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It’s iPhone 6s and 6s Plus Day around the world and people everywhere are eager to get their hands on the newest smartphone edition from Apple. While many have resigned themselves to waiting in endless lines, there’s a better way.
Commerce startup Enjoy has begun a campaign to not only get you an iPhone faster, but to help you get it up and running easily. Earlier today, VentureBeat asked one of Enjoy’s “experts” to visit our office so that we could experience the service that its customers receive.
Chief executive Ron Johnson, Apple’s former retail chief, said earlier this week that Enjoy places a high value on the service its experts provide — and that certainly came across during today’s visit.
Enjoy expert Jeff Mattern showed up to provide us with the full unboxing experience. He brought over a 16GB iPhone 6s and was very knowledgeable about all the updates, which isn’t surprising, as he had previously worked at Apple. Chalking that up to coincidence, we proceeded to ask him questions about how to use the latest smartphone, such as whether 4K videos would be suitable on a device with 16GB of storage, how to use Force Touch and Live Photos, what the average customer experience would be, and more.
Having been with the company for about a year, Mattern was very much at ease helping us set up our new iPhone. Every product comes in a recyclable tote bag and includes a handy card that customers can take notes on as the expert explains the particulars of their purchase. At the end of the visit, the customer receives a special code that they can use to receive a free consultation at any time, at least until the end of 2015.
As part of the iPhone 6s and 6s Plus launch, Enjoy has an exclusive partnership with AT&T to deliver the mobile device to anyone in its serviceable market. Unfortunately if you’re on T-Mobile, Verizon, or Sprint, you’re not going to be able to take advantage of this service. Mattern said that for new or existing AT&T customers, he’s able to help port data from your old phone to the new one and also provides additional support to get people comfortable using the new features.
On average, meetings can last up to an hour, but experts like Jeff will typically call ahead of time to get a feel for the questions you might have. If you’re not sure what you want, Enjoy’s head of Marketing and Communications, Ari Bloom, told us that the company offers a “try before you buy” program in which an expert comes to your home or office so you can check out different products. There’s no commitment to buy, but if you see something you like, you can make the purchase right then and there.
Enjoy said it doesn’t mark up or discount products, so the prices you see on the website are what you’d pay in retail stores. However, the difference here is that Enjoy offers a great value-add: free delivery and expert help. And while the company has promised to deliver the iPhone 6s within four hours, Mattern said that the device could arrive even sooner.
All of Enjoy’s experts have a stake in ensuring customer satisfaction, as they’re all employees. The company doesn’t utilize any 1099 contractors, and experts undergo extensive training on all the products available in Enjoy’s catalog. These are all full-time employees with salaries and benefits, and they are insured in the event that anything goes wrong.
From our hour-long conversation with Mattern, it seems Enjoy is doing a good job capturing the long-tail customer relationship. Customers who know they can ask Enjoy any questions they may have are more likely to turn to the company for future technology products, instead of relying on Best Buy, Target, and the like.
Enjoy’s service is currently available in the San Francisco Bay Area and in New York City.
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