Category Archives: Live Chat

Live Chat hours revised

Posted on February 16, 2008 by Majken "Lucy" Connor

As most of you already know, SUMO is volunteer driven, and Live Chat is no exception.  Because of this, we’ll be constantly revisiting our officially offered hours to make sure they are the most convenient for our helpers and that … Continue reading →

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Live Chat Helper Approvals – Take 2

Posted on January 30, 2008 by Majken "Lucy" Connor

I posted earlier about our system for doing Live Chat approvals. Unfortunately this fell apart for two reasons. First being, I’m the only one who can flip the switch on accounts. Second being, most new helpers were coming around after … Continue reading →

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Live Chat Helper Approvals

Posted on January 16, 2008 by David Tenser

For those of you not yet familiar with the new Live Chat software, we have it set that while everyone can sign up for an account to help, only people who have been approved can actually take questions from users. … Continue reading →

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Firefox Live Chat launching today

Posted on December 28, 2007 by David Tenser

Today we are officially opening our Live Chat support to users of Firefox. Users who can’t find their answer in the knowledge base or the forum can now get real time help troubleshooting their issues with more skilled Firefox users. … Continue reading →

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Thanks for your help

Posted on December 22, 2007 by David Tenser

Yesterday, we had our first test day for the upcoming Live Chat component of Firefox Support.  It was a wonderful success. Having so many people come out and stick around for the amount of time they did really let us … Continue reading →

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Test Firefox Support Live Chat Today!

Posted on December 21, 2007 by David Tenser

Today, December 21st, from 1 PM – 6 PM PST, we’d like as many people as possible to test both the software that helpers will use to interact with users, as well as the web interface that users will use … Continue reading →

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Coming up: Live Chat Test Day

Posted on December 19, 2007 by David Tenser

We’re getting close to opening the Live Chat portion of support.mozilla.com, and we’re very excited about that.  We’ve chosen a complete software solution that allows users to access one-on-one support through a web applet, but provides helpers with a full … Continue reading →

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