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What is the Sky Community?

The Sky Community is a powerful tool for customers — but how well do you really know it, and how confident do you feel talking about it?

Team discussion

  • What do you know about the Sky Community forum?

  • Have you ever used it yourself or spoken to a customer who has?

  • Why do you think some customers choose the forum over getting in touch with us another way?

Now let's put our knowledge to the test — it's time for a quick round of true or false…

ACTIVITY

What is the Sky Community?

True or False

How to play

Step 1: Read the statement
Step 2: Use the True or False Confidence Meter (below) to rate how confident you are that the statement is true or false
Step 3: Once you've made your choice, we'll reveal the answer and explore what the Sky Community really is, and how it can help our customers (and you)

Ready? Let’s see if you can spot fact from fiction…

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Play

ACTIVITY

What is the Sky Community?

True or False

Statement one

The Sky Community isn’t officially Sky.

How strongly do you believe this is true or false?

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ACTIVITY

What is the Sky Community?

True or False

The answer is:

False

The Sky Community is officially part of Sky. It’s a customer-led forum that’s owned and managed by the Sky Community team. They do everything from moderating discussions and supporting Superusers, to developing the platform and driving engagement. It’s a powerful space where customers help each other, and where Sky plays a key role behind the scenes.

Play

ACTIVITY

What is the Sky Community?

True or False

Statement two

Sky Community Superusers answer 91% of questions asked.

How strongly do you believe this is true or false?

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ACTIVITY

What is the Sky Community?

True or False

The answer is:

True

Superusers are experienced Sky customers who volunteer their time to help others — and they’re incredibly active. In fact, they answer 91% of questions posted to the forum.The remaining 9% are picked up by Sky Community advisors, who step in to help when a private chat is needed and stay with the customer until their issue is resolved.

Play

ACTIVITY

What is the Sky Community?

True or False

Statement three

The Sky Community is only for tech questions.

How strongly do you believe this is true or false?

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I’m sure it’s false

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ACTIVITY

What is the Sky Community?

True or False

The answer is:

False

The Sky community isn't just for tech questions — far from it! While you’ll find tech help with things like broadband, TV, or mobile issues, there are also areas dedicated to billing, product features, and even general discussion topics like TV recommendations and community chat.

It's a space where customers can support each other across a wide range of Sky-related topics, and it's all backed by our dedicated Sky Community team and advisors.

So, it's much more than just tech help — it's a place for real conversations, shared knowledge, and everyday support.

Play

ACTIVITY

What is the Sky Community?

True or False

Statement four

When you post something on it, it takes too long to get an answer.

How strongly do you believe this is true or false?

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ACTIVITY

What is the Sky Community?

True or False

The answer is:

False

While it might sometimes feel like you're waiting for a reply, the Sky Community is actually incredibly responsive. As you’ve seen, 91% of questions are answered by Superusers — real Sky customers who are passionate, knowledgeable, and quick to help. Our Superusers are active at all hours, so most replies come in within minutes or hours, not days.

And if someone needs more support, Sky Community advisors step in, taking ownership and inviting the customer to a private chat if needed.

So, if a customer says, “It’ll take too long to get help there,” you can reassure them: it's fast, reliable, and trusted by thousands of customers every day.

Play

ACTIVITY

What is the Sky Community?

True or False

Statement five

The Sky Community is 15 years old this year.

How strongly do you believe this is true or false?

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Play

ACTIVITY

What is the Sky Community?

True or False

The answer is:

True

That's right. The Sky Community is celebrating 15 years of helping customers help each other.

Since its launch, it's grown into a trusted space with thousands of active users, from tech experts to everyday customers, all sharing tips, advice, and answers.

This milestone shows just how valued and effective the platform is. It’s not just a support channel, but a real community built on shared knowledge and experience.

Keep an eye out later this year for celebrations and some exciting announcements.

Play

Sky Community research

We’ve done extensive research into how the Sky Community is coming up in contact centre conversations — and the results are eye-opening…

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Who are the Sky Community?

Superusers

Our Superusers are the real stars of the Sky community. They come from all across the UK and a wide range of backgrounds, united by one thing, a passion for helping others.

They've earned their ‘Superuser’ status through a gamification system that rewards accurate answers and helpful engagement. Once they've demonstrated consistent expertise and support, we invite them to become official Superusers.

This isn't a job, it's a hobby. They're not paid, but they choose to spend their time supporting others, sharing knowledge, and keeping the Community a welcoming, trusted space.

Sky Community users

Sky Community users are Sky customers from across the country — people who have questions, need help with an issue, or just want to connect and chat with other Sky customers.

Sky Community Messaging advisors

Based in Livingston, Scotland, our Sky Community Messaging advisors moderate the forum to keep it a safe, welcoming space where users feel supported and respected.

They also step in when needed, picking up customer cases directly from the forum and managing them through to resolution.

Let’s take a closer look

Take a few minutes to explore the Sky Community pages and see how our customers are helping each other every day.

Visit: The Official Sky Help Forum | Sky Community

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Why talk about the Sky Community?

The Sky Community is more than just a forum, it's a powerful digital tool that supports First Time Resolution and empowers customers to help themselves.

  • 98% of customers who use the forum don’t need to contact us again within 24 hours, they get the answers they need without further support, helping drive First Time Resolution

  • It’s available 24/7, making it a quick, convenient, on-your-own-time solution

  • 91% of questions are answered by our amazing customers. The rest are picked up by the Sky Community Messaging Team, who take ownership through to resolution

Team discussion

  • Which kinds of conversations are perfect for mentioning the Sky Community forum?

  • How could you naturally introduce it in a customer conversation?

  • How can the Sky Community support you and your customers every day?

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Let’s reflect

Key takeaways from today’s session
Next steps