Wessex Water expands their high standards of customer service across integrated self-service and live chat channels.

Case study

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.

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