SUCCESS STORIES / COMMUNITY >
GIFFGAFF
we made community click for millions.
Mobile networks connect devices, but great brands connect people. When giffgaff needed their online community to better reflect their distinctive personality, they partnered with us to create a digital space where 2.5 million members could engage, support each other, and help shape the brand’s future..
Working closely with giffgaff, we redesigned their entire online community platform to capture their unique, member-focused identity. Our custom Khoros design created a fully responsive community that works seamlessly on any device, with smart gamification that recognises helpful members.
The impact goes far beyond aesthetics. By replacing traditional stores and call centres with this vibrant online community, giffgaff dramatically reduced operational costs—operating at just a fraction of what their rivals spend. This innovative approach has fundamentally transformed their business model..
Members feel genuinely listened to and involved from day one, driving the highest customer satisfaction, NPS, and retention rates in the industry. The refreshed community has become not just a support forum but an ideas factory, with members generating hundreds of improvement suggestions monthly—covering everything from advertising to product design.
The result? A dynamic ecosystem where members actively shape giffgaff’s approach to mobile service, providing continuous innovation and future-proofing the business through direct customer engagement.
the community responds in under 90 seconds, on average.
