Case Study: Wessex Water achieves major self‑service growth and 601% increase in live chat with Episerver

Wessex Water leads the way for customer satisfaction

Wessex Water, the regional water and sewage provider for 2.7 million customers in south‑west England, set out to refresh its digital presence to be more customer‑focused and reduce costly call‑centre contacts. Facing the risk of a predictable, corporate website, the company aimed to simplify content, enable mobile access, encourage online transactions and create clear user journeys that divert routine queries to self‑service.

Using Episerver, Wessex launched a responsive site with Pagebuilder widgets, smart forms, postcode search, Coastwatch bathing‑water info, FAQs and live chat to make transactions and information access easier. The relaunch drove a 601% increase in live chat sessions, 37% more unique monthly visitors, a 42% rise in form submissions and a 24% reduction in time spent completing forms, while also boosting internal engagement and positioning the website as the preferred customer channel.

Wessex Water