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Support/Kitsune/Roadmap2012: Difference between revisions
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→Kitsune strategy 2012
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The SUMO Goals for 2012 are: retaining users, improving products, and growing the community as a meta goal. Specifically we want to maximize self service efficiency, reach a 100% action rate in the user-to-user support, and be able to analyze our data to back up our product improvement suggestions. | The SUMO Goals for 2012 are: retaining users, improving products, and growing the community as a meta goal. Specifically we want to maximize self service efficiency, reach a 100% action rate in the user-to-user support, and be able to analyze our data to back up our product improvement suggestions. | ||
The development model for user-to-user support is geared towards letting us reach a 100% action rate, then to increase the rate of solved threads, and finally to allow us to let more people into the forums while sustaining that rate. The self help service is mainly geared towards improving the navigational sets of the KB to drive more people to the correct article. We are going to measurably improve the rate of people who can find an article browsing the page. The search based development is geared towards maximizing the click through rate of search results, by enriching the results beyond the simple KB/Forum post results. | The development model for user-to-user support is geared towards letting us reach a 100% action rate, then to increase the rate of solved threads/helpful votes, and finally to allow us to let more people into the forums while sustaining that rate. The self help service is mainly geared towards improving the navigational sets of the KB to drive more people to the correct article. We are going to measurably improve the rate of people who can find an article browsing the page. The search based development is geared towards maximizing the click through rate of search results, by enriching the results beyond the simple KB/Forum post results. | ||
The priorities of the tasks below are based on a balance between UX resources, development resources and actual priorities | The priorities of the tasks below are based on a balance between UX resources, development resources and actual priorities | ||