Sears Home Services rolls out GoToAssist Seeit on their technicians’ smartphones to help them fix appliances faster

GoToAssist Seeit Enables Master Technicians to Remotely See and Diagnose Problems to Get Appliances Running Again as Quickly as Possible

HOFFMAN ESTATES, Ill., 2017-Jan-18 — /EPR Retail News/ — When Sears Home Services technician Antonio Corzo was in a customer’s home in Bound Brook, N.J., last month to repair a washing machine, he encountered an unusual issue that  required additional problem-solving. To support him with the issue, he used new technology on his smartphone that Sears Home Services is rolling out nationwide, to share live video and photos of the situation with a master technician at the company’s service center in Round Rock, Texas. Within minutes, working together, the problem was resolved and the washing machine was repaired.

Sears Home Services has teamed with the GoToAssist team to equip its technicians with GoToAssist Seeit on their smartphones, which will help them fix appliances faster, and most of the time, in one visit, making it more convenient for customers to care for their homes. Sears Home Services technicians repair more than 180 appliance brands – not just those sold by Sears. In the event these technicians face an unfamiliar appliance issue, they can now show remote master technicians exactly what they see and receive step-by-step instructions to complete the repair – all without leaving the customer’s home.

“No one likes taking time out of their busy schedules for their appliances to be repaired, especially if it takes longer than anticipated or requires multiple service appointments,” said Sean Skelley, president of Sears Home Services. “Now our technicians can use their smartphones to livestream video and photos of appliance problems to our most experienced experts who can coach them toward a solution and get your appliance up and running again quickly. It’s like they have master technicians in their pockets.”Homeowners who have had their appliances repaired by technicians using GoToAssist Seeit:

  • Save time– Technicians have resolved appliance issues and shortened service appointments by as much as 40 minutes.
  • Gain access to functioning appliances faster– Technicians repaired significantly more existing appliances, meaning customers did not have to wait for replacement parts for a repair or replace their appliance altogether. The result: customers can keep the existing appliance they enjoy and are familiar using.

As the nation’s No. 1 provider of appliance services, Sears Home Services has more than 6,000 expert technicians who make nearly seven million service calls annually. Sears offers a complete solution for homeowners, helping members purchase, service and replace their appliances, as well as manage and maintain their homes and a variety of products within their homes, from fitness equipment to lawn mowers and snow blowers. Sears has the largest fleet of services technicians in neighborhoods throughout the U.S., and sells the top 10 appliance brands, including Kenmore.

For service and support professionals, GoToAssist Seeit is the simplest and fastest way to troubleshoot equipment anywhere. With just one tap, service technicians can securely show remote experts what they are seeing through their mobile device camera.

About Sears, Roebuck and Co.
Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation (NASDAQ: SHLD), is a leading integrated retailer providing merchandise and related services and is part of Shop Your Way, a social shopping experience where members have the ability to earn points and receive benefits across a wide variety of physical and digital formats through shopyourway.com. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through Sears-branded and affiliated full-line and specialty retail stores in the United States and Canada. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, and DieHard — among the most trusted and preferred brands in the U.S. The company is the nation’s No. 1 provider of appliance services, with more than 12 million service and installation calls made annually. For more information, visit the Sears, Roebuck website at www.sears.com or the Sears Holdings Corporation website at www.searsholdings.com.

Media Contact:
Larry Costello
Sears Holdings Corp.
(847) 286-9036
Larry.Costello@searshc.com

John Arango
Zeno Group
(312) 396-9750

Source: Sears Holdings Corp.

Sears launches new website at SearsHomeServices.com that improves how members care for their homes

New SearsHomeServices.com Provides Average Cost, Time Needed to Repair and DIY Quick Fixes

HOFFMAN ESTATES, Ill., 2015-11-6 — /EPR Retail News/ — Most major appliances can last 10-15 years or more. But when a washer conks out on laundry day or the refrigerator has lost its cool, it might cause you to lose your cool, too. How quickly can you get help, how much will the repair cost and how long will it take?

“You don’t have to go it alone,” said Sean Skelley, president, Sears Home Services. “We are the house experts for homeowners, and our new website connects homeowners to repair or improvement experts quickly. So whether it’s one of our more than 6,000 technicians to fix a washer or a home improvement specialist to provide specifications for a new heating system or roof, SearsHomeServices.com has you covered.”

The new SearsHomeServices.com site features information that improves how members care for their homes, such as do-it-yourself quick fixes to common appliance issues, derived from analyzing decades’ of home and appliance repair data.

Site improvements and benefits include:

  • Mobile-friendly design – The new site automatically formats to fit any device, from laptop to smartphone, so customers can troubleshoot and schedule services from virtually anywhere – even while standing in front of their ailing appliance.
  • DIY quick fixes – Members can learn DIY solutions to common appliance issues and schedule an appointment for more complex problems, such as when your refrigerator is no longer running or your washing machine is making funny noises.
  • Regional statistics – Visitors to the site can view information such as the number of repairs completed, average cost, and length of repair time in their area so they can make informed decisions when scheduling services.
  • Online appointment scheduling – Homeowners can schedule an appointment online, add appointment details to their calendars, and receive text message confirmations. They’ll also receive updates prior to and on the day of their service appointment. When smaller appliances need repair, such as countertop microwaves, customers can conveniently locate Sears repair centers, and check their hours and location just by entering their zip code.
  • Info about local Sears technicians – With ratings, number of years’ experience and photos, members can get to know their experts.
  • Verified customer reviews – Before booking appointments, customers can read thousands of reviews from other customers about their experiences with Sears Home Services.

“As a leader in the home services industry, Sears Home Services is enhancing our website after listening to feedback from our members,” said Skelley. “The new Sears Home Services website makes it easier for customers to understand what issues may exist with their home and schedule an appointment.”

On the site, visitors can schedule appliance repairs for more than 180 brands and schedule consultations for home improvement projects – from kitchen remodeling to roofing to heating and cooling.

Earlier this year, Sears Home Services opened a technology office in Seattle to spearhead technological innovations fueled by Sears’ extensive history of home and appliance repair data. Sears will continue to update the website in the coming months, adding more features and home service categories to meet its members’ needs.

Offering a complete solution for homeowners, Sears helps members purchase, service and replace their appliances, as well as manage and maintain their homes and a variety of products within their homes, from fitness equipment to lawn mowers and snow blowers. Sears has the largest fleet of services technicians in neighborhoods throughout the U.S., and sells the top 10 appliance brands, including Kenmore.

About Sears, Roebuck and Co.

Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation (NASDAQ: SHLD), is a leading integrated retailer providing merchandise and related services and is part of Shop Your Way, a social shopping experience where members have the ability to earn points and receive benefits across a wide variety of physical and digital formats through shopyourway.com. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through Sears-branded and affiliated full-line and specialty retail stores in the United States. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, and DieHard – among the most trusted and preferred brands in the U.S. The company is the nation’s largest provider of home services. For more information, visit the Sears, Roebuck website at www.sears.com or the Sears Holdings Corporation website at www.searsholdings.com.

Media Contact:
Larry Costello
Sears Holdings Corp.
(847) 286-9036
Larry.Costello@searshc.com

John Arango
Zeno Group
(312) 396-9750
John.Arango@zenogroup.com

SOURCE Sears Holdings