Earlier this month we launched a brilliant partnership with Sky by offering customers (EE and non-EE) fuss-free TV with Sky Stream.
We’ve seen a great response from you all so far, but our customer redemption rate is not where we want it – in fact its only around 19% which means your customer won’t receive their hardware or package and the order will be cancelled after 7 days.
So, here’s what can you do to give our customers the best experience
1.Are you pitching Sky Stream to the right customer?
Any customer can take Sky Stream from – they don’t need to be an existing EE customer or even have EE Home Broadband. The only customers we can’t place orders for are existing Sky Glass or Sky Stream customers. Legacy Sky TV (Sky+ and Sky Q) customers can order Sky Stream from EE. Minimum 25Mbps HBB speed required
2. Does your customer know what to do after you’ve placed the order in Orbit?
Once you’ve placed the order for the Stream Puck (the hardware) your customer will receive an email with confirmation of the order and a link to pick their package and finalise their order. This email usually is received within minutes of the order being placed so you should support your customer in picking the package and setting up their account. Click here for a one pager on the customer journey.
3. Customer having issues with the link? Try these tops tips:
- Support the customer by copying and pasting the link in to ‘Incognito Mode’
- Clear Cache and Cookies
- On the EE App under orders, you should see Sky Stream and there will be a button to activate the subscription which will open up the redemption journey