topic Speech bubble support in Sky Q

Speech bubble support

Raider999 — Sun, 21 Jan 2024 15:02:58 GMT

Am I the only one who believes this method of support doesn't work?

I keep a regular eye on this forum mainly to check for known errors.

From this I would estimate at least 80% of the 48 hour communication are closed without any contact from the customer.

Why can't we have a dedicated support line to initdirect contact with support staff?

Re: Speech bubble support

daveNOS — Sun, 21 Jan 2024 15:14:57 GMT

@Raider999The forum staff can only help with a very small set of specific issues, to have a dedicated support line here would require significant resources and staffing, that's not going to happen.

Re: Speech bubble support

Chodley — Sun, 21 Jan 2024 16:08:27 GMT

@Raider999 wrote:
Am I the only one who believes this method of support doesn't work?

I keep a regular eye on this forum mainly to check for known errors.

From this I would estimate at least 80% of the 48 hour communication are closed without any contact from the customer.

Why can't we have a dedicated support line to initdirect contact with support staff?

What do you mean by dedicated? There is a support line you can call but having an async chat, while it's got its downsides especially for those who struggle with typing, is less waiting around for the customer and theoretically less cost for Sky

Re: Speech bubble support

Daniel0210 — Sun, 21 Jan 2024 16:23:18 GMT

@Raider999

As you've probably gathered calls to Sky do tend to direct customers to the forum or self help wherever possible to lessen the call volumes (and subsequently waiting times) to Customer Service agents. I suppose the 150 number is a dedicated line for Mobile and Talk users. As you can tell we escalate as many issues to the Messaging Team as we can providing it's something they can deal with.

Re: Speech bubble support

GD1 — Sun, 21 Jan 2024 16:55:48 GMT

@Raider999 wrote:

From this I would estimate at least 80% of the 48 hour communication are closed without any contact from the customer.

Why can't we have a dedicated support line to initdirect contact with support staff?

Thats down to the customer not engagimg with Sky when it's escalated rather than an issue with what staff here can help with.