SAWS News: SAWS Will Call You Back
Aquifer Beaker

Edwards Aquifer

Aquifer Level 685.9'
12/17/18 - Official

The Edwards aquifer and its catchment area in the San Antonio region is about 8,000 square miles and includes all or part of 13 counties in south-central Texas.

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Year-Round Watering Hours

Watering with an irrigation system or sprinkler is allowed any day of the week before 11 a.m. or after 7 p.m.

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Aquifer Level 685.9 | Year-Round Watering Hours

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SAWS Will Call You Back

imageTime is a luxury. The last thing you probably want to do is hold for a representative. With a new software solution that allows for a callback, SAWS is hoping to give you back some of that valuable time.

Now, during busy call center hours, callers will receive the option for a callback.

“The system is designed to offer you a callback option if we are busy,” said Agnes Barard, vice president of Customer Service.

Customers will not lose their place in line by choosing this option. They can input a specific phone number, or the system will use the one that appears on caller ID.

“When their turn comes up, the system puts them back in line and presents the call to a representative,” Barard said.

And just like that, customers can continue to work, do chores, shop or just relax on the sofa without the distraction of being on hold. If the customer or his/her voicemail does not answer the callback on the first attempt, the system will try two more times for a total of three attempts. If voicemail picks up on any attempt, the representative will leave a message.

The callback feature will come in handy as August approaches — the busiest call volume month for SAWS because of an exponential increase in move-in and move-out requests.

“We want to offer our customers better service options,” Barard said. “It makes it a better experience for everyone involved.”

Creating a more positive experience won’t stop there. This fall, SAWS will debut the option of a scheduled callback so customers can choose their optimal time to speak with a representative.

Recently, SAWS also unveiled an online chat feature to reach a representative. Customers can chat with a customer service representative from any webpage at about their billing or account information. Chat and callback features are available during normal business hours Monday through Friday.

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