SUMO Desktop & Cross Product Support Team 2013 Goals

Cross Products

Create truly delightful support experiences for all of our products that go above and beyond user expectations

Ensure that users with problems know that SUMO exists (# Visitors, Quarterly Survey)

• Figure out why people don't find SUMO
• SEO programs
• Social Media Outreach
• First run experiences integration.
• PR - get us present on the main Mozilla blog
• Mobile apps in app stores or on home screen
• Include Facebook Likes, Google+ +1s and Tweets to increase promotion.

User Education (Reduce cost of support, NPS)

• Partner with User Engagement to define and execute on a user-focused, two-way Social Media strategy
• Partner with Product, UX, Web Productions, Product Marketing, Creative to integrate education and support into our products (desktop, android, firefox os, persona, marketplace)
• Partner with Mobile Support to create mobile help and learning apps for Android and Firefox OS
• Partner with PR, Product Marketing and User Engagement to incorporate user education into our marketing story.
• Firefox Clinics - work with UR, UX, UE (and any or all teams) + local reps to run Firefox Clinics - we can help people, educate them, learn about our users and build community all at once. this would change the focus of clinics a bit, more into "marketing"

Increase the localization coverage (Reach xx% of our visitors in their own language)

• To work on a cohesive strategy for 2013.
• Firefox Clinics to create Localization Sprints.

Make SUMO the primary entry-level community for Mozillians

Ensure lowest possible barriers of entry (# New Regular Contributors - Level 1 contributors)

• Redefine and optimize entry channels
• Buddy program

Enable community members to grow and join other projects (# "graduated" contributors)

• Create a system of internal connections with different teams
• Create a badges program

Grow our support community & team to ensure no person is irreplaceable

• Number of community members and local community leaders
• Number of SUMO mentors/buddies

Have fun and make sure our community has fun too

• Create a fun indicator :)

Desktop

Increase retention and user loyalty

Improve Forum performance (100% Resolution rate and 24h SLA)

• Create an escalation system for difficult questions
• Make the support forum more engaging

Continuous improvement of English content

• Increase the overall satisfied user (based on the exit survey) up to XX%
• Evaluate misleading articles (remove them if they are too confusing)
• Explore different formats of articles.
• DocSprints
• Maximize the amount of content.

General Tactics

Increase the capabilities of the team

Establish Awesome metrics & KPIs

Have Awesome tools to measure metrics/KPIs, monitor & reward contributions

Significantly increase internal visibility and perceived relevance of SUMO within MoCo

• Rebrand SUMO to support the shift from Support Guys to also include the "Voice of the User" (i.e. new logo, new creative materials, etc)

We have an awesome platform - let's promote it

Adopt industry best practises (training, conferences, etc)

• Set up a calendar

Cross Product Platform

Android

Develop mobile support web app with built-in social support

Create excellent mobile self-service and community-powered support forums

Expand our support offerings to include third-party Apps developers

Support Android Aurora launch and Firefox OS Marketplace requirements.

Transition ownership to Mobile team.