Airtasker, Australia’s No.1 local services marketplace, has partnered with The Good Guys, one of Australia’s leading consumer household appliance retailers, to launch an Australian-first platform leading innovation in the retail sector.
With all retailers now well and truly adopting the bricks and clicks model, traditional vendors are now exploring new ways to distinguish themselves and improve their offering. Post-purchase offerings have come into focus with retailers like Amazon rolling out same-day deliveries and other home services across the US.
Working with Airtasker, The Good Guys have provisioned a new installation platform that simplifies the process for its customers and empowers The Good Guys to better manage its contractor network.
Customers are now directly connected to the full network of The Good Guys’ experienced installers and are able to track and coordinate their service at the click of a button, manage variations to their job, access any required certificates once the job is complete and rate their experience.
The solution, which rolled out across The Good Guys store network in June 2016, also streamlines payments for installers and generates full reporting dashboards to give installers access to all of the information they need, whenever they need it.
“This is an Australian first, and we’re expecting it to trigger a fundamental shift in how retailers think about the post-purchase customer experience,” Airtasker co-founder and chief operating officer Jonathan Lui said.
“It will revolutionise their installation services by streamlining the process, enabling fast, accurate bookings with seamless contact between customers and installers,” he said.
“We are always looking for ways to innovate in terms of the post-purchase experience and partnering with Airtasker to develop this booking portal for our Concierge Home Installation Services has provided us with a unique solution that puts us well ahead of our competitors and makes coordinating services easier and more hassle free for our customers, more efficient for our installer network, and more cost effective for The Good Guys,” said The Good Guys Chief Marketing Officer, Robert Ambler-Frazer.
“We have an existing network of approximately 400 installers. They now have access to more jobs from more stores and our customers have access to more installation services and more choice in terms of installers and contractors.
Plus, customers have an opportunity to rate their experience and leave feedback for the installer. This assists with quality assurance and maintaining the high level of service satisfaction that our customers have come to expect from The Good Guys,” he said.
“The Good Guys is really leading the way in terms of post-purchase customer experience and it is great to see them thinking ahead of the curve and embracing this innovation,” Airtasker’s Lui concluded.
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