View Larger ImageVincent Boon 
By giffgaff
"giffgaff" is an old Scottish term that refers to the process of mutual giving -- a fitting name for a company whose passionate and knowledgeable users are not only the front line of customer support but also a driving force in the running of the company itself. In fact, for this UK-based mobile phone operator -- who's tag line is "The mobile network run by You" -- there are no huge call centers with agents, instead the expert "giffgaffers" rely on a growing user-generated pool of knowledge in the Lithium-powered community to get help fast and shape the company's service offerings. As a thank you, community members are rewarded with kudos, elevated reputation and Payback Points which can be applied against their monthly mobile services, taken as cash or donated to charity.
giffgaff's community is a driving force behind the success of the mobile provider -- the network really is powered by its members. Many people pay lip service to being run by members -- but what really sets giffgaff apart is the fact that it really has no call centre and all customer service (except for billing queries) is done by the online community.
Active community members get rewarded for running parts of the business including answering questions in the community, attracting new members or helping to promote the company.
This crowd-sourced material means giffgaff can keep its costs lower and pass the savings back to the members â everyone wins. How are these members contributing? Well so far, members have posted over 3,000 questions in the "help" forums up until July 2010, and the community has responded with over 21,000 answers. Remarkably, 100% of the questions in the help forums were answered by the community, with most questions answered inside 5 minutes and 95% of questions are answered within the hour in the "help" forum.
And check out the giffgaffers dedication -- the top ten users spent over 7 hours a day on average online during July this year. Truly a network that is community powered.
18th of August till present
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giffgaff is the best value mobile network I have been able to find. Only costing me £10 per month rather than the £35 I used to pay on O2. The support from the community is great, much better than any call centre I have ever used!
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Best Mobile Network Ever..! Cheap Calls, Brilliant Service, Great Site, And Its Brilliant That Everyone Can Get Involved In The GiffGaff Community..!
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I think Giff Gaff shows the world what is truly possible in terms of transforming your entire business if you use the Community wisely. Vincent = visionary!
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great network simple no hassel no sales teams no unwanted calles
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love this company, there amazing :)
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The cheapest network going for UK use and the most social way to earn money on the web too!
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Two very happy customers in this household of Giff-Gaff. They truly do think outside of the mobile box!
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It works! Having proved that this approach works, it's only a matter of time before others start to clone the giffgaff idea.
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This is how to do it. The giffgaff business was designed from the ground-up to be social. It's not just a channel tagged on because it's fashionable.
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I think giffgaff is a fantastic new innovation in the mobile phone market. The fact that it is not run by greedy corporates, but instead by the people who use it, it's a massive breath of fresh air.
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Reviewed August 23, 2010 by Judith
Vincent is a great community manager
Report Inappropriate Review