Case Study: Sky UK achieves 2.2x efficiency and shifts 30% of calls to messaging with LivePerson

Sky UK - Customer Case Study

Sky UK, part of Europe’s leading entertainment and communications group, set out to modernize customer service to match how people actually communicate — moving away from voice calls and long IVR waits toward messaging. Facing the challenge of securely authenticating customers and deflecting inbound calls, Sky partnered with LivePerson to give customers the option to switch IVR calls to SMS or Facebook Messenger and later introduced fully authenticated in‑app messaging.

The solution used IVR deflection to SMS/FBM (March 2017), an iDavid verification flow for secure conversations, and in‑app messaging on iOS/Android (April 2017). Results: 1,200 agents moved to messaging with 90% enthusiastic adoption, 2.2× efficiency versus voice, ~30% of uncontained voice calls shifted to messaging, 80–90% CSAT, strong customer reviews, and plans to scale to 50% digital interactions with proactive messaging and bot support.

Sky UK

Tom Scott

Managing Director, Customer Service Group