As you know, our helpers do some amazing work and we want to make things as easy as possible for them when advising our helpees on what their next best step is in order to get their issue fixed or their question answered. Part of that is making sure that the helpers are as up to date as possible with our recent changes and new features available on giffgaff.
After loads of brainstorming, we thought the best way to bring this to life would be by having a sticky thread in Help and Support, which we can update every time we change anything that impacts the advice members give on the Help and Support forum.
There are a few existing stickies on the H+S board but, one that spoke out to us in particular which would make a great opening post for this new thread - What does a great post contain? by @essie112mm (Thanks Essie!). So, we have reached out to her to collaborate and here is an example of a structure to the thread we came up with:
Structure of an update:
We plan on getting this out real soon and locking the thread so that the members that subscribe to it only get notified when an update has been posted, but don’t you worry, we will have this thread here open in case you want to share your thoughts, ideas and feedback.
I really hope you've found this useful.
Wishing you all an awesome weekend ahead!