Category Archives: Live Chat

Help 7 Million new Firefox 4 users now!

Posted on March 23, 2011 by Kadir Topal

Join us for today’s Support Firefox Day and help our new users have a great first experience with Firefox 4! Yesterday we released Firefox 4 to an excited world wide audience and got over 7 Million downloads in the first … Continue reading →

Posted in Announcements, Contributor News, Forums, Live Chat | 2 Comments

Adding flexibility to Live Chat operating hours

Posted on December 23, 2009 by Matthew Middleton

Live Chat allows Mozilla community members to connect in real-time to a Firefox user seeking help.  We currently set three to four hours per day, based on community input, during which both volunteers wanting to provide help and users with … Continue reading →

Posted in Live Chat, Uncategorized | 1 Comment

Help the Firefox team

Posted on November 19, 2009 by Cheng Wang

There are a few bugs that the Firefox team is asking for help with. If you’re experiencing any of these bugs or are helping users with these bugs on SUMO, they’d love to get in contact so we can get … Continue reading →

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Help make Launch Day a success!

Posted on June 29, 2009 by Matthew Middleton

The support.mozilla.com community is really excited for the release of Firefox 3.5 tomorrow (Tuesday). The quality of support in the hours following a launch is important to ensure a great upgrading experience and a successful release overall, so we’re organizing … Continue reading →

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Making the Live Chat experience even better

Posted on May 28, 2009 by Matthew Middleton

As the Live Chat community on SUMO (support.mozilla.com) continues to grow, we are working on ways to make the experience even better for Firefox users and for our community members. Live Chat allows us to chat directly with users of … Continue reading →

Posted in Live Chat | 6 Comments

SUMO — Part of Mozilla’s periscope

Posted on May 13, 2009 by David Tenser

I wanted to share a good example of how Firefox Support wasn’t just launched to fill the support need of our 270+ million Firefox users, but also to allow us to quickly discover new or emerging issues and escalate them … Continue reading →

Posted in General, Live Chat | Tagged , , | 1 Comment

Designing a Live Chat web client

Posted on March 27, 2009 by Matthew Middleton

Over the past few weeks we’ve been working to collect ideas and feedback for the SUMO Live Chat web client. Contributors currently use the open source Spark client to help in Live Chat, but we’re working on a web-based client … Continue reading →

Posted in Development, Live Chat | 2 Comments

A guide to troubleshooting frequent issues in Live Chat

Posted on December 2, 2008 by Matthew Middleton

Over the past few months, the support team has been working to identify top issues and pass this information along to the rest of the community. For Live Chat, we are now keeping weekly summaries on the Live Chat issue … Continue reading →

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How Live Chat fits into SUMO: Community participation

Posted on October 8, 2008 by Matthew Middleton

The Mozilla Support (SUMO) project is unique in the way it involves the broader Mozilla community to improve the user experience. The Live Chat component of SUMO, which I started leading last month, is no exception. As a compliment to … Continue reading →

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Live Chat update!

Posted on August 18, 2008 by Majken "Lucy" Connor

It’s been busy for us in the last few months.  Not only was Firefox 3 released, but the software we’ve been using for Live Chat is now open source! We’re looking forward to being able to dig in and help … Continue reading →

Posted in Contributor News, Development, Live Chat | Comments Off