Wessex Water expands their high standards of customer service across integrated self-service and live chat channels.
With rising customer expectations for service and engagement across digital channels, Wessex Water invested in multi-channel online customer service technology to streamline their users experience.
Like many other utility proders – Wessex Water’s contact centre once handled customer queries by phone, email, and physical letter. At the same time FAQs were hard-coded on webpages and knowledge management relied on training and support by senior staff. They were resolving cases at below average rates and above average costs. Today Wessex Water boasts a 97% resolve rate.