customer service – Jellybeans in the City

One of my new besties is a bot and I ain‘t afraid to say it!

It’s not that I’m giving up on humanity; it’s just that she makes my life so much easier.

She’s KYLA, a 24/7 messaging bot designed to provide real-time answers to SKY product or service inquiries by both existing and non-subscribers.

Being a closet introvert, I sometimes get some form of apprehension every time I’m forced into social situations. Yes, that includes interacting with sales associates, retail staff and customer service agents.

Being able to interact with a bot affords me that feeling of ease of not having to worry about how I’m coming across or gauge non-verbal cues as I set about having my questions answered.

If you think that you would not want to transact with a machine and much prefer the “human” touch, guess again. You’ve been doing it for quite some time. Whenever you opted to withdraw cash from an ATM rather than get in line to wait for an actual bank teller to get to you, you have opted to conduct your business with a machine. And why not? It’s so much easier, isn’t it?

That‘s what KYLA does: she eliminates a lot of the hassle and waiting time to get answers or help I need with regards to my SKY service. She answers in real-time, providing me with the info I need right when I need them.

Here are some of the instances when KYLA helps me out:

When I had trouble with my cable TV or broadband signal, KYLA provided me with self-help guides so I can troubleshoot
When my neighborhood had signal issues, KYLA informed me of when it was expected to be resolved
When I wanted to check my bill, KYLA provided me with my account status, due date and payment balance, as well as a list of convenient ways to pay for my SKY bill

If my service concern is a bit more complex, I don’t worry. KYLA can connect me to a live agent with access to my conversation history. So no need to answer the same questions again.

I have started forwarding my family and friends to KYLA for their own service concerns or subscription inquiries, knowing that they’re in very good hands already.

And since KYLA is available 24/7, I don’t have to worry about the time of the day or night when I message her.

Isn’t that the kind of accommodating and helpful bestie you want for yourself?

Well, I’m not selfish, I’ll gladly share my bestie with you so she can help you with your SKY service concerns too!

Here’s how to reach her:

On mysky.com.ph (click “Message Us”)
On Facebook Messenger
On Viber

Then select the category of your query. Or you can type in a question in English and KYLA will answer you right away!

It’s so easy, right?

So, are you ready to meet your new bestie? Grab your mobile device and start messaging!

SKY subscribers can continue to expect to get safe customer service, as most of the country eases into a new normal.

As a top priority, SKY is strictly implementing safety measures during in-home services. Before any visit is done, SKY service technicians will call the subscriber first to make sure no one in the household is ill. Only a two-man team is assigned to every home so that one can work inside the subscriber’s home while one can simultaneously work outside to ensure proper physical distancing and less social interaction. Both of them will be wearing PPEs and other protective gear.

In SKY business centers, on the other hand, only a limited number of people will be allowed inside at any given time. Upon entry, customers will be required to go through thermal scanning and answer a symptoms questionnaire. Inside, physical distancing will be observed while plastic barriers are installed at the service desk. Sanitation and disinfection procedures will be conducted before and after every transaction.

Meanwhile, SKY subscribers are encouraged to continue managing their accounts digitally through SKY’s official website (mysky.com.ph/myaccounts) and the mySKY app (mysky.com.ph/app), pay via digital payment partners (mysky.com.ph/digitalpayment), seek troubleshooting guides on its website (mysky.com.ph/help), and contact SKY through its webform (mysky.com.ph/contact-us).

These protocols are put in place to safeguard the health and safety of SKY subscribers, employees and business partners. Subscribers can learn more about these safety measures as they visit http://www.mysky.com.ph/safetyprocedures and bit.ly/skybranchreopen.

To help ease the burden of subscribers during these uncertain times, they may opt to pay 50% of their outstanding balance for due dates beginning May 16, 2020. More details on this are available at bit.ly/skybill.

Stay updated and reach out to SKY by downloading the mySKY app today at www.mysky.com.ph/app.