Comments on: The vision for SUMO – Part 4: Having our finger on the pulse http://blog.mozilla.com/sumo/2008/09/10/the-vision-for-sumo-4/ The support.mozilla.org (SUMO) project Tue, 07 Feb 2012 08:20:15 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Andrews http://blog.mozilla.com/sumo/2008/09/10/the-vision-for-sumo-4/comment-page-1/#comment-13839 Andrews Fri, 19 Dec 2008 13:31:16 +0000 http://blog.mozilla.com/sumo/?p=194#comment-13839 Another alternative to proactive online chat - offering assistance tool available on the net is mvispy.com I have been using the service for past few months and it has worked out well for me. I have been able to do live user tracking. This is an excerpt from their website. If you see a visitor moving rapidly from page to page, a proactive live chat asking "Do You Need Assistance" is an appropriate question to any visitor on your site that seems lost. MVI SPY enables you to do just that from your office computer. You can watch live visitors actions on your site and if they look lost you can send them a 'can we help?' message. The message could be canned or unique to each visitor. If you see a visitor pausing on the checkout process you can ask if they would like assistance. Overall, being proactive with your visitors will increase close ratio. Another alternative to proactive online chat – offering assistance tool available on the net is mvispy.com I have been using the service for past few months and it has worked out well for me. I have been able to do live user tracking. This is an excerpt from their website.

If you see a visitor moving rapidly from page to page, a proactive live chat asking “Do You Need Assistance” is an appropriate question to any visitor on your site that seems lost. MVI SPY enables you to do just that from your office computer. You can watch live visitors actions on your site and if they look lost you can send them a ‘can we help?’ message. The message could be canned or unique to each visitor. If you see a visitor pausing on the checkout process you can ask if they would like assistance. Overall, being proactive with your visitors will increase close ratio.

]]> By: PAStheLoD http://blog.mozilla.com/sumo/2008/09/10/the-vision-for-sumo-4/comment-page-1/#comment-7947 PAStheLoD Fri, 12 Sep 2008 20:52:01 +0000 http://blog.mozilla.com/sumo/?p=194#comment-7947 The problem I see with software in general nowadays is tha lack of "fast response". A problem arises, that's T-0. Somehow the "devs" get to know about it, usually 1-2 days. Eventually it'll get fixed, or a workaround will get posted in a forum and it'll just get up high enough in google, so average users will found it. (1-2 weeks) But the poor end user is left in the dark for a long time. (Months if we're lucky.) They won't search bugzilla for it, they don't know what went wrong, what to put into the search query, they're not on IRC, they don't read Planet Mozilla (even if they do, they certainly aren't reading all of the posts). They just notice, that "oh, Firefox N+1 does X thing right, that was broken in version N." Or they don't, because they get frustrated with "technology" and just .. watch TV or whatever. The problem I see with software in general nowadays is tha lack of “fast response”.

A problem arises, that’s T-0.
Somehow the “devs” get to know about it, usually 1-2 days.
Eventually it’ll get fixed, or a workaround will get posted in a forum and it’ll just get up high enough in google, so average users will found it. (1-2 weeks)
But the poor end user is left in the dark for a long time. (Months if we’re lucky.)

They won’t search bugzilla for it, they don’t know what went wrong, what to put into the search query, they’re not on IRC, they don’t read Planet Mozilla (even if they do, they certainly aren’t reading all of the posts). They just notice, that “oh, Firefox N+1 does X thing right, that was broken in version N.”

Or they don’t, because they get frustrated with “technology” and just .. watch TV or whatever.

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