In today’s business world good customer service is the most important thing for every brand. Especially for those in the service industry reaching every customer is important for the growth of the business. Tesco mobile network is a mobile virtual network operator that always tries to stand out by offering plans with good prices and a lot of Pay As You Go options. In most ways it's a pretty good network. Since it's an O2 mobile virtual network operator it doesn't have to worry about building its own infrastructure because it uses O2's towers. It was also one of the first MVNOs to offer 4G and 5G coverage.

Tesco has you covered if you're looking for a reliable network with helpful customer service. Customers consistently rank Tesco's mobile network as one of the best mobile phone networks. Various reports suggest that the vast majority of its mobile customers are satisfied with the service they receive.

What Tesco offers?

Sim only deals

Tesco offers one of the best sim-only deals. It has 5G and it's included in its Pay Monthly Tesco sim-only deals and Rocket Packs for Pay As You Go plans so you don't have to pay extra to get it. You will need a device that supports 5G. Tesco offers various deals on their Tesco mobile plans for you to choose from.

Service on the Move

Tesco Mobile network lets you use your allowances for free in 48 countries. There are no fair usage limits but you must use your phone more in the UK than in other countries. Tesco Mobile will keep track of where you use your phone over four months so you should spend more than two months in the UK. That is why millions of positive Tesco mobile reviews make it one of the top customer's choices.

Unlimited data

Tesco Mobile has plans with unlimited data. You can get this with SIM Only or with a phone and a Pay Monthly contract but not with Pay As You Go.

If you choose a plan with no limits on how much data you can use you can use as much as you want (in the UK). There aren't many restrictions when you're abroad either but the network says that you should use its service more in the UK than in a roaming location. Still this is a lot more flexible than most networks' rules for roaming which is a good thing for Tesco Mobile.

Family plans

Tesco Mobile has family plans that give everyone in the family benefits. You can have up to five contracts on your account and as long as you have at least two each member can choose from a variety of monthly perks.

There is up to 1GB of data up to £2 off your bill 500 Tesco Mobile minutes up to £2.25 off Tesco Mobile Protect and up to 500 minutes to any network. The amount you get for each depends on how much your plan costs and each member of your family can pick a different perk. They can also change their perks whenever they want except for the Tesco Mobile Protect discount which must be chosen at the beginning of a contract.

Checks on credit

Tesco Mobile will check your credit if you want to sign a contract like a Tesco sim-only deal or a Tesco mobile plan contract. But you can always choose Pay As You Go which doesn't check your credit. This is a pretty common way to do things so Tesco Mobile doesn't stand out here.

How Tesco is winning customers’ hearts?

1. Instant Replies

In two months Tesco Mobile made more than 10000 replies. On average it takes the brand three hours to respond to a mention but more than 60% of responses are made within an hour.

They also reply the same way every day which means they answer as many tweets as they can and do it quickly every day of the week. Normal call centers are usually only open five or six days a week but the Tesco Mobile Twitter support center is open every day of the week. That is why Tesco's mobile reviews are so positive and are continuously improving Tesco's image in the market.

1. Clever answers as good content plan

You'd be surprised how much people like bold answers that are meant to be funny. It's safe to assume that many brands have strict rules about what can and can't be said and that each tweet from an official account goes through multiple rounds of review. In the case of Tesco Mobile however allowing employees to be creative has led to a positive response.

A few of their tweets include links but most of their replies are just plain text that they typed themselves. Tesco's mobile network’s Twitter handle uses sarcastic lines and comments that aren't taken seriously to get the reader's attention. People now tweet about the brand for no reason at all because of how funny they are.

1. Privately-owned and operated customer service

Although Tesco Mobile addresses customer service questions and issues on its main Twitter handle @tescomobile it has also established a separate account @tescomobilecare for that purpose. This secondary handle for the brand's tweets introduces the people behind the account and helps humanize the brand.

Brands have different Twitter accounts for different purposes such as customer service and directing followers to other accounts. If you want your customers to believe that you're not ignoring them when you reroute them disregard must mean something different. It is essential to follow up after a successful redirect to make sure nothing was missed.

1. Using the Facebook wall to remove barriers

When companies focus on Twitter's adaptability as a customer service medium they sometimes overlook Facebook. Even if a brand locks its wall on Facebook and restricts what users may post an irate customer will still find a way to comment negatively on one of the brand's promotional postings. Keep the lines of communication open and give folks a chance to air their grievances to prevent any unpleasantness.

In January and February Tesco got around 600 posts from fans and they responded to more than 92% of them. Perhaps most notably they don't simply refer the customer to a phone number or email address but rather engage in a series of back-and-forths with the user until a workable solution is found within the social network itself.

Verdict!

Tesco's mobile network has taken customer service to a new level by shifting the focus from problem-solving to building relationships with customers. While providing excellent customer service is crucial developing meaningful connections with your target audience is what cements your brand in their minds. That's the sort of formula that can boost any company's reputation over time.

So what comes out of all this effort to provide excellent service to customers via social media platforms? Interestingly in recent surveys measuring customer satisfaction with mobile network providers Tesco has performed exceptionally well and is actively working to differentiate itself in the marketplace.