Case Study: Sky achieves 100% social engagement and 45-minute response times with Qualtrics

Sky increases engagement and improves customer service

Sky, a media, entertainment and telecommunications leader with over 13 million customers, needed a better way to manage rapidly growing social-channel interactions. Manual processes, long response times (average time to first response >7 hours), unclear social-support roles and an inability to handle queries end-to-end were hindering service and efficiency.

Sky implemented Clarabridge Engage to consolidate, listen to and analyze social feedback, automate routing with “Flows,” and apply filtering and workflows for prioritization. The platform enabled sentiment/intent insight, deflection to self‑service and improved routing; results included engagement rising from 60% to 100%, average time to first response dropping to ~45 minutes, customer satisfaction increasing from 62% to 93%, 86% of queries resolved on-channel, and most simple queries handled without adding headcount.

Sky

Marc Seenan

Channel Development Manager