UserAssurance

Topic: User Assurance

Who I am: Andrew (feer56)

Description of topic:

Many users come to the forum with issues and most likely frustrated. Sometimes the user doesn't say it but we can see that they have been through a lot and doesn't want any spam, any rudeness, etc. I believe that we should have a group of people going around reassuring users that we are here for them, that we have the ability to resolve their issue. With that being said, contributors answering questions may want to give a "Hello UserID, Welcome to the support forum for Firefox. Please be rest assured that our team of contributors will be assisting with you to get your issue resolved as quickly as possible." and then the answer "ANSWER HERE" and close with "Thank you and I hope this helps you with your issue". The strings can be changed up so that every user get's something different and if another user asked a similar question and they are looking at something similar, they can understand that we are there for them and that each user is taken care of properly instead of the same string. This all may seem unnecessary but this in my opinion is providing great customer service and that users will keep coming back for their issue and most likely continue it's trust in Firefox.

Actions: A group of contributors, staff, etc.. going around, notifying contributors about customer service. Also a group of people that cares about users to go around posting under resolved threads thanking users that have reported back, users that are still in the process being helped will get a quick 1-2 sentence assuring them that their issue will be looked at soon by contributors who may know an answer to their issue. Feedback on this from the team about this idea is always appreciated.

Thanks!

Andrew (feer56)