Tesco has chosen RightNow to help it improve the support provided to customers during the buying process

First to use the system will be contact centre agents in the Digital Division of Tesco’s tech support. The on demand customer relationship management (CRM) solution will enable agents to give consistent responses to customers and to log customer interactions via phone, email and chat. It will also provide customers and in-store customer service employees with the opportunity to self-serve via Tesco Direct, the retailer’s online catalogue, in order to find intuitive answers to their questions.

“Customer care is central to everything we do,” says Rod Brown, managing director at Tesco Tech Support. “Usually a business of our size might want to cut down on calls and emails from customers; our aim is quite the opposite. We want our customers to get the support that they need at the time that they want it, and how they want it; for that, we feel RightNow is the partner of choice and supports our aim to ensure every customer has a superb experience with us, will recommend us to friends and ultimately purchase from us again.”