Sky ID - Digital Copy Changes

We know that around 2k customers call us per week relating to unlinking of My Sky ID. We want to make the troubleshooting steps clearer for customers online while also providing the same consistent journey for Advisors.

Why? - To be clearer online so customers can self serve and don't need to call us.

Benefit - Reducing calls into the contact centre by being clear and having the right steps online.

Actions needed- There is a new process that came into affect in June 2020, however the current customer and advisor flow doesn't reflect this. We want to change this flow so customers can access the correct help whether they log in or not and self serve online.

Unlinking Sky I...

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Alex Banner

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| Apr 28, 2021

Test completed. The updated copy has been integrated into the existing flow and is now live in production.

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Sky ID - Digital Copy Changes