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Support:Overview: Difference between revisions
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'''Why should we focus on Firefox support?''' | '''Why should we focus on Firefox support?''' | ||
Currently, there are approximately 1 million visits to en-us support site a month, so this is a very high leverage area | |||
- Current disparate and often confusing support offerings no longer meet the needs of the expanding Firefox user base | - Current disparate and often confusing support offerings no longer meet the needs of the expanding Firefox user base | ||
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'''“Supporting our Supporters”''' | '''“Supporting our Supporters”''' | ||
Identify and support our supporters the same way we do our developer community (t-shirts, resources (training and technical), “support” versions/components of dev days, Firefox Summit participation) | |||
Make support easier for volunteers (reduce duplication of posts, better support through tools and training) | Make support easier for volunteers (reduce duplication of posts, better support through tools and training) | ||
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'''Improve metrics for feedback loops for a better product''' | '''Improve metrics for feedback loops for a better product''' | ||
Good metrics on severity and frequency of problems will help us build better products | |||
- Feedback loop to Firefox developers and product team | - Feedback loop to Firefox developers and product team | ||
-Provide escalation path for unanswered questions | -Provide escalation path for unanswered questions | ||
- Don’t wait until the exit survey to figure out where our problems are | - Don’t wait until the exit survey to figure out where our problems are | ||
Good metrics around how helpful our support offerings are help us continually improve retention through better support | |||
''' How we think should address this:''' | ''' How we think should address this:''' | ||
-Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) | -Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) | ||
*Knowledge base and good search tools are the backbone of system | |||
- KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help | - KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help | ||
*Support forums and live chat are communications channels for more complex questions not answered in knowledge base. | |||
(See Firefox support flow chart) | (See Firefox support flow chart) | ||