Case Study

Sky customers prefer seeking help via social channels and are more satisfied with their experience

Sky operates the most comprehensive multi-channel, multi-platform television service in the UK and Ireland. Over 10.4 million households across the UK and Ireland enjoy an unprecedented choice of movies, news, entertainment, arts and sports channels.

“Customers using our forum had an average of 1 min. 48 sec. shorter duration over 19k calls – that equates to over 570 hours. Contributions from our superusers and members play a vital role in delivering great service cross-channel. With Lithium's help, Sky is constantly looking to deliver on their customer promise to ‘Believe in Better’.”

Real Results

Sky customers prefer seeking help via social channels and are more satisfied with their experience - NPS for Twitter support is 61% and community support is 64%.