Case Study: Sky achieves end-to-end digital self-service and £750K annual savings with Khoros Communities

How Sky more than doubled engagement during an unprecedented year

Sky, a leading UK broadband, TV and mobile provider serving more than 23 million customers, faced a critical support challenge when COVID-19 reduced contact-center capacity to roughly 30% in 2020. To accelerate a digital-first shift and maintain seamless end-to-end customer journeys, Sky expanded its customer support community built with Khoros (using Khoros Communities and Khoros Care for messaging and escalations).

Khoros helped Sky implement an integrated online community with content syndication, a virtual assistant bot, community messaging and automated escalations into Khoros Care. The result: about 2 million customers self-serving digitally, 4,000 new members and 5,000 posts weekly, a 98.8% community resolution rate, 88% CSAT, and measurable cost savings (roughly £750,000/year from content syndication plus ~£50,000/year from escalations); only 1.2% of customers need to call after posting and 100% of posts receive a response.

Sky

Nima Baniamer

Community Product Owner