Case Study: NOW TV Italy achieves 24/7 scalable customer support with Guuru

NOW TV covered 1’500 chats in one day, using their own community for support

NOW TV Italy, part of Sky Italia, needed always-on 24/7 customer support that could handle sudden spikes in live-event chat traffic, answer subscription and setup questions, and support sales without overloading its contact center. Guuru provided a flexible live chat solution using crowdsourced, certified “Guurus” to deliver fast, knowledgeable assistance and switch support on or off as needed across webpages.

Guuru implemented the live chat rapidly, recruiting and certifying customers to answer questions via an app, with AI routing each inquiry to the most suitable Guuru. The results were strong: average response time fell to 14 seconds, 20% of inquiries came in outside normal hours, customers rated the service 4.7/5, and NOW TV Italy’s NPS improved to 53. Guurus also handled major peaks such as 1,500 chats in a day with a 0% abandon rate, while reducing pressure on in-house agents.

NOW TV Italy

Marco Pejeroni

Head of CRM and Quality Assurance