News

FTSE 100 company Severn Trent is providing even more ways for customers to contact their water provider, announcing today that it has launched on Apple Business Chat, a new way for users to communicate directly with businesses using the Messages app on Apple products. 

Bill Wilson, Digital Channel Strategy Lead from Severn Trent, says: “Sometimes when our customers need to get in touch with us, all they need is a simple and quick answer – and Apple Business Chat is the perfect tool to do just that for anyone with an Apple device.

“We’re ahead of the game with this service, and we know it will make a huge difference, as our customers can essentially get what they need quickly and efficiently wherever they are. If our customers message us, we can help get them exactly what they need via a short text conversation. They will first speak to Juno, our virtual assistant who will be able to help out with a wide range of queries and one of our agents will seamlessly step in when needed. Using Apple Business Chat also frees up our call agents to spend time with customers on more technical or in-depth queries.”

Severn Trent customers can use Apple Business Chat to get help with water, waste and billing queries, and much more.

With Business Chat, customers can reach a live person and are always in control of whether they share any contact information with a business.

The company worked with contract partner, LivePerson, to launch on Apple Business Chat.

“We’re always looking for ways to make our customers’ experience with us as effortless as possible,” adds Bill. “That’s why we’re always thinking of new, innovative ways to support our customers, as we know that there’s not a one size fits all approach. Some customers like to contact us only through digital channels, some prefer to call us – so it’s important we’re able to cater to everyone and make sure that we’re able to provide simple information, quickly to anyone who needs it."

To start an Apple Business Chat conversation, customers can tap the Messages icon on Severn Trent’s website. With iOS 13 or later, when a user taps to call Severn Trent, iOS offers a suggestion to start a Business Chat instead. If they choose to message, a conversation with Juno and Severn Trent’s agents will open instantly in the Messages app, and users can take their time responding when it’s convenient. 

Apple Business Chat is available for users and businesses worldwide, and is built into iOS 11.3 or later.

The new chat suggestions feature is available with iOS 13 or later. For more information visit: apple.com/ios/business-chat.