Community and customer journey pioneering with Sky UK

The Sky UK community has come a long way from its humble beginnings in 2011.

Take a look at some numbers: two million customers digitally self-serving, 5000 new posts a week, and 4,000 new joiners a week.

Learn about content syndication, next best action tools, call deflection, customer escalations, and the need to keep the authenticity of peer-to-peer connection in such a busy environment.

Watch this video to understand how:

• The Sky UK community fully integrates with Sky’s current digital customer support ecosystem

• They managed to keep the interactions genuine and not turn the community into a glorified customer service waiting room

• They created a unique escalation feature for urgent customer help, while keeping service levels manageable for their support teams

Speaker: Nima Lawlor-Baniamer, Senior Product Owner, Sky Community and Social