Aug 06, 2025
Greenville Water Rolls Out New Phone System to Enhance Customer Service Experience
On Friday, August 8, 2025, Greenville Water will roll out a new phone system to enhance your customer service experience.
As part of our ongoing commitment to exceptional customer service, Greenville Water is implementing a new, all-in-one phone system. This enhanced system is designed to improve communication by making it faster, more intuitive, and more secure. By streamlining the way customers reach us and minimizing wait times, the upgrade will support more efficient and responsive service.
Key features:
- Secure Pay allows customers to safely submit payments over the phone, by text, or by email—without anyone ever seeing or hearing your payment details. Payment data is never stored or viewed by team members, making the process more secure and private.
- Intelligent Customer Assistant uses voice recognition to route callers directly to the appropriate person or department, eliminating the need for touch-tone menus and long wait times. This feature speeds up connections, reduces hold times and enhances the customer experience. By efficiently directing calls, Greenville Water can respond more quickly to customer needs.
- Smart Inquiry Routing ensures that customer messages—whether from phone calls, emails, chats, or social media—are directed to the right Greenville Water team member through one intelligent system. The new technology automatically directs each inquiry to the appropriate team member and prioritizes urgent messages, enabling Greenville Water to respond more quickly and accurately across all communication channels.
- Contact Center helps customer service manage all customer calls, chats, emails and texts in one system. It provides supervisors with real-time data on call volume, wait times and team performance, helping maintain service quality. This centralized system ensures Greenville Water delivers consistent and timely support to customers.
What to expect:
Customers will continue to use the same phone number to contact Greenville Water, but they can expect a more streamlined, user-friendly and secure experience. The new phone system is designed to serve customers more efficiently and effectively.
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