Customer Success Stories

Helping customers help themselves

Enabling Sky to deliver continual improvement across customer services

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IMPACT

Tripled the number of issues resolved through online self help journey

Doubled the customers serviced by the advanced diagnostics capability

50% Drop in customers pushing the 'need more help' button

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.

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We solve complicated problems in complex places

Red Badger is the product transformation consultancy for blue chips. Our product design capabilities and technical pedigree build high-performance digital platforms that get you closer to your customers and embed new ways of working. Your journey to an agile, innovative digital product organisation starts today.

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