Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Download the case study
Sky, part of the Comcast group, is Europe’s leading media entertainment company. The Sky Community, which recently celebrated its tenth anniversary, has more than 2.1 million members. In March 2020, the COVID-19 pandemic caused an unprecedented 500% spike in community posts as customers became even more reliant on their Sky services while in lockdown. At the same time, Sky lost over 70% of their customer-contact resources almost overnight. Sky quickly shifted more than 15 staff members to the community team and positioned the community more prominently within key pages of Sky.com. As customer questions became more complex, Sky added advisors and engineers to the community, which before was based almost exclusively on peer-to-peer interaction. Sky wanted to ensure that the presence of advisors wouldn’t be detrimental to peer-to-peer engagement, and they didn’t want their community to become a glorified live chat. They also needed to ensure that their advisors could address what they deemed Tier 2 queries: while Sky’s Tier 1 queries can be answered digitally, by super users, Tier 2 queries are account-based queries that might require a higher level of intervention. Sky sought an innovative solution: they partnered with Khoros to build community messaging.
Sky partnered with Khoros to build their community messaging capability to empower community advisors to address Tier 2 queries. Now, when a Sky community super user recognizes a Tier 2 post, they can escalate it for Sky’s advisors to address. After reading through the public thread to see what the customer has already tried, the advisor then sends an asynchronous, secure messaging invite to the customer via email. When the customer goes onto Sky’s community, they see a chat bubble that enables them to start a conversation with the advisor. Once the case is resolved, the customer is asked to complete a survey and the advisor who assisted goes back into the public thread and summarizes the solution to help future customers.
Sky partnered with Khoros to weather the worst of the COVID-19 crisis, and their community messaging system continues to help customers receive a high level of care. In fact, engagement on Sky’s community more than doubled from 2019 to 2020, from an increase in new discussions (128%), to new answers (119%), to badges (617%). Sky also discovered that customers who viewed a community query with a solution had a much lower rate of transfer from the community to an advisor on the phone than customers who did not view content with a solution on the community. In fact, customers who viewed answered content were 21% less likely to call Sky, saving the company over $150k per year. Sky plans to look at even more Community Health Metrics in the future, to prove the value of their community even more definitively.
Another key metric unique to Sky is transfer rate. They use this to measure digital transfers — that is, customers who have gone on any of their digital journeys, then called them within seven days. Sky’s proprietary technology alerts them when a customer can’t find help online, and tells them exactly where they were and when they decided to make a phone call instead. Then they can see which pages generate the most calls, and drill down to which threads are causing the most calls. Sky discovered that the transfer rate on their community, in general, was about one-third that of other their digital properties, and for threads marked as “solved,” it was even lower. By directing people to the community and encouraging them to mark questions as “solved,” Sky can maximize the value for customers as well as their bottom line.
community messaging to enable community advisors to answer more complex, account-based queries.
all community users have access to solutions for queries raised within the community by directing advisors to summarize each completed issue.
their community in November for their 10th-anniversary celebration.
an elaborate gamification system to reward users for participating in the community with perks and private community areas.
Not only is our community bringing in more traffic, but engagement has gone up exponentially, so when that new traffic comes in, they’re more likely to engage.
Not only has the number of customer interactions Sky handles each day increased, but performance metrics in many areas are also even better than they were pre-COVID-19. Most importantly, Sky has been able to work more efficiently, using the resources they have available to prioritize the acute needs of their most vulnerable customers. This year, the number of casual community users decreased while the number of active users increased. Historically, 91% of members were casual users while 8% were active users, but now the split is 87% and 12%, respectively. Engagement on Sky’s community also more than doubled this year.
year-over-year increase in visits
year-over-year increase in new discussions
year-over-year increase in new answers
In the face of an almost unimaginable year, we not only safeguarded the health of our community but improved upon it. That’s a testament to community as a concept and the way we run it here at Sky.