Have you ever triaged a bug that was really just a support request? Or browsed the mozilla.feedback newsgroup and seen the numerous cries for help? Or how about taken a day or two and just watched the confused users line up in the mozillaZine forums or the support newsgroups?
There are so many avenues for users to try and get support from that it can be confusing (not all of them are listed here or above). One of the things we’re looking at for the future is improving our customer support options. Last November, Chris Hofmann posted to the mozillaZine forums about expanding our support options as Firefox continues to grow. It’s something that’s been on our minds a lot lately and it’s finally time to take action.
Starting next Tuesday, we’ll be holding twice weekly meetings to discuss the future of customer support. These meetings are to discuss implementing some very specific things that are no-brainers in the realm of customer support.
- Tuesday, May 8, 2007 at 10am PDT – End-user knowledge base
- Thursday, May 10, 2007 at 2pm PDT – End-user forums
- Tuesday, May 15, 2007 at 10am PDT – One-to-one / multiuser chat
- Thursday, May 17, 2007 at 2pm PDT – How MoCo’s approaching this problem
- Tuesday, May 22, 2007 at 10am PDT – Recap and discussion of any other issues ideas
These meetings are open to anyone and everyone. If you or someone you know are currently providing any level of customer support, we want you there. Anyone who participates in any avenue of support is more than invited. That includes the mozillaZine forums and knowledge base, Mozilla’s bugzilla, the support newsgroups, any mailing lists, IRC, anyone working with Hendrix, anyone who works on the in-app help documentation, etc etc etc.
We’ve created a newsgroup (Google Group) / mailing list (which you can subscribe to) where we’ll be detailing ideas and plans for customer support options. Feel free to join in.
I’ll be posting to the newsgroup with more details as the meetings get closer including the appropriate call-in number. As always, we want to see you there to help us further our end-user support and provide the best possible experience for Firefox.
Thanks, and we’ll see you there!
While I would very much like to participate, having the meetings in the morning or the afternoon of weekdays make this impossible because of my day job. I suspect many/most other support providers are in the same situation.
np, we’ll of course post notes from the meetings in the newsgroups and will welcome any and all comments from them. I’m sure they’ll be wikified as well. Even if you can’t make it to the meeting, we definitely want your input and you’ll have the opportunity to give it.