Support/Weekly Meetings/Minutes 2009-09-21

Sumo

• Weekly metrics
  • Start page bounce rate theory from last week: large increase in referrers from Firefox whatsnew pages.
  • CSAT score on Forum and live chat went up. Not sure why.
  • Top articles block was updated last week, to reflect top questions.
• Last week's weekly support issues
  • No new issues this week.
  • Something to look out for: 2 new pieces of malware. 1 causes Firefox to crash. 1 tries to steal data entered when you log into a bank site.

Knowledge Base

• New articles: Crash when closing a Gmail tab, Bookmark folders
• Contacted metrics team about what changes make the greatest impact to CSAT score. We may have a phone meeting this week. (Haven't got to details yet.) [1]
• Article for Facebook issues? [2]
  • What would we say? Clear you cache and cookies? Is that it? One Firewall is known to block a facebook script. If you see any more, post in the Contributors forums thread.
• One article for crashes caused by malware?
  • If we have a more specific answer for any certain crash, in that case we can give it a separate article.
  • It would also be good to add a section to the Firefox crashes article, that says the most common cause of crashes is third party software (extensions, plugins, malware).
  • Might be a good idea to write a blog post helping contributors learn how to analyze crash stats.

Forum

• User traffic in the Contributors forum could be coming from Google.[3] -cilias
  • After we switch to having pretty URLs for forum links, we can make robots.txt tell search engines to ignore the contributors forum.

Live Chat

• Most common chat tags, no major changes in the past two months. (Crashes/hanging is still the most common problem)

Roundtable