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Support:Overview

12 bytes removed, 19:35, 17 May 2007
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'''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
'''“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)
'''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
-Provide escalation path for unanswered questions
- 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:'''
-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
-*Support forums and live chat are communications channels for more complex questions not answered in knowledge base.
(See Firefox support flow chart)
Jtbatson
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Retrieved from "https://wiki.mozilla.org/Special:MobileDiff/57093"

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