Utility Week

Customers Do you use customer journey mapping to help improve service? We've done customer mapping throughout this AMP. What we've done is looked at where the touch points are, and how they've changed as we've introduced new channels. We need to review our customer journeys as customers adopt new channels. We look at channel-by-channel performance report- ing. How many customers come in one webchat? How many come in on a social channel such as Twitter? How many through telephony and what are the touch points? If you came in through web self-serve and started your journey there, but you ran into a problem that you couldn't do online, I would track through data on our website to see where you drop out of that journey. We track performance weekly and spot customer trends. The performance data is automatically generated by our so• ware, which has been built and developed by our in-house teams, our technology teams and our customer journey teams. We've developed that in house, to enable us to look at customer trends. WASTEWATER 2020 CONFERENCE & EXHIBITION 28 JANUARY 2020 | BIRMINGHAM The only event with all WASCs represented The largest single-day showcase of wastewater-specifi c case studies, innovation and thought-leadership under one roof. Choose your focus: SPONSORED BY SUPPORTED BY INFRASTRUCTURE & NETWORKS TREATMENT BIORESOURCES Building resilience, optimising assets and mitigating risks from fl ooding and pollution Driving innovative and effi cient solutions to enhance wastewater treatment processes Exploring environmental and regulatory challenges, and opportunities to extract more value from bioresources BOOK NOW wwt.events/wastewater20 continued from previous page Case study support other areas of the business, and vice versa. We also have a dedicated webchat team and a dedi- cated social team, rather than everyone working across all channels. However, that doesn't mean that if it's really busy on phone contacts, that they weren't able to shi• and take a query on that. So we have € exibility, which allows us to keep costs down. Do you use robots on webchat? Yes, we've just launched Juno and we're the … rst water company to launch this type of service, and we know this will make a huge di† erence, as our customers can essentially get what they need quickly and e‡ ciently. We know there's times when we can get a bit busier than usual, so if our customers can use Juno and get what they need when they need it, it's great for them. It also means that our call agents will have more time to answer the more di‡ cult, tricky queries we get where customers absolutely have to chat to someone. In terms of the upfront bit, we would use a robot to make sure we're talking to the account holder. But we don't have robots handling the entire webchat – that needs human interaction. Utility Week's customer engagement series is supported by Content Guru. Hilary Bennett, Severn Trent

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