Tesco Mobile

The Value of Predicting Customer Queries Before They Arise

With over 5 million customers, Tesco Mobile prides itself on their award-winning mobile network, customer-centric ethos, and ensuring that their customers get the best value for their money.

Next up for Tesco Mobile’s customer-centric agenda was to take their feedback experience one step further. Their goal was to predict what their customers need help with and suggest helpful information in real-time, without their customers having to go out of their way to find the answers to their questions. To do this, the team began using the Rapid Resolution Engine in the XI Platform.

Rapid Resolution Engine helps Tesco Mobile proactively solve customer issues directly within the survey without customers having to wait for follow-up actions. This gives customers instant access to further information on topics they raised when leaving feedback.

The Tesco Mobile team has saved significant time in resolving customer issues and has become more efficient. The Pearl-Plaza technology and platform is able to do all the heavy lifting for them, allowing the organisation to be able to automatically predict customer challenges and provide a self-serve solution before the customer has even reached out.

Read the full story to find out how Tesco Mobile were able to make a return on investment within just 2 months of implementation, and are continuing to make significant savings by reducing hundreds of customer calls per week!