Online Chat (Web)
I find that most people have problems, and that they wished that the support was faster.
How about, starting a online web chat? The staff doesn't have to be online, at all time. However, users can leave a message, and see the expected waiting time.
Bitgold had a phone number where you could call support. Since Goldmoney want everything to be web based, why not consider a online chat support?
Just a thing that popped into my head, if you don't like it it's fine.