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Support:Overview: Difference between revisions
→'''Firefox Support Overview'''
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Currently, there are approximately 1 million visits to en-us support site a month, so this is a very high leverage area | 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 | <br>- Current disparate and often confusing support offerings no longer meet the needs of the expanding Firefox user base | ||
'''What problems are we trying to solve:''' | '''What problems are we trying to solve:''' | ||
<br>Simplify navigation to relevant and enhanced content<br> | |||
Simplify navigation to relevant and enhanced content | Support and expand the volunteer support community<br> | ||
Support and expand the volunteer support community | Make international support and scaling easier<br> | ||
Make international support and scaling easier | |||
Improve metrics and feedback loops for a better product | Improve metrics and feedback loops for a better product | ||
'''Simplify navigation to relevant and enhanced content''' | '''Simplify navigation to relevant and enhanced content''' | ||
Currently, Firefox support is spread across Mozilla.com, Mozilla.org, MozillaZine.org, in addition to many others. The way we present support options to users is verbose and overly confusing. | Currently, Firefox support is spread across Mozilla.com, Mozilla.org, MozillaZine.org, in addition to many others. The way we present support options to users is verbose and overly confusing.<br> | ||
-Currently, we have poor integration of “Help” (in product help) and “Support”(MozillaZine Knowledge Base) documentation | -Currently, we have poor integration of “Help” (in product help) and “Support”(MozillaZine Knowledge Base) documentation <br> | ||
-While there tends to be a good amount of content, it is not always easy to find or understand | -While there tends to be a good amount of content, it is not always easy to find or understand <br> | ||
-In addition, we need to organize, integrate and leverage new content like the over 500 YouTube videos, and 150,000 "Firefox tips" that have been produced and published across the web | -In addition, we need to organize, integrate and leverage new content like the over 500 YouTube videos, and 150,000 "Firefox tips" that have been produced and published across the web | ||
'''Support, expand and leverage the volunteer support community''' | '''Support, expand and leverage the volunteer support community''' | ||
Community is key: success of Firefox support depends on continued involvement of community of volunteers and engaging new ones | Community is key: success of Firefox support depends on continued involvement of community of volunteers and engaging new ones <br> | ||
We’ve engaged the support community from the start in the improvement planning process through: | We’ve engaged the support community from the start in the improvement planning process through: <br> | ||
- chofmann’s initial MozillaZine forum post | - chofmann’s initial MozillaZine forum post <br> | ||
- newsgroups/Google group (15 participants) | - newsgroups/Google group (15 participants) <br> | ||
- open forum sessions (5 call-ins and IRC chats) | - open forum sessions (5 call-ins and IRC chats) <br> | ||
'''“Supporting our Supporters”''' | '''“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) | 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) | Make support easier for volunteers (reduce duplication of posts, better support through tools and training) | ||
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'''Make international support and scaling easier''' | '''Make international support and scaling easier''' | ||
- Allow for support to scale with growth of Firefox--not crash servers during product launches | - Allow for support to scale with growth of Firefox--not crash servers during product launches<br> | ||
- As international market share grows, international users are finding it harder to find support (especially when they come to the Mozilla.com site—we don’t have anything) | - As international market share grows, international users are finding it harder to find support (especially when they come to the Mozilla.com site—we don’t have anything)<br> | ||
- Make localization easier—current scattered content makes localization more difficult | - Make localization easier—current scattered content makes localization more difficult | ||
'''Improve metrics for feedback loops for a better product''' | '''Improve metrics for feedback loops for a better product''' | ||
Good metrics on severity and frequency of problems will help us build better products | Good metrics on severity and frequency of problems will help us build better products<br> | ||
- Feedback loop to Firefox developers and product team | - Feedback loop to Firefox developers and product team <br> | ||
-Provide escalation path for unanswered questions | -Provide escalation path for unanswered questions <br> | ||
- Don’t wait until the exit survey to figure out where our problems are | - 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 | Good metrics around how helpful our support offerings are help us continually improve retention through better support | ||
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''' How we think should address this:''' | ''' How we think should address this:''' | ||
-Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) [[Firefox_Support_Work_Flow.png]] | -Develop an integrated community based support platform on mozilla.com (that includes “Firefox Help”) [[Firefox_Support_Work_Flow.png]]<br> | ||
Knowledge base and good search tools are the backbone of system | Knowledge base and good search tools are the backbone of system <br> | ||
- KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help | - KB content is main hub of “how to” and “troubleshooting” content and is first point of reference for users seeking help <br> | ||
Support forums and live chat are communications channels for more complex questions not answered in knowledge base. | Support forums and live chat are communications channels for more complex questions not answered in knowledge base. | ||
International: Short term provide "directory" of community generated support sites | International: Short term provide "directory" of community generated support sites | ||
Appoint/hire Firefox support coordinator | Appoint/hire Firefox support coordinator<br> | ||
Responsible for day to day operations of infrastructure<br> | |||
Responsible for day to day operations of infrastructure | Organize and coordinate efforts of the support community, monitoring program health through metrics<br> | ||
Organize and coordinate efforts of the support community, monitoring program health through metrics | |||
Position could sit within the retention team of marketing | Position could sit within the retention team of marketing | ||
'''Some initial indicators of success''' | '''Some initial indicators of success''' | ||
- Reduce # of webmaster emails, phone calls, bugzilla, hendrix and letters | - Reduce # of webmaster emails, phone calls, bugzilla, hendrix and letters<br> | ||
- Forum volume decreases only to questions not in kb | - Forum volume decreases only to questions not in kb<br> | ||
- # of community members involved increases | - # of community members involved increases<br> | ||
- Signal to noise ratio in bugzilla continues to go up | - Signal to noise ratio in bugzilla continues to go up<br> | ||
- Retention rates should increase | - Retention rates should increase | ||
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'''Other Documents''' | '''Other Documents''' | ||
[[Support:PRD]] Product Requirements Doc (Draft) | [[Support:PRD]] Product Requirements Doc (Draft)<br> | ||
[ | [http://wiki.mozilla.org/images/8/8d/Firefox_Support_Work_Flow.png Firefox Support Work Flow]<br> | ||
[http://wiki.mozilla.org/images/9/98/Firefox-Support-Mock-Homepa.png Firefox Support Home Page Mock-up (Draft)] | [http://wiki.mozilla.org/images/9/98/Firefox-Support-Mock-Homepa.png Firefox Support Home Page Mock-up (Draft)] | ||