Glympse and Sky, Changing the Face of Customer Engagement…One Cup of Coffee at a Time
Can you imagine being so happy to see the engineer coming to install your broadband that you make him a cup of coffee while you’re waiting?
That’s the kind of value Glympse can help deliver.
How a Glympse becomes a cup of coffee
Last week marked an important milestone for Glympse and our customer Sky – the largest pay TV and broadband provider in the UK. After a successful trial using the Glympse consumer app, Sky joined Charter Communications, Rogers and others in going live with Glympse’s Enterprise location sharing platform.
Sky came to us after seeing the Uber customer experience and asking if they too could offer this brilliant service to their customers when they are due an engineer visit.
With the Glympse platform they could, and last week saw the launch of Track My Sky Engineer online (soon also to be available in the MySky app).
With a location-driven customer experience powered by Glympse, Track My Sky Engineer allows Sky to give its customers an up-to-date, digital view into the status of their in-home appointment. Customers can confirm details, get updates and see the engineer’s real-time location on their way to the appointment, both in-app and online.
Sky’s customers and engineers both love it. We’ve already had some great feedback and have heard some great stories direct from Sky’s engineers. Customers are calling them to help them navigate to hard-to-find addresses. Others are blocking off parking spaces with cones so engineers will have a spot. One customer even made some extra breakfast, ready for the engineer when they arrived.
Anyone who holds a field role where they’re meeting customers for the first time knows it can sometimes can be tough. The new way of keeping in touch with Glympse has propelled the engineer and customer connection to a whole new level. Everybody loves it!
Sky’s Broadband Tech Team is the first to use Glympse in Sky.