Monthly Archives: September 2009

Minutes of SUMO meeting 2009-09-21

Posted on September 21, 2009 by Chris Ilias

Sumo Weekly metrics Start page bounce rate theory from last week: large increase in referrers from Firefox whatsnew pages. CSAT score on Forum and live chat went up. Not sure why. Top articles block was updated last week, to reflect … Continue reading →

Posted in Meetings | 1 Comment

Using SUMO to help understand our users

Posted on September 16, 2009 by Cheng Wang

Support is one of the top and most discoverable ways that Firefox users can give feedback about their experiences with Firefox. While the primary focus of Firefox Support will always be make sure users have the best possible experience with … Continue reading →

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What are the most frequently asked questions?

Posted on September 16, 2009 by Chris Ilias

The primary method of navigating the Firefox Support website is through search. For all the documentation we have on the website, it isn’t worth much if users cannot find what they are looking for. Earlier this year, we switched to … Continue reading →

Posted in Contributor News | 1 Comment

Minutes of SUMO meeting 2009-09-14

Posted on September 14, 2009 by David Tenser

Sumo Weekly metrics Massive increase in number of new SUMO accounts. Don’t know why yet. Let’s see if it’s the same next week. Two new graphs: en-US KB CSAT and Helpful % Our Helpful % is steadily going up, but the CSAT … Continue reading →

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SUMO 1.3 – Productization and more

Posted on September 14, 2009 by Chris Ilias

Last Thursday, the bug fixes for SUMO 1.3 were pushed to support.mozilla.com. The big focus was on productization, and we also managed to add some other great changes. So what is productization? From the beginning of the project, the plan … Continue reading →

Posted in Contributor News, Development | 1 Comment

Knowledge base sprint followup

Posted on September 10, 2009 by Cheng Wang

This past Thursday, we had a knowledge base sprint to write articles for the top Firefox crashes. It was a resounding success with 20 articles written on the day, covering the most common crashes experienced by Firefox users. Not only … Continue reading →

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Minutes of SUMO meeting 2009-08-31

Posted on September 2, 2009 by David Tenser

Sumo Weekly metrics Lots of activity in the German locale High traffic in the forum due to the major update We should look at search stats for crash signatures. Crash article is rated low in understandability. We should reorganize it … Continue reading →

Posted in Meetings | 1 Comment