@roxy_r. Just been through your draft i like it but having had stickies in past members seem not to read them anyway
The draft is very long are members really going to read through such a long script ,I think a lot will just give up on it ,
Not being negative i no.all the hard work.u do.on these things as well as the stickies is it not possible to.also give members this Info in a welcome pack.say by email when sim is activated , if they only part read it it's a start ,I will think further in this
Apologies for the late feedback.
Yes, the draft is a bit of a mouthful - but so is what it's intended to replace. Trying to compress a lot of information into a bitesize post is a bit like trying to squeeze a pillow back into a carrier bag
Apart from deleting quite a lot of relevant text the best I can come up with is that you put the three options into spoilers so that the member seeking help isn't hit with a long screed of text and images etc. - by which I mean after this bit : There are several ways of getting help on the website put each of the three help categories as you have drafted them in a spoiler and after each of the first two categories just put something like, "Still stuck? Click on the next category for further help"
It's not very original, but the best I can come up with. The easiest way I can think of to make newbies aware of how they can get help is if the website detects someone searching relevant sections of the community and a pop up asks if they need any assistance? To prevent it becoming annoying it could come with a "Don't show this message again" tickbox. But perhaps that would be part of the intuitive help that you mention.
what is that 4th stickie thread that is now in help support
Is the background to the fourth one very slightly darker than the first three?
If it is, then it's a thread that you've "floated" -- like a sticky, but you choose it yourself. If you want to unfloat it, open the thread and use the three dots menu to unfloat it again.
@roxy_. the 4th sticky as u say has gone it was there last nite and this morn , it started giffgaff when I clicked it the thread was about always on the thread was over 12 months old so well out date , it was defo yellow same as other stickies
its why I asked u what it was ,strange when you want to cut stickies down
Great suggestion @essie112mm . Gave it a go and here is what it looks like:
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.
If none of the above options helped solve your issue, then you might want to try:
3. Asking an agent
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.
I agree, there are so many ways we can try and put this info in front of newbies. As you know, we are in the process of moving platforms so we have to focus on making the move first and then we will have loads more things to leverage in order to make help better. What I have seen from the new platform is quite exciting and I cannot wait to take advantage of it. But that means that for now, we will limit to making changes that will be easy to move to the new platform. As soon as we are on new land I will take out my notes and start working on them. Also, there is a possibility that we will find other features that might change the way we see things now. Quite exciting times ahead
Thank you for doing what I was too tired to bother to do yesterday!
For me, the spoilers do the trick as they keep all the advice without making members feel as if they are bombarded with information, which can be daunting for some, especially those who are not familiar with how giffgaff works.
I recognise that the new platform will make many more things possible, and in a sense you are marking time with some projects until it is in place and everyone can see what possibilities it opens up.