• Mozilla Community & Customer Service

    May 2nd, 2007 by seth bindernagel with 6 comments »

    If you’ve seen Asa’s blog post or read Sam Sidler’s post, then you are probably well up-to-speed about JT and Sam’s customer service initiatives. But, to recap, here is what Sam and JT are pushing forward:

    Starting next Tuesday (May 8), 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.

    Because my friends and family know that I work for Mozilla, they assume I know everything about “The Internets“. I’ll occasionally install new features on friends’ versions of Firefox or help set preferences to make sure they are optimizing their experience. Can’t wait to learn more so I can become a viral customer service junkie…

    Thanks Sam and JT. This should rock!