We would like this under both Sky Q and Sky Classic to get more hits on the page and more accessible and run a test on this. We would like it in the boxes after you click on either Sky+ or Sky Q
Please find the results for adding a BT sports section to the TV help area:
Name
Adding BT sports to TV help area
Hypothesis
If we create new content about BT sport that sits within TV help, we will reduce calls into the contact centre.
Outcome
FALSE
KPI
Digital transfers
Result
16.85% increase in digital transfers
Action
Test Paused
Owner
Jen Tierney
More Details
See PDF
Adding the BT sport content within TV help area has significantly increased calls in the contact centre.
The button to get to the content has very little interaction with only a 0.74% click through rate, which is slightly better than the 0.42% CTR we saw when we ran this test in My account. However again this isn’t the right area for this content and the people who interact with the content are more likely to call.
As mentioned yesterday, I’ll put in some time to go through these results and next steps.
Alex to build for A/B test
Plan to remove the content created for this test and use the orgianl article and amend - https://www.sky.com/help/articles/get-bt-sport-on-sky
Plan:
1) Amend title of article to be more BT general not just selling. Possible look at the order of content and try to streamline it,
2) Amend gatkeeper - create a version for the following scenarios:
If they have bought BT sports through BT contact them
If they have bought it through Sky push them the online message tool
If they are wanting to buy Sky Sports send them to the customer hub
Hi All,
Please find the results for adding a BT sports section to the TV help area:
Name
Adding BT sports to TV help area
Hypothesis
If we create new content about BT sport that sits within TV help, we will reduce calls into the contact centre.
Outcome
FALSE
KPI
Digital transfers
Result
16.85% increase in digital transfers
Action
Test Paused
Owner
Jen Tierney
More Details
See PDF
Adding the BT sport content within TV help area has significantly increased calls in the contact centre.
The button to get to the content has very little interaction with only a 0.74% click through rate, which is slightly better than the 0.42% CTR we saw when we ran this test in My account. However again this isn’t the right area for this content and the people who interact with the content are more likely to call.
As mentioned yesterday, I’ll put in some time to go through these results and next steps.
Thanks
Test live 30th April