schedule. We also found hesitation across all platforms when it came to taxonomy, as well frustration when there was a need to create an account to get an estimate or schedule a repair.