Knowledge Base

What Does A Great Post contain ?

Started by: essie112mm
On: 02/08/2014 | 16:51
Replies: 52

Go to best answer
by: essie112mm
on: 02/08/2014 | 16:51 edited: 02/08/2014 | 17:39

                                                      WHAT DOES A GREAT POST CONTAIN ?


Whether it's to help out or gain payback getting a Best Answer fulfils any motivation for posting on the Help Board, as posting anything less harms your reputation, rank or payback as a helper. A helpful answer may contain some or all of the element outlines below the breakline, but as a general guide when helping, think of ''CHAIR" as your check list. Hitting each letter mean you can't go wrong, and it's as easy as that. 


    C = clarity

    H = helpfulness

    A = accuracy

     I = informative

    R = relevance



If we are to help others in a meaningful way we need to think carefully about the content of the answers we post. For many members Help and Support is the first - and sometimes only - forum they will ever visit on the Community.


First impressions count :smileyhappy:


 It’s important that not only are we as helpers both helpful and supportive, but also that we present our advice and information in a way that’s clear, accurate and relevant. 



                                                 So what do the best posts contain ?


       Here are some examples :-


  •  Punctuation and paragraphs giving a simple explanation of possible solutions to the problem. Ideally, there will be bullet points or steps listed in numerical order to make it easy for the original poster (OP) to follow a method.


  •  A friendly and approachable tone preferably without terms such as ‘m8’ and ‘my friend’ which some members find annoying or offensive.


  •  An individually prepared reply which shows the OP that their question has been read in full, understood, and answered with thought and their problem in mind. Sometimes  a pasted reply is appropriate, for example when giving information step by step instructions on a method such as SIM swap, but in general it’s best not to become dependent on generic answers, especially if they include information unrelated to the question.


  • A few appropriate questions such as, “What phone do you have?” or “Can you see an error message?” are useful because they make the OP feel as though you are communicating with them personally as well as draw out more information to help you and other helpers to solve the problem.


  • Concise, relevant and easily understood information.  If, for instance, a member asks how to turn off voicemail they’re unlikely to want a long, pasted reply advising how much the service costs, the number to dial to access messages, and whether the service comes out of their goodybag minutes. A long, wordy reply can be off-putting and difficult for the OP to sift through to find the information they need.


  • Problem-solving solutions.  A post which provides constructive help and suggestions to save contacting an agent is particularly helpful. There are however occasions when an agent is the only person who can help the member, so it helps to explain why and give the specific agent category rather than the general link


  • If relevant, links and short-codes to help the OP navigate their way to the solution. For example, where to check for agent messages or local network service updates, how to obtain a new SIM or contact an Educator, check an account balance or top up using a phone.


  • Additional information  that shows the helper has gone the extra mile to help by the OP by researching their problem either on the giffgaff Knowledge Base or by googling.


  • A blend of empathy with simple, constructive advice is sometimes all that’s needed to get the OP back on their way again.




I have been asked by hazel22 to post this thread on the Help section. Thanks to Hazel for helping me tweak it.


My @mentions are turned OFF
Message 1 of 53

Accepted Solutions
by: roxy_r
community giff-staffer

on: 07/11/2017 | 13:59 edited: 08/04/2019 | 09:11

We will always do our best to answer any question that comes our way but sometimes members will have account issues that  can only be solved by an agent. The best path to the resolution in that case is to use one of the specialised agent links. This will considerably improve the time it takes for the situation to be resolved.


Please have a look below to see when it is best to contact and always remember that for the majority of issues asking a question on the forum is much quicker.


Here is the list with all the links and a short explanation on when to use them:




Problems activating a SIM

Problems ordering a SIM

SIM hasn't arrived

Unlocking your phone

All services (calls, texts & data) not working

Calls & texts not working

Data not working

Slow data

Problems with picture messaging (MMS)

Problems with tethering

Problems with voicemail (in UK)

Call services settings & premium rate numbers

Blocking a number

Managing adult content

Calls & texts from UK to overseas numbers

Calls, texts & data while overseas

Problems with voicemail (while overseas)

Using a goodybag in the EU (RLAH)

Using a top-up voucher Credit/debit card or PayPal overcharging

Exchanging credit for a goodybag

Cancelling a goodybag or top up purchase

Cancelling a queued goodybag

goodybag allowances or credit balance incorrect

Buying a goodybag or credit

Setting up or changing recurring goodybags or auto top-up  Starting a new goodybag early Unable to get SMS from Bank

Obtaining a PAC

Transferring from giffgaff to another network

Transferring from another network to giffgaff

Service issues after transferring to giffgaff

Changing your number

Replacing your SIM

Replacement SIM not received

Activating a replacement SIM

Obtaining a PUK/PUK2 code

Swapping SIMs

Changing my payment details

Generating a VAT receipt

Requesting usage records

Receiving unwanted emails from us

Right to get copies of your data/ Subject Access Request (SAR)

Right to Data Portability

Right to get your Data corrected

Right to get your Data deleted (right to be forgotten) Right to object the use of your Data

Right to review automated decision making

Payback payout

Increasing the number of SIMs I can order

Missing SIMs

Payback points balance

Changing your payback method

Bonus credit / Super Recruiters

Obtaining proof of usage for a phone

Buying a phone

Place or remove an IMEI bar

Phone return

Phone repair

Phone delivery

Obtaining a proof of purchase for a phone

Seling a phone - placing an order

Selling a phone - sending your phone

Selling a phone - getting a revised quote

Selling a phone - payment related issues

All other issues related to selling a phone


Also, do not forget to check the agent messages here.




community manager in the Help&Support area
links Visit the community guidelines <Check the Knowledge base
Message 53 of 53
by: nerakb
on: 02/08/2014 | 17:01

Great post @essie112mm and very well presented.


You have covered one point that niggles me but another one is a member using "text" language,if you like,rather than taking the time to post the whole word.There may be members who aren't familiar with "text" language.

Please remember to mark a post "Best Answer" which appropriately answers your question/query.Please remember to also award kudos to posts you've found helpful/useful.

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Message 2 of 53
by: bigdaveuk
on: 02/08/2014 | 17:04
still should be put on top tips
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Message 3 of 53
by: allsaints
on: 02/08/2014 | 17:07

well presented mate

Message 4 of 53
by: essie112mm
on: 02/08/2014 | 17:09



There is a disclaimer at the bottom of the post explaining that hazel22 asked me to post the thread in Help and not anywhere else because it's going to be stickied on Help.

My @mentions are turned OFF
Message 5 of 53
by: natty88
on: 02/08/2014 | 17:12
Nice post an true to the point as well but we all no its been said millions of times but not all use it
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Message 6 of 53
by: carrow1
on: 02/08/2014 | 17:25
You could add to this if you don't know, don't guess & don't reply.
Message 7 of 53
by: sloz
on: 02/08/2014 | 17:33
Excellent guide @essie112mm very well done
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Message 8 of 53
by: tahmid_786
on: 02/08/2014 | 18:26
I liked that... Very useful indeed Smiley Wink
Please KUDOS me and choose this as 'BEST ANSWER' if this has helped. Thanks
Want a 1st class sim straight at your doorstep? PM (private message) me.
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Message 9 of 53
by: azeem2012
on: 02/08/2014 | 18:34
Great post, well written and contains good information. It's been very helpful.
Thank you. +1
Message 10 of 53