New Online Services Available
Customer service representatives working in El Paso Water Utilities' call center are getting a digital assist courtesy of EPWU.org.
Customers can now do any of the following via the newly updated WebConnect feature of the website: view 24-month water consumption reports, update their mailing address, transfer service to a new address and report service outages. As they have been able to for years, customers can still pay their bills online.
Previously, those services required a phone call to the Customer Service Center. Nearly 500 additional customers signed up in the first three weeks the new features were active.
"Our customers made it clear. They expect to be able to help themselves with many of these simple but important tasks," said Customer Service Manager Mark Bolduc. "Customers spoke, we listened. WebConnect online services give them more control. We encourage them to sign up today."
The utility's increased use of online customer services began with online bill payments. As customers have become more comfortable with online transactions, the utility opted to expand its online offerings.
By increasing the number of services customers can complete online, EPWU is lightening the load on customer service representatives. This frees representatives to re-focus their energy to the more complicated concerns customers have.