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I'd like to help out
I ended up on getsatisfaction.com by seeking support for Twitter and thought that this would be a great program for Mozilla to adopt and use but not surprising to me at all is the fact that Mozilla is already on top of it.
I was surprised to see that there are official Mozilla reps and employees here which I find to be very cool that ya'll (yes ya'll) are taking the time to hang out and help people directly.
I have a few questions that anyone is welcomed to answer.
Is this a program that you'd like to see more end users of Mozilla's products use as a help and support solution or is it just a cool side gig? I guess what I'd really like to know is would you like to see this service used as a replacement for current (and official) help and support solutions or in addition to them and why?
It wouldn't be too hard to get the word out that there's a new and/or additional help and support service for Mozilla's products.
I'd like to help out as much as I can but I'm obviously not an official Mozilla rep or employee. Would it be ok to use the "Add yourself as an employee of Mozilla" form and enter in that I'm a volunteer? If so, does that info need to be verified by one of you? If so, who do I send the bribe assets to?
(insert bribe requests here---->______)
Thanks
Ken
I was surprised to see that there are official Mozilla reps and employees here which I find to be very cool that ya'll (yes ya'll) are taking the time to hang out and help people directly.
I have a few questions that anyone is welcomed to answer.
Is this a program that you'd like to see more end users of Mozilla's products use as a help and support solution or is it just a cool side gig? I guess what I'd really like to know is would you like to see this service used as a replacement for current (and official) help and support solutions or in addition to them and why?
It wouldn't be too hard to get the word out that there's a new and/or additional help and support service for Mozilla's products.
I'd like to help out as much as I can but I'm obviously not an official Mozilla rep or employee. Would it be ok to use the "Add yourself as an employee of Mozilla" form and enter in that I'm a volunteer? If so, does that info need to be verified by one of you? If so, who do I send the bribe assets to?
(insert bribe requests here---->______)
Thanks
Ken
I’m psyched
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Inappropriate?Ken,
Hey, I remember you from Spread Firefox.
Let me address your points:
Is this a program that you'd like to see more end users of Mozilla's products use as a help and support solution or is it just a cool side gig?
This is a side gig. The official support of end users is done at SuMo. If you'd like to get into it deeply, they have their own forums and more importantly Live Chat service. You should check out #sumo on irc.mozilla.org, you know how to get there, right?
I guess what I'd really like to know is would you like to see this service used as a replacement for current (and official) help and support solutions or in addition to them and why?
Oh, well I just wasted my words above but I'll leave them there. This isn't a replacement, this is a sort of Proactive Support (mentioned in this mozilla.support.planning thread) for people who don't know about or don't like (I actually see a few of the second, surprisingly) the official support.
It wouldn't be too hard to get the word out that there's a new and/or additional help and support service for Mozilla's products.
That's what the proactive support thread is about. Check out how many people @firefox_answers helps on Twitter. In fact, I took one of the more difficult problems in and turned it into a thread here.
Ken, don't take this the wrong way, but some of your post seems to be saying "Why do you have support on sites that aren't support.mozilla.com?", is this correct? -
Inappropriate?Ken, don't take this the wrong way, but some of your post seems to be saying "Why do you have support on sites that aren't support.mozilla.com?", is this correct?
Absolutely not. I don't think that there can be too many support services for products whether they are official ones or not as long as the different venues all provide the same level of quality and also that they all are consistent and in sync with each other on the information that they distribute so that the solution to a problem that is offered on mozillaZine is the same that a person would get from SUMO and all sites should be referring from the same source such as a (single) knowledge base.
As much time as I spend promoting Firefox, I honestly believe that customer service is the key to customer retention.
Anyone can make a sale but keeping a customer is much tougher and it takes a good amount of patience and skills.
Well, actually a great amount of patience.
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Alright, just wanted to make sure. -
Inappropriate?Ken, you don't have to be an official rep to help here (just like on MoZine, as you mentioned). There's no way to be a volunteer rep, yet, but I've requested it and it's supposedly on their list. Feel free to subscribe to the RSS feed for this forum and help when you like :)
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Inappropriate?Speaking of RSS feeds, perhaps mozilla could set some up at both http://forums.mozillazine.org/viewfor... and
http://support.mozilla.com/tiki-view_... so those of us willing to help out can use our feed readers to see topics from all three forums?
I’m confident
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I know there's an RSS module for phpBB, so you should contact the mozillazine admins on that one. There probably won't be RSS feeds for the official support forum because it's not a TikiWiki feature and according to unnamed SuMo higher ups there is no better forum (only because it is a forum and a wiki in one software package).
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