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Support/StartPageOptimization (view source)
Revision as of 14:17, 20 February 2009
, 20 February 2009→SUMO
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If the user can't find the answer in the KB, we have two main user-to-user support options: forum and Live Chat. Because of our massive user base, in order for the U2U support to be successful, most people must be able to solve their problems by themselves using the KB, making it by far the most important piece of the website. | If the user can't find the answer in the KB, we have two main user-to-user support options: forum and Live Chat. Because of our massive user base, in order for the U2U support to be successful, most people must be able to solve their problems by themselves using the KB, making it by far the most important piece of the website. | ||
The way users are meant to flow through the website can be described as the "support funnel." | |||
[[Image:Sumo_support_funnel.png]] | [[Image:Sumo_support_funnel.png]] | ||
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# If neither the Knowledge Base nor the forum contains the answer, the forum or Live Chat should be available to the user. These two components should be viewed as fallbacks when the Knowledge Base fails to solve the user’s problem. Which of the two fallbacks is best for the user depends on the situation. The forum has the benefit that the posted question is public and can be read by many people, thus increasing the chance of getting answered, while Live Chat offers a direct communication with a Firefox expert, if the user is willing to wait for it. | # If neither the Knowledge Base nor the forum contains the answer, the forum or Live Chat should be available to the user. These two components should be viewed as fallbacks when the Knowledge Base fails to solve the user’s problem. Which of the two fallbacks is best for the user depends on the situation. The forum has the benefit that the posted question is public and can be read by many people, thus increasing the chance of getting answered, while Live Chat offers a direct communication with a Firefox expert, if the user is willing to wait for it. | ||
# Frequent or serious issues solved in the forum or Live Chat should be documented in the Knowledge Base, to ensure that the support quality and performance remain consistently high, and to allow us to get better data on which issues are the most commonly reported. | # Frequent or serious issues solved in the forum or Live Chat should be documented in the Knowledge Base, to ensure that the support quality and performance remain consistently high, and to allow us to get better data on which issues are the most commonly reported. | ||
==Two Start Pages== | ==Two Start Pages== | ||