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Affinity Water Limited
Tamblin Way Hatfield
Hertfordshire AL10 9EZ
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24 January 22
Affinity Water, the largest water only company in the UK, is taking the plunge and has begun a new digital engagement process by introducing conversational SMS messaging to its customers to drive up engagement rates.
Developer customers, Self-Lay Providers or NAV partners, and homeowner customers who are undertaking a new project or renovation will all benefit from this important innovation which will improve the customer experience for them by assisting them to engage with the company using a new digital conversational automated “chatbot” messaging approach.
Affinity Water, which is committed to delivering the highest service standards to its customers, is recognising the shift in how customers interact with companies and their desire to engage more often in a better way.
The partnership with Webio, a leading provider of Conversational AI to the Utilities, Financial Services and Retail industries will see its conversational AI platform enable the Affinity teams to proactively reach out and engage with customers via conversational SMS messaging.
The benefits will be:
Graham Turk, Director of Production and Supply at Affinity Water said: “We are passionate about delivering outstanding service to our customers and are constantly looking for ways to make it easy for them to engage with us. Webio allows us to open another channel of communication that is different to other messaging platforms we've seen in the past.
“The two-way interaction functionality and simple back-end user interface enables an authentic experience for our customers, which ultimately allows us to respond to them more efficiently, as well as build a more effective understanding of their sentiment. We look forward to working with Webio further to understand how we can build on this to create a truly industry-leading service.”
Since Affinity Water introduced Webio’s conversational technology the development services have improved:
Mark Oppermann, Head of Sales and Marketing at Webio said: “The figures speak for themselves. It is very satisfying to see the impact technology can make and we are delighted to be working with the Affinity team in helping bring conversational technology to life for them. The opportunities with automation and AI are endless and we are excited to continue this journey with the team.”
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