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Severn Trent’s Social Media Team took home Silver at this year’s European Contact Centre and Customer Service Awards (ECCCSAs)

The Midlands-based water company fought off entries from 19 countries across Europe to take second place in the ‘Most Effective Customer Experience in Social Media’ category.

Bill Wilson, Digital Channel Strategy Lead at Severn Trent, said: “We’re absolutely thrilled to be awarded Silver as we know just how important social media is for our customers and this award proves we’re getting it right.

“We know we’re living in a digital age, and that a lot of our customers would prefer to contact us on Twitter or Facebook or through the website rather than by phone which is why we have teams available for our customers 24/7, always ready to help.”

Severn Trent looks after eight million customers in its region that covers the Midlands, down into the South West to the outskirts in Bristol and up into the Peak District.

The company was the first water company to be available 24/7 on social media, meaning its customers can contact them anytime online. 

Other companies nominated included Microsoft, EE and Coca Cola Germany.

“Our teams work really hard to help our customers,” adds Bill. “Whether it be a problem with their water, or a query about their bill, we aim to solve it quickly, and efficiently through whatever medium they prefer, making the customers experience with us as effortless as possible."

As well as Twitter and Facebook, Severn Trent customers can get in contact by webchat, email and through its website and is available 24/7 and 365 days a year.