Hello there.
I don't know the internal workings of gg, but for a while now i have wondered whether gg focus on the right things internally, however in fairness, more recent months have shown that things are being done and openly advertised to it's community and customers.
Just an idea and this may be already done, but how about either monthly or quarterly, the posts are analysed and categorised to give focus on where gg should be looking to better things etc.
I looked into a recent section of posts (about 8 hours worth) and this is what i found.... Hpefully it shows something or gives someone some ideas, but to me this is the logical way forward in bettering the customer experience and resolve the more common problems, maybe in clearer guideance that would change monthly/quarterly depending on what issues there are in that period. Perhaps even when people are posting, just like they have to choose now say 'help & support' or 'tips & advice' and then a sub category?? Anyhow, this was my findings broadly......
Thepie chart shows the most common categories broken down and the idea would be that these are the ones to focus on.
Considering that many people now have multiple devices and therefore need multiple SIM cards, I feel that the SIM activation pages are very unhelpful and need to be more user friendly and intuitive, thereby improving the member experience.
As it stands right now, a member with an existing SIM entering an activation code whilst logged/logging into their account is greeted by the SIM Replacement (SIM swap) page, with the very unhelpful statement:
"You cannot have two active SIMs. Activating a new SIM will deactivate your current SIM."
The member then has the option of continuing with a SIM swap, or backing out of the process. This results in members doing SIM swaps when they really wanted to change their number or register a second SIM, or backing out and not knowing where to go from here. This does nothing for the overall member experience, and causes members to become confused or frustrated by the whole process, and possibly them spending ages searching the knowledgebase or asking in the community.
The idea
I feel that this process could be much improved with a little modification to the current process flow, so that when an existing member enters the activation code from a new SIM they are presented with a series of option buttons or links, each taking or guiding them towards the correct path
For example
| I want to: | Action |
|---|---|
| Move my number to a new SIM | Starts SIM swap procedure |
| Activate a replacement SIM | Explanation before starting SIM activation |
| Activate an extra SIM for another phone/device | Instructions to activate SIM on a new account |
| Change my number whilst keeping the same account | Instructions to change number via agents |
| Have an additional SIM on the same number | Explain this is not possible and give alternatives |
Benefits:
- Better overall member experience
- Reduction in erroneous SIM activations, therefore reduction in cancellation requests
- Reduction in Help & Support and agent questions relating to SIM activations
If you would like to see this idea implemented, please support it by clicking the 
Background:
Recently giffgaff have introduced listing 'Unresolved Help Requests' when accessing the help forum. This is a really useful feature and should improve members being able to find their own Help question and also remind them to mark a 'Best Answer'. 
Problem
However there are some threads that are simply not appropriate to set a 'Best Answer' because either none was given (remains unsolved) or the type of thread isn't one that needs a best answer.
Solution
After further discussion on how to easily resolve this (and get rid of the threads showing) I came up with the idea of using tags on the thread's opening post which could then be expanded into a more automated solution (see here on the original contribute thread http://community.giffgaff.com/t5/Contribute/Idea-N
- 'unsolved' and 'Unsolved' - this would mean the thread is still unresolved and this could prompt further responses from members that are particularly interested and have the knowledge to help solve more difficult problems by searching for that tag. The use of the tag would exclude the thread from appearing in the 'Unresolved Help Requests'.
- 'No BA needed' simply to exclude it from appearing (this is the one I would use for the 'Urban Myths' thread for example).
Change the emails (sent out to members reminding them to set a best answer) to include details on the new option of setting the tag to 'unsolved' if they can't find an appropriate best answer to set/need further help. Also please include a valid link to the thread as I think this is an issue atm.
So this should be a fairly simple solution to implement and a needed one I feel.
As always comments and support welcomed
Howdy gaffers,
Now giffgaff stock the iPhone 5c, its super easy to get a hold of the iphone. However when I was looking at the website, browsing for a new phone something stood out to me.
Above are the colours that Apple sell, the colours are taken directly from the apple website.
And here are the colours that giffgaff advertise. There are two blaring differences.
- The Pink
- and The Blue
Now the pink isn't an issue as its more that Apple aren't showing the correct shade, even if giffgaff's is a little on the bring side.
My issue is with the Blue:
There is quite a contrast in the colours, and even more so if you look at the actual colour of the blue iPhone 5c
So my proposal, rather than having the current shade of blue in the small coloured box, change this:
To this:
So that the correct shade of blue is advertised. As at the time being it looks like the phone should be purple. So you can imagine my disappointment when I realised it wasn't in fact a nice purple shade, but in fact bright blue.
A simple change is all that is required but it would ,make things much clearer.
Thanks, please support with a kudos if you think the change is necessary.
Got someone complaining on FB and I think they have a point. They wanted a goodybag bag + blackberry add-on and clicked on Blackberry plans link.
However the link takes you to a single page with everything on it, starting with the normal goodybags.
You have to scroll down past these to get to the blackberry plans. Understandable that someone could get confused and buy a £10 goodybag by mistake, instead of a £10 Blackberry plan.
Ideally the links should go to separate pages, but at least should go straight to the relevant section and not just the top of the page. Misleading and confusing where it doesn't need to be.
So the idea is to change the mobile topup links so that they take you straight through to the section that you need. At the moment, with the way its (not) working, there's no point to the 3 different links as they all go to the same place.
Cheers folks
Phil
