One-day sprint to write crash articles for the knowledge base
One of the most frustrating thing for users is to have Firefox crash on them. As we’ve discussed before, we’ve been writing a series of articles to document the top … Read more
Articles from August, 2009
Minutes of SUMO meeting 2009-08-24
Sumo Weekly metrics “cookies” is the most popular search term http://support.mozilla.com/kb/Websites+say+cookies+are+blocked On that article, for the question “Did this article solve a problem you had with Firefox?”, 111 people votes … Read more
Minutes of SUMO meeting 2009-08-17
Sumo Weekly metrics CSAT increase is due to Private Browsing article which is very popular and consistently gets a >90% satisfaction score Has the CSAT increased overall if Private Browsing … Read more
Helping users with the top crashes
Helping users troubleshoot crashes has always been a hard thing to document in the knowledge base. We try to help the user better define the circumstances of their crash, then … Read more
Connecting non-English contributors to their local communities
Since the SUMO project was created, we have been in regular contact with non-English Mozilla communities to unify our support efforts. User support is one of the easiest ways to … Read more
Coming soon: a brand new support forum interface
Thousands of questions are asked on the support forum each week, making it one of our primary ways to help Firefox users around the world. For contributors, we can significantly … Read more
Minutes of SUMO meeting 2009-08-10
Sumo Weekly metrics Why is “Cookies” a very popular search term? Some sites will tell users to enable cookies. “Enable cookies” is the next most popular search term containing the … Read more