Case Study: Sky improves customer experience with Infinity Tracking

Sky improves customer experience and deflects calls with Infinity

Sky, a major European entertainment and communications business, wanted to create a seamless, hassle-free experience on their website to deflect customer service calls. Their objective was to make sky.com a one-stop shop where customers could accomplish everything without needing to contact them through another channel.

By using Infinity's call tracking, Sky integrated call events into their Adobe Analytics data. This allowed them to run AB tests on content and measure the impact of changes on solving customer queries, enabling them to adapt content to be more useful and intuitive. The solution successfully deflected calls by solving customer problems directly on the site.

Sky