CUSTOMER STORY
Sky serves customers end-to-end with a fully integrated community
Sky supports 2 million customers digitally with an enhanced online community using bots, messaging, and more.
EXECUTIVE SUMMARY
Sky, a premier UK broadband, TV, and mobile giant, is one of Europe’s leading media and telecommunications companies, serving a customer base of over 23 million.
In 2011, Sky launched its customer support community. The advent of COVID-19 in 2020 saw Sky’s contact centers limited to approximately 30% capacity, compelling the company to accelerate its shift towards digital solutions. As a result, the Sky community today proudly supports:
- 2 million customers self-serving digitally
- 4,000 new members joining weekly
- 5,000 posts generated each week
In recent years, Sky significantly enhanced its community through targeted promotions and the strategic integration of syndication, bots, and messaging, all of which have generated substantial business value:
- £750,000 annual savings through community content syndication
- 98.8% resolution rate within the community
- 88% customer satisfaction (CSAT) score
“We completely reimagined our community to ensure we kept them there. Basically, if you were coming from Sky.com, and you were being promoted to the community and landed in the community, you didn't feel like an alien landing on planet Earth.”
– Nima Lawlor-Baniamer, Senior Product Owner, Community and Social
