Tesco may use social media to improve customer service

Tesco is considering ways of using social networking to provide better customer service.

Tesco is considering ways of using social networking to provide better customer service.

Tesco Tech Support, which provides support for its home technology customers, has just implemented a customer relationship management (CRM) system, and managing director Rod Brown said he is considering ways social networking could improve customer service further.

Brown says the company is considering the use of social networking in providing easy customer service.

He said, "We are clearly aware of it and its potential. Right now we are discussing it, and the way any response we make will integrate into the whole CRM system. We need to actively manage the social networking space, and have it integrated with responses that we would give to a customer contacting us by more traditional routes."

Brown said the company's new CRM system will help to provide staff answering calls with improved knowledge. Information will be spread better around the organisation so staff can answer customer's questions easily, however they get in touch.

"Our product range has improved over the last couple of years. We have quite sophisticated home technology and customers need support for that sort of product. We have not really provided that in past in the way that we need to."

The CRM system was provided by RightNow.

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