Sky’s mission is to make the world of entertainment accessible to all. As part of that commitment, Sky Ireland partners with Be My Eyes to provide free, real-time visual support for blind and low-vision customers. Through the Be My Eyes app, Sky customers can connect directly with Accessibility Advisors via live video, receiving the help they need with their Sky services. The Challenge & Objective The Challenge Traditional customer service channels like phone or live chat can be frustrating for customers who are blind or have low-vision. Explaining technical issues without the ability to reference visual cues creates added complexity, longer call durations, and potentially lower customer satisfaction. Additionally, a study conducted by Scope in 2020 shows how over 66% of individuals living with disability feel either frustrated, let down, excluded or upset by inaccessible TV programs and films. The Objective As Europe’s leading media and entertainment company, Sky Ireland is committed to ensuring that all their products and services are fully inclusive and easy for everyone to use. Sky Ireland set out to enhance its accessibility support offering with a solution that would: Provide real-time, visual customer support Improve first-call resolution rates Increase overall customer satisfaction Align with Sky’s long-standing commitment to accessibility The Solution Be My Eyes and Sky worked together to implement our Service Connect solution, enabling Sky Ireland to now offer live video assistance to blind and low-vision customers directly through the Be My Eyes app. Users can navigate to the Service Directory section of the app, select Technical, then choose Sky to initiate a call. Sky’s trained Accessibility Advisors can then see the customer’s issue through their smart device camera and offer immediate, visual troubleshooting support. Whether it’s setting up Sky Q, troubleshooting issues with broadband, adjusting settings on Sky Glass, or navigating accessibility features like Voice Guidance, Sky’s support team can now assist visually and accurately. Your browser does not support the video tag. Results The early impact has been significant, particularly in Sky’s goal to provide efficient accessible support. – Real-time visual support has enabled faster resolution of tech issues – Improved first-contact resolution thanks to visual context – Strengthened brand trust and loyalty among blind and low-vision customers – Thousands of blind and low-vision customers now enjoy their favorite shows on Sky through a fully accessible experience While exact metrics are still being gathered, qualitative feedback from the community and advocates like Fighting Blindness Ireland has been overwhelmingly positive. “Sky is a champion of inclusivity and we always strive to ensure that all of our customers’ needs are met. We’re incredibly proud to be the first telecommunications company in Ireland to integrate the Be My Eyes app into our customer service offering and provide essential assistance to all Sky customers. Be My Eyes means we can now offer specialised assistance and technical support to visually impaired customers when they need it, through live video calls.” David Nason, Accessibility Lead, Sky Ireland “Thanks to our partnership with Sky Ireland, thousands of people who are blind and low vision will have access to another important tool to fully enjoy their favorite shows. We are extremely excited to join forces with them to create a fully accessible experience for our community in Ireland.” Hans Jørgen Wiberg, Founder, Be My Eyes “If you haven’t contacted Sky before through the Be My Eyes app or indeed if you haven’t used Service Directory in general, I strongly recommend doing so. The people you are speaking to are aware of the specialized support they need to deliver, so you are going to have people who are trained and who know exactly what our community requires” Stuart, Be My Eyes User from Ireland “The people at Sky are simply amazing and the patience they have is unreal. There’s no frustration, you’re not feeling annoyed. It’s been a game changer for me. I wouldn’t leave Sky because of the service that they are offering.” Jackie, Be My Eyes User from Sligo Download the PDF version of this Case Study
