Disclosure: This is a press post. Check bottom of the post for Giveaway.
Many industries have recently been disrupted with new technology and products including transportation, food delivery, beauty services and manufacturing. One area that is ripe for disruption is assistance with purchasing and installing technology. Consumers have a wide selection of sophisticated technology available to them complemented by extensive product documentation and videos. While 90% of consumers start and finish purchases online, many customer returns consist of products that have never been used. That confirms just how challenging it can be for the customer to learn about product features and comprehend how to use products to their fullest. When I received a press release and invitation to meet with a new startup named ENJOY, a Personal Commerce platform bringing a human touch to technology by pairing expert help with new technology customers, I was intrigued to learn more.
Here are more details from the press release about GoEnjoy.com : “In personal, tailored sessions lasting up to one hour (‘Visit’), trained ENJOY Experts help each customer get the most out of their new products purchased at GoEnjoy.com right from the start – all for free. (For help with technology products they already own, customers can schedule a customizable, paid ENJOY Visit for $99). Visits can be scheduled at a location of customer’s choosing: home, work or even the local coffee shop. ENJOY is available beginning today in the San Francisco Bay Area and New York City* (Manhattan, Brooklyn, Queens, Long Island City and Astori). ENJOY has partnered with the world’s best technology brands, including AT&T, Sonos, GoPro, Boosted, DJI, HP, Lenovo, and Specialized Bicycle. Select partner products will all be available on GoEnjoy.com; AT&T will be ENJOY’s first integrated partner, offering smartphones paired with a free ENJOY visit through their own site at AT&T.com.”
How ENJOY Works:
What is an ENJOY Visit?:
This is even more relevant for me because I just bought a new phone and spent 2 hours purchasing and setting it up. AT&T is one of Enjoy’s partners so when you buy a phone from AT&T and live in the areas covered, you have the option to have your phone hand delivered (and get this..) set up for NO ADDITIONAL CHARGE! In some areas, the timing could be as soon as 4 hours from purchase to installation. Enjoy provides this service to their partners and the partners cover that cost.
The partners also provide training to Enjoy Experts so consumers get the value of having a knowledgeable resource. Partners are the first channel while next channel is the purchase of premium products (like Sonos, GoPro, Microsoft, Lenovo, Bang & Olufsen) directly from the customer website and delivered to the location of your choice for set up. The Enjoy experts are also employees trained by the manufacturers of the products. With 10-12% of capacity used for many products, having an Enjoy expert help will increase the ability for consumers to fully utilize the products at the convenience of the location of their choice. For parents that means assistance for things such as establishing parental controls and training the family on using the products (without arguments from trying to read user manuals!).
I had the opportunity to visit the Enjoy office in Menlo Park with my teen son to learn about their new service. We were thrilled to have a session with an Enjoy expert named Daniel (see picture above) who helped my son learn all about flying a DJI Phantom 3 Advanced Drone. Here is a video with more information about Daniel:
Watching my son learn about features in such an in depth way – in only 15 minutes and then watching him fly the drone effortlessly – showed me the great value the Enjoy Expert concept. My teen is my video editor and prides himself on learning how to use any technology quickly and (like his mother) without the need to read the user manuals. While we have been able to quickly ramp up on using any technology product, not being trained by the manufacturer and not reading the user manual does leave us at an disadvantage in understanding all the features. So there is great value to everyone, from novice to advanced technology enthusiasts, to work with a product expert I look forward to watch as Enjoy grows to different markets.
Disclosure: This is a press post.