Severn Trent launches new messaging channels for customers

Wednesday 13th May 2020

Severn Trent has launched a new ‘industry first’ messaging service for customers this week.

The new channels are available now, allowing Severn Trent’s eight million customers to get in touch with any questions or concerns by simply sending an SMS text or WhatsApp message.

Customers will receive an expected response time straight away, while their query is being managed by a member of Severn Trent’s customer service team.

The new channels mean customers can now respond via a message at a time that’s convenient for them, acting like a two-way conversation on the customer’s terms.

Bill Wilson, Digital Channel Strategy Lead at Severn Trent, said: “We’re really excited about the launch of this new messaging service for our customers. It’ll be another way for people to get in touch with us, in addition to the services we already offer, including contact by phone, email, webchat and our social media channels.

“Unlike the other channels we offer, our new messaging service means customers can now send us their comments while they’re on the go and reply at a time that suits them, so they’re not kept waiting on the phone or next to a computer while we’re looking into their issue.”

Bill added: “We’re extremely proud to be the first water company in the UK to offer this service, which underlines our commitment to offering customers the best possible service and making it as easy as possible for people to speak to us.

“We know this is especially important right now, as we work our way through these challenging and uncertain times. That’s why we want to offer a service that works for everyone. Some customers like to contact us only through digital channels, some prefer to call us – so it’s important we’re able to cater for everyone.”

Customers can start to use the new service from today, by visiting and following the instructions on the homepage.