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Support:ImprovingSupportOptions: Difference between revisions
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Revision as of 22:57, 27 December 2006
, 27 December 2006→Webmaster problems and solutions
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http://forums.mozillazine.org/viewtopic.php?t=494282 | http://forums.mozillazine.org/viewtopic.php?t=494282 | ||
Lets summarize and roll up ideas for how to improve and integrate all the various support channels | Lets summarize and roll up ideas for how to improve and integrate all the various support channels and possible new ways to provide help to users on this page, and use it as the central place for building a plan for support improvements. | ||
First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement. | First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement. | ||
The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience. If we were looking for a metric of success it would be that the ratio of download & installs is very close to 100% of the active userbase, and the user base has the highest satisfaction levels possible. | The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience. If we were looking for a metric of success it would be that the ratio of download & installs is very close to 100% of the active userbase, and the user base has the highest satisfaction levels possible. | ||
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== Catalog of the places where Firefox users report problems & try to get help == | == Catalog of the places where Firefox users report problems & try to get help == | ||
Real-time: | Various Portals to Support Options | ||
* http://www.mozilla.com/en-US/support/ | |||
* http://www.mozilla.org/support/firefox/ | |||
* http://www.mozilla.org/support/ | |||
Real-time Options: | |||
Online: | Online: | ||
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* Mozillazine Forum http://forums.mozillazine.org/viewforum.php?f=38 | * Mozillazine Forum http://forums.mozillazine.org/viewforum.php?f=38 | ||
* Newsgroup news://news.mozilla.org/mozilla.support.firefox | |||
* Google Group http://groups.google.com/group/mozilla.support.firefox | |||
* Mailing list https://lists.mozilla.org/listinfo/support-firefox | |||
* Yahoo! Answers - http://answers.yahoo.com/question/index?qid=20061121211141AAYxPhp | * Yahoo! Answers - http://answers.yahoo.com/question/index?qid=20061121211141AAYxPhp | ||
* others? | |||
places that we don't want support traffic going. | |||
* bugzilla https://bugzilla.mozilla.org | * bugzilla https://bugzilla.mozilla.org | ||
* | * security@mozilla.org | ||
* webmaster@mozilla.com/org (currently the last, or sometimes first, resort if all the options above are too confusing) | |||
Documented Help/Support Baselines: | Documented Help/Support Baselines: | ||
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* Reporter http://reporter.mozilla.org | * Reporter http://reporter.mozilla.org | ||
* Henrdrix http://hendrix.mozilla.org | * Henrdrix http://hendrix.mozilla.org | ||
== IRC #firefox and real-time support channel problems and solutions == | == IRC #firefox and real-time support channel problems and solutions == | ||
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* Need better search on the knowledge base. | * Need better search on the knowledge base. | ||
* | * Making knowledge base page hit data available and integrating that data into decisions about: | ||
** how to present support information, | |||
** reducing click paths to most needed information | |||
** elevating problems that need to be fixed based on volume | |||
are all keys to improving the support services and the product. How can we make this happen? Something like talkback's top crash report ( http://talkback-public.mozilla.org/reports/firefox/FF20/index.html) ought to be available for support problems or freqently visited knowledge base pages, and should be the topic of frequent ordered discussions about what needs to be done to get top items off that list. | |||
* The KB does have good ownership and arbitration. There are two people who look after it constantly, and one or two others who also take part. These people are knowledgeable and write well. The discussion pages work well in most cases. It appears that better discussion/ownership/arbitration process might be needed in a few cases when disputes occur among the contributors and editors of kb articles. A full-time contributor for this area is one possible suggestion. [compiled from MozillaVanilla, Lucy, chofmann viewpoints] | |||
* Some interesting discussion also surfaced around the idea that users may need to go down multple paths of a tree to find the answer that best serves them. Tools to help build the tree, graphically summarize and show the various paths, and methods to calculate and display the probability of fixing a specfic problem would be an interesting project. Probabilities might be base on user ranking of tree forks, or click paths taken. | |||
== Bugzilla & Reporting System problems and solutions == | == Bugzilla & Reporting System problems and solutions == | ||
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== Webmaster problems and solutions == | == Webmaster problems and solutions == | ||
Still gets a lot of support questions and traffic. | Still gets a lot of support questions and traffic. In Dec./Nov. 2006 the daily volume is somewhere between 15-30 messages per day. | ||
An auto-responder has been set up to redirect most of these inquires to better channels, but continued monitoring is still needed to make sure useful reports make it to the right hands for investigating security, privacy, infrastructure, and product problems. | |||
A goal for the overall support improvement project would be to get to zero/zarro webmaster support inquiries. How can we get there? Right now the numbers are headed in the wrong direction. | |||
== Additional Ideas == | |||
This page on google has good ideas about how we might sort out issues and get them into the right hands quicker.. | |||
http://www.google.com/support/bin/request.py?ctx=answer | |||
right now legal, privacy, and unanswered support and help requests all fall into the webmaster bin making them difficult to pick out and deal with. Revised for Mozilla/Firefox the page might look like | |||
I'd like to... | |||
Report a problem | |||
Problems personalizing your Firefox Browser | |||
General problems using Firefox | |||
Malicious addons or modifications to Firefox that displays weird toolbars, popups, home page hijacking, or redirects to strange sites | |||
Inappropriate or irrelevant search results (could redirect to google.. we actually get some of these reported to webmaster) | |||
Report a legal matter | |||
Learn how to… (e.g. delete my search history) | |||
Personalize my homepage | |||
Search for something specific | |||
Delete my search history | |||
Other | |||
Other | |||
Suggest a new feature | |||
Request assistance for your website / Googlebot | |||
Send praise | |||
None of the above | |||
I don't want a response, I'd just like to say... | |||
[[Category:Firefox]] | [[Category:Firefox]] | ||