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Webio Keeps Customer Conversations Flowing with Conversational Middleware

Webio Keeps Customer Conversations Flowing with Conversational Middleware

A leading water recycling utility in England and Wales has taken the plunge with Webio to introduce customer conversational messaging to collect payments and instantly increased customer engagement by over 7% in the first week.

Webio is delighted to partner with one of the UK's largest utility companies to introduce conversational customer messaging to its 6 million customers to improve how the company engages and collects outstanding payments.

The latest in a long list of companies moving into the new world of customer conversational messaging, recognising the shift in how customers are engaging and the desire to easily engage with companies in whatever channel the customer chooses, the company is taking the lead and shifting its customer service communications to a more conversational approach -- using chatbot driven messaging to increase both customer-agent engagement and overall customer experience.

Webio' s conversational middleware enables this utility to proactively reach out to customers via conversational SMS using chatbots to start customer conversations, complete the task or as required bring customers back into an agent.  In addition, letting the Webio bot conduct routine tasks like ID&V verifications before transferring to an agent has improved agent efficiency and effectiveness.  Webio have also incorporated logical branching to manage out of hours customer engagement. Keeping the customers journey fully under control and in their hands.

"Engaging with customers is in today's connected work is challenging.  Starting the conversation at the right time with the right tone is important.  Using Webio SMS chatbots to initially engage, gather information and pass through to the most appropriate agents has proved to be highly effective in enabling the company to get hold of customers who previously would not engage. Smart decision- based messages then allow those customers who do to engage more efficiently and enjoy a far better customer experience," says Graham Bragg, business development director at Webio.


"Having an opportunity to bring the latest in conversational customer messaging to our client is fantastic.  Working with the team and developing a staged communications strategy was key, improving what they are already doing with SMS but also looking to the future and planning the deployment of additional channels such as Messenger with smarter, easier payments."

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A leading water recycling utility in England and Wales has taken the plunge with Webio to introduce customer conversational messaging to collection payments and instantly increased customer engagement by over 7% in the first week.

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METRICS WE’VE ACHIEVED

64%
Decrease Unwanted Inbound Calls
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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