Hey @giffgaff20147, don't worry, that thread will stay there as it is I am really happy you find it useful!
Regarding the email, yes, we need to try a few things out and see what works best. And you are right, 700 since January is not great which means we just need to be smarter about how we make people aware of Best answers. We now have the Your questions widget on the forum, maybe we can change the copy a bit to add a line that nudges newbies to select a BA.
Sorry it has taken a while to do this, things have been a bit hectic. We have a first draft. Please have a look and let us know what you think:
At giffgaff we do things slightly differently; we don't have a call centre, we handle all of our support online so that we can save you money and because we think it's better.
There are several ways of getting help on the website:
The majority of problems can be solved by reading one of our troubleshooting articles.
You can do this by:
Asking The Community
Another way to get the answer to your question is by asking our super helpful members who are a very active bunch and will point you in the right direction faster than you can make a cup of tea!
To really speed up the process make sure you are as detailed as possible about your situation.
Here are some examples of things you could include:
It is important to keep in mind that this is a public forum so we would advise you not to post any personal information i.e. phone number, bank details or address.
Now that you know what to do, click here to talk to our helpers and don’t forget to tick 'email me when someone replies' to get email notification as soon as one of our helpers answers your question.
Going back to a question you have asked
It is always best to go back and update the original question instead of asking the question again. That way the helpers will have all the relevant details to give you the best advice.
Saying Thanks! - Marking a Best Answer
Since the gaffers answering your questions are members just like you, it would be nice to thank them for helping you out.
The best way to do this is by marking the answer that helped solve your problem as a best answer. Not only will this give credit to the member who posted the response but this also identifies the correct answer for other members who land on the community experiencing similar problems.
Asking an Agent
Although the Help and Support Forum is a great place to find help, there are some things that the community will not be able to solve, by this we mean account related issues which will require them to have access to your personal information.
If you find yourself in this situation, it would be best for you to directly contact our agents who work 7 days a week from 8am to 10pm.
Take a look at this When to contact an agent article in the Knowledge base to get a better understanding of when it would be best to do this.
However, if you’re not too sure on which form you should use, feel free to ask the community and they will be happy to point you in the right direction.