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Carphone Warehouse deploys tablets in-store to enhance customer experience

Carphone Warehouse deploys tablets in-store to enhance customer experience
Thursday March 6 2014

Carphone Warehouse is implementing Pin Point, a tablet-based customer experience designed to help customers find the best deal on mobile phones.

Pin Point simply asks questions that customers answer on tablets with the help of store staff. The software takes into account the customer’s current needs and their future needs in regards to potential mobile phones. It is integrated with a “live tariff checker,” which views deals on the market, and compares the most popular upfront cost pay monthly phone deals against those published in the market twice a day. According to the statement, that means Pin Point can compare more than 92,000 deals at any given time.

The service also provides a 3G versus 4G coverage checker, highlighting network coverage at two addresses, and data checker, which is  a simple, jargon-free way to identify a customer’s data needs.

Pin Point is now rolling out across all 770 Carphone Warehouse stores in the UK. Customer satisfaction is up to 90% among those who have used it, with 82% of customers saying that they would be very likely to visit a Carphone Warehouse store again. The retailer invested £10 million in order to facilitate the roll out, which it believes will “revolutionize” its high-street retail business.

According to Graham Stapleton, CEO, a further £10 million is being invested to ensure that consumers are aware of Pin Point and that they are benefiting from it. The retailer explains that Pin Point is its answer to the confusion that most customers go through when they attempt to buy a mobile phone.

Graham Stapleton, UK and Ireland CEO at Carphone Warehouse says, “Too much choice can come at a cost. With increasing complexity around data tariffs and usage, our customers told us they were confused about what was the best deal for them and worried what it was costing them.  We decided to take affirmative action, giving our customers smart comparison advice so they are on the right tariff and eradicating the fear of a high monthly phone bill.”


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