Wessex Water constantly strive to deliver exceptional customer experiences. Determined to provide their customers with the right support and help with their queries, digital customer service has become an integral part of their customer experience strategy to provide the right information as quickly and concisely as possible across multiple channels. As their customer expectations developed, Wessex Water adapted their customer service strategy to address these needs. Historically, before investing in digital customer service channels, like many other utility providers, Wessex Water’s call centre handled customer queries by phone, email or letter. FAQs were hardcoded on webpages, and knowledge management relied on training and support from senior staff. Wessex Water looked

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