Given that almost every adult in America is both a water utility customer and social media user, it makes sense to engage your customers where they live. Social media is a great way for you to get your brand personality in front of your customers and organically engage them.
Social media can also be a powerful tool for managing issues, such as billing concerns, leaks, or an outage. By training your CSRs to monitor, engage, and resolve customer issues via social media, you can gain a powerful sense of customer loyalty and demonstrate your dedication to resolving issues.
You also need to embrace mobility. Customers engage with their bank, credit card companies, and more via their smart phone. As a water utility you can engage customers through an app as well, providing details on billing, payments, consumption, FAQs, and more. You could even provide a live map showing where you are working to update your customers on outages and infrastructure improvement.