Support/Weekly Meetings/Minutes 2010-03-01

Sumo

• Weekly metrics
  • Forum traffic went down last week
  • Increased number of people searching for "firefox won't start" (and similar queries). Up from ca 750 to 1500 last week
    • Caused by 548945? Cww to investigate.
    • Need clearer process of when/how to escalate to QA. Kadir to start initial discussion with QA.
• Last week's weekly support issues
  • Google Docs will no longer be supported in Firefox 3.0.x, but Mozilla is still supporting it. We may need a KB article about it, but need more info first; investigating

Knowledge Base

• New article: Menu bar is missing
• Need review: Personas disappear from the Add-ons window
• AB tests to change start page and use bounce rate for method of measurement.
  • Any suggestions on the changed article titles in the first test? (djst sent some suggestions over IM)

Forum

• Cww to gather more data about how users actually interact in the forum
  • Follow-up: the majority of the solved threads are solved with one response from a contributor (which is great!)
  • This does however make proposed forum redesign a bit questionable, since it's trying to solve a problem that for the most part doesn't exist. Team to follow up and discuss together with support community.
• Also should have a separate meeting about how to prioritize the community building features

Live Chat

• We had a meeting last week to discuss Live Chat and prioritize ideas for growing and improving the community.
  • zzxc working on a blog post with the highlights of the meetings. (Draft EOD today)
• zzxc tested the proposed fix for 548332 last week, which seems to have reduced the number of chats ended early.
  • Since we're now confident that the upgrade works, zzxc be writing build instructions for Windows and Mac OS this week so that we can test this fix with more people.