Case Study: Best Buy reduces wait times and boosts customer experience with Engageware

How Best Buy is reducing lines in store and providing quick, personalized service

Best Buy, a national retailer with more than 1,400 U.S. stores and over 600 million annual visits, faced the common retail problem that customers dislike waiting and will abandon or bad‑mouth a brand after long lines. To protect in‑store experiences and preserve customer loyalty, Best Buy needed a way to reduce wait times and make service interactions predictable and convenient.

Best Buy leveraged Geek Squad and an online Service Scheduling system (powered by TimeTrade) to let customers book in‑store or in‑home appointments, choose service types and durations, pick a nearby location and reserve a time slot with instant confirmation, reminders and arrival windows. The approach cut perceived wait, strengthened customer satisfaction and loyalty, differentiated Best Buy on service, and supported stronger online‑to‑store conversion (notably high same‑day pickup rates and related in‑store purchases).

Best Buy