Why do sky use community

[Whyfi]

Why do sky push you to posting on a community rather than just helping you with your issue or giving you a clear channel to speak to customer service. Is it because they are A) cheap B) lazy C) don't care D) all of the above??

[Chrisee]

@Whyfi nobody forces you to post here but like many other companies Sky find running a forum can help,answer many queries faster and cheaper than a call to customer services especially at busy times. The forum has been running for 14 years and this posts show you some stats https://helpforum.sky.com/t5/Community/It-s-Sky-Community-s-14th-Birthday/ba-p/4792628 

If you have ever had to run a customer service operation you would know the cost of answering a call is not cheap diverting queries onto the web resources, social networks and forums reducess those costs and for many customers is a good outcome. As I said whether you wish to use it is up to you.