More than a million Severn Trent customers embrace online customer service options

27th November 2018

Severn Trent’s customers are embracing the opportunities that new technology is offering them, with 1.2 million people signed up to the company’s online offerings.

In the six months to the end of September, the company has seen more than 850,000 transactions undertaken on its web self-serve platform, with more than £32m paid through its systems.

Sarah Bentley, Chief Customer Officer at Severn Trent, said: “We’re committed to offering our customers a range of ways to get in touch with us, whether that’s to simply ask questions or to pay their bills.

“That means we’ve invested in cutting edge technology to allow a seamless experience for them, whether they want to chat to us on the phone, or via the website, or on social media, or to pay their bills without having to talk to anyone.“We’re absolutely committed to ensuring our customers can contact us in whatever way they want, and to have the best possible experience when doing it, and these figures show that more and more people are taking advantage of new technology to have the experience they want when dealing with us.”

Over the six months to the end of September, Severn Trent has also seen a 22% increase in the number of customers using its webchat service. In addition, the company has had tens of thousands of conversation with customer through its 24/7 social media presence – with more than 22,000 Facebook private messages and almost 15,000 direct messages on Twitter in the six month period.