For me, we absolutely need to have the newbie asking. We can have a more official and integrated program if you want, but they have to ask. I don't want to spam someone to help him. In big countries, there is a lot of newcomers each week. They want help ? No problem. They don't want ? No problem too.
It's not spam, it's just offer help. It happens in a lot of games were it's normal the game sends you messages about news, new functions, special offers etc.
I'm pretty sure the spanish help forum has a low traffic.
I often see managers leaving the game that before leaving they say they didn't know how to advance in the game.
The system would have the purpose to try to help the managers with the aim they don't end leaving the game. If that works, at the end there are more chances the game attracts more supporters