MORE customers than ever before are contacting Wessex Water online, following a major revamp of the company’s website.

The relaunch has seen the number of visitors contacting customer services via the online chat facility more than quadruple in the last two months.

The improved website has also won praise following an independent report into customer service.

The report described the new look website as “exceptionally interactive” and offering a “consistent customer experience.”

Clive Tugwell, digital communications manager at Wessex Water, said: “The new website, which was developed following extensive research and customer feedback, gives customers a better online experience and enables them to engage with staff directly using our live chat facility,” explained

“Introducing live chat is all part of our commitment in giving customers more choice in how they would like to communicate with us.”

An interactive tool allows customers to find out more about incidents in the region including streetworks, water supply issues and reported leaks.

Another enables those heading to one of the region’s beaches to find out live information about the quality of bathing waters, plus there are answers to more than 1,500 frequently asked questions.

And a new mobile version of the site gives customers information including how to find a leak, pay their bill or water-saving tips.

“It’s great that within one month of launching the new look website, it has won critical acclaim from an independent body and is enabling more customers than ever before to engage with us digitally,” added Clive.

The Customer Service Excellence award was introduced by SGS to acknowledge companies committed to first class customer service and communication.

Wessex Water was awarded it first in 2008 and every year an independent assessor visits to check that customer service continues to be at the heart of everything that the company does.

In addition to the positive feedback for its new website, Wessex Water was also given particular praise by the assessors for the way that it helps customers facing financial difficulties which was judged to be best practice within the water industry.

More than 18,000 people facing problems paying their bills have been helped through the affordability schemes Wessex Water runs.

Call centre staff were also acknowledged for the short time it takes them to answer customer phone calls and the quality of the service provided.

For more information, visit www.wessexwater.co.uk

ENDS

Website stats:

• more than 50,000 visits every month

• 1,000 live chats between customers and customer service staff every month

• 95% consistent customer satisfaction on live chat

• 10,000 questions answered using the Ask a Question tool.

• more than 3,500 hits on the Work in Your Area tool