@SKYHelpTeam Dec-16 Twitter Dashboard
Report generated on 12/21/2016 6:10:00 AM
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Queries This Month
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Baseline = Q1 2014
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Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| SKY | Browsing | 5 | 4 | 4.8% | 1.1% | 3.7% |
| SKY | Connectivity | 26 | 81 | 24.8% | 21.4% | 3.3% |
| SKY | Package | 9 | 20 | 8.6% | 5.3% | 3.3% |
| SKY | Contract | 8 | 17 | 7.6% | 4.5% | 3.1% |
| SKY | Account | 9 | 21 | 8.6% | 5.6% | 3.0% |
Top queries received yesterday
| Date | Category | Reason | Sub Reason | Subject | Question | URL |
|---|---|---|---|---|---|---|
| 2016-06-08 | Broadband / Fibre | Browsing | Can't Access | @SkyHelpTeam | wifi disconnecting every 15mins last night, tried calling but no one could be bothered answering ! pic.twitter.com/QFmW1l5Y8j 10:06 am - 8 Jun 2016 · Details | View |
| 2016-06-08 | Broadband / Fibre | Browsing | Can't Access | @SkyHelpTeam | I have been trying to use live chat, but I cannot connect even though you have experts available. pic.twitter.com/EjpSUOSEQF 12:40 am - 8 Jun 2016 · Details | View |
| 2016-06-08 | Broadband / Fibre | Browsing | Buffering | @SkyHelpTeam | In reply to Sky Help Team constantly buffering, games are lagging. Driving me up the wall Jase! Help me!! ,In reply to Sky Help Team I have followed you. | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @SkyHelpTeam | In reply to Sky Help Team wider outages? Half of my area and customers in the surrounding areas were affected also? Do you know the cause? | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @SkyHelpTeam | orange flashing light means I gotta go on internet download software & update box. How? My internet isn't working! ,In reply to Sky Help Team all sorted. New router getting sent. Thanks | View |
| 2016-06-08 | Broadband / Fibre | Connectivity | No Connection | @SkyHelpTeam | my internet just went down like half an hour ago, I've tried all the self healing steps. No progress. Please help. , Guys I need your help. Please. | View |
| 2016-06-08 | Account & Billing | Package | Offer | @SkyHelpTeam | had an email offering to upgrade to sky q with the £149 charge waived, just checking its a genuine email from you guys? | View |
| 2016-06-08 | Account & Billing | Package | Availability | @SkyHelpTeam | In reply to Sky Help Team Will it be available in sky box sets any time soon? | View |
| 2016-06-08 | Account & Billing | Package | Offer | @SkyHelpTeam | In reply to Sky Help Team I will certainly make a complaint. Your engineer by mistake will have moved another dish and didn't offer to test ,In reply to Sky Help Team and I'm now left having to shoulder to cost to realign it | View |
| 2016-06-08 | Account & Billing | Contract | Cancel | @SkyHelpTeam | hi. Can you please give me a valid reason why I can't cancel sports online but I can cancel movies please , I don't want to phone up sky as they will talk shit for an hour before allowing me to cancel sports. ,In reply to Sky Help Team thankyou. Didn't cut the bill by much which is what I anticipated so when contract is up I will switch to someone else | View |
| 2016-06-08 | Account & Billing | Contract | Cancel | @SkyHelpTeam | In reply to Sky Help Team seen a deal il take out currently with talktalk but contract up do you do all the canceling with them or is that down to me ,In reply to Sky Help Team so basically i wouldnt need to do anything just sign up for sky give my current provider and you d take care of the rest | View |
| 2016-06-08 | Account & Billing | Contract | Changes | @SkyHelpTeam | In reply to Sky Help Team A Satellite dish was a good idea back in the 90s when Sky had no real competition. Times change. Sky need to catch up techwise. | View |
| 2016-06-08 | Account & Billing | Account | Bar | @SkyHelpTeam | SkyUK guys, do you currently have issues in the Barton area? My channels + internet aren't working | View |
| 2016-06-08 | Account & Billing | Account | Message | @SkyHelpTeam | got this message from my SkyHD box this morning, any ideas? 1:24 am - 8 Jun 2016 · Details | View |
| 2016-06-08 | Account & Billing | Account | Nuisance Calls | @SkyHelpTeam | Hi, I keep getting calls from sky on 01332 387201 and other numbers I'm on holiday on a beach and it's getting on my goat tbh. | View |
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What's Going Up
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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What's Going Down
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been directed to @SKYHelpTeam
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk