Support/Kitsune/drivers

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Drivers of Kitsune development

This document outlines the drivers behind Kitsune development. These are the things we are ultimately trying to achieve with features on our roadmap.

Self Service Support

The goal of the self service support is to provide accurate answers to problems we already have an answer for (either in the KB or in the forums) to as many people as possible.

  • The primary use case of the self service support is to fix problems, the secondary use case is to educate users.
  • The priority for the self service is a) browsability and b) searchability in equal measures. Improving either will increase the overall helpfulness of the self service support.
  • Localization is an integral part of the self service support as it serves half of our userbase.

User to User Support

The primary goal of the user to user support is to help everyone who are unable to help themselves (e.g. because the solution for the problem does not exist, is too difficult to understand, or not possible to find). We fulfill the goal by:

  • a) Providing the best possible solutions in the shortest possible time
    • Currently our goal is to provide a first response within 72 hrs
    • We should provide a high-quality answer whenever possible. If a question is too vague, we ask for more specific info while offering generic troubleshooting steps.
  • b) Lowering barriers of posting a question by making the experience smooth and delightful.
  • c) Increasing the quality of user questions by encouraging users to provide as many details about the issue as possible.

We have to push a, b and c in balanced measures, because they all affect the volume of questions in the forum in opposing forces and need to be balanced to send the right message. We don't want to give the appearance of achieving 100% action rate before we've fully opened up the floodgates (b), so we need to make sure the forces are balanced.

User Advocacy

The secondary goal of the user to user support is to help us spot undocumented and trending issues. It is an overall goal for SUMO though, including the Self Service Support.

Community

The meta goal of community growth is realized by providing

  • the best possible tools for our contributors to achieve the goals,
  • a structure that allows us to onboard new contributors and service the existing community
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