The Sky customer care team had already experienced digital success with a Lithium-powered Community and Lithium Social Web (LSW). However, they were in need of a more effective method for social media agents to efficiently and successfully escalate complex inquiries to relevant business experts.
To achieve these business objectives, Sky trialed LSW’s “Ask an Expert” feature. The results were astounding. They were able to increase the quality of their social responses and empower agents through effective collaboration with subject matter experts. Specifically, they were able to increase agent efficiency by 83% and improve agent response time by 50%, all while providing a better quality of social response.
Find out more details on their successful trial here.