I have recently experienced an issue with payment, and only after multiple emails I did understand what the issue was. I realize that there is limited staff, and therefore, it would be a good idea to offer customers themselves to volunteer in answering questions. I mean - answering questions instead of referring people to forums. Forums are great, but not all people have time to go through many pages and reading lengthy messages. They want straight answers to straight questions. Even if this question is discussed on the forum already. This will improve customer service. So, the way I see it - each customer should be asked "Would you like to be a part of our support team?" Then, create a page with multiple choices of subjects (keywords) that they are competent to answer. For example, since I already went through hardship with payment by prepaid credit cards and therefore have experience in it, I can easily answer a question like "My payment didn't go through even though I have funds". Or a question like "Is auto-payment better than voucher?" In addition, when I first became PM's customer, I did have hard time connecting my mobile data and researching for answer on this forum, spent like 2 hours on reading - I can provide a quick answer to the fellow customer who doesn't have time for this reading and who would get frustrated by it. Therefore, if I pick certain subject (keyword) on which I can provide an answer, and I'm available to answer within max. of 18-20 hours period (or more/less), system (or admin) can forward question to me, and once it's marked "resolved" I accumulate some points. Then, there can be given some small incentives, like rewards of $2 off plan, etc. This way, customer service will improve and it won't tremendously increase company's expenses. And trust me - people love helping other people and feel useful.
