Tesco Tech Support has chosen RightNow
to help it improve the support provided to customers during their buying process.
First to use the system will be contact centre agents in the Digital Division of Tesco's Tech Support. The RightNow 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, giving them a 360-degree view of the customer. RightNow will also provide customers and in-store customer service employees with the opportunity to self-serve via Tesco Direct
, Tesco's online catalogue, in order to find intuitive answers to their questions.
Once deployed, RightNow will support Tesco Tech Support's customer care goal by giving the operation a single view of its customers, enabling staff to understand exactly why their customers contact them, helping them to respond accordingly. It will also empower agents and employees to respond to queries consistently and help customers to find answers to their questions via the web.
"Customer care is central to everything we do," said 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."
RightNow's hosted CRM model was also a key deciding factor for selection. Brown explains: "SaaS is the simplest and safest way to store the knowledge. We don't need to reinvent the wheel, which would just generate more work and, ultimately, cost, for ourselves. We will leave the technology behind the solution to the experts, and get on with providing the best customer service to our customers."