Sky's Peer to Peer Community makes sound business sense, deflecting some calls and shortening others
Sky's Social Support is a fully integrated social customer support program combining Sky Help Forums, Facebook, Twitter, and Live Chat.
Launched in Oct '10, Sky Help Forum provides customers with 24x7 online self-service where they can raise both simple and complex issues, answered by staff & community members. The community handles 1M+ thread views/week, with 13,500+ new questions submitted monthly, answered within approximately 720mins.
To enhance support, Help Services via Facebook and Twitter were launched in March '11. Both are integrated into the community and have seen massive increases in activity and leading response times. Facebook interactions have increased from 4/week to ~250 per day, with average response times of 8 mins. Twitter has exploded from 4 interactions/week to 450/day, answered in less than 5 mins.
In Feb 2012 became the first UK provider to offer 1:1 escalation via live chat services, with customer satisfaction currently at 87%.
The success and adoption of the program has been due to the clarity of purpose - customers getting support and not being bombarded with non-relevant messages. With pure organic growth since its inception, the social support service handles more than 35,000 direct interactions monthly.
A dedicated team of 30 customer support representatives service all four support channels along with a newly launched (Jun 2012) superfan program to include 8 customer advocates. The superfan program has seen a 250% increase in contribution to content and support to the Help Forum. Similarly, NPS for both Twitter and Chat Services has also increased to 61 and 64 respectively.
Savings through call deflection have been significant, with calls on average are 1:48 shorter following a visit to the Help Forum and almost 25% of surveyed community visitors state they no longer need to call at all.
With the help of Lithium, Sky is constantly looking to deliver on their customer promise to "Believe in Better".
October 2010 to present