Sky has announced it is to give its broadband and television services a boost with improvements to its customer support systems.

The company has employed the expertise of Tealeaf, an online supplier of consumer experience management systems, to enhance it existing processes and make improvements to its web-based transactional channels.

A spokesman for the media company said the decision was based on Sky's use of the internet as a key platform for engaging with new and existing customers, as well as maintaining client relationships and generating revenues.

Director of online and interactive channels for the organisation Alasdair Wright explained: "Through Tealeaf's software, we will look to further improve visitor experience by forming an ever greater understanding of customer experience and behaviours."

The main focus of the new system will be to target visitor experience by providing an insight into customer behaviour. Sky hopes this will lead to better self-service options and more data for web analytics, support and development, as well as network observation and business analysis.

John Lillie, UK country manager of Tealeaf commented that by ensuring all aspects of the broadcaster's online portal are kept problem-free, Sky will be able to ensure sales and enquiries are not lost due to simple glitches that could have been avoided.

"Tealeaf will support Sky in identifying and rectifying these concerns through an improved understanding of potential issues," he added.

In addition to being the leading entertainment and communications company in the UK - reaching 9.2 million homes - Sky claims its broadband offerings are the fastest-growing in the UK.

An application was recently launched for the Apple iPhone 3G that allows users to access and record (programmes?) from their Sky set-top box.

Categories: Broadband Products, Sky

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