Helping customers help themselves

Enabling Sky to manage their content with an amazing customer experience

Sky was determined to enhance the use of its online self-help tools for in-home diagnostics, allowing issues to be resolved quicker. Taking this, Sky set out to enable customers to troubleshoot problems for themselves, particularly during times of widespread issues. This, is in order to help prevent the helpline from being overwhelmed with calls for the same problem.

In just five months, we delivered four major pieces of customer-facing functionality. Focused initially on in-home advanced diagnostics, the first customer-facing delivery was made in less than three weeks, leaving room to implement further customer feedback.