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 top questions.
- Last week’s weekly support issues
- No new issues this week.
- Something to look out for: 2 new pieces of malware. 1 causes Firefox to crash. 1 tries to steal data entered when you log into a bank site.
Knowledge Base
- New articles: Crash when closing a Gmail tab, Bookmark folders
- Contacted metrics team about what changes make the greatest impact to CSAT score. We may have a phone meeting this week. (Haven’t got to details yet.) [1]
- Article for Facebook issues? [2]
- What would we say? Clear you cache and cookies? Is that it? One Firewall is known to block a facebook script. If you see any more, post in the Contributors forums thread.
- One article for crashes caused by malware?
- If we have a more specific answer for any certain crash, in that case we can give it a separate article.
- It would also be good to add a section to the Firefox crashes article, that says the most common cause of crashes is third party software (extensions, plugins, malware).
- Might be a good idea to write a blog post helping contributors learn how to analyze crash stats.
Forum
- User traffic in the Contributors forum could be coming from Google.[3] -cilias
- After we switch to having pretty URLs for forum links, we can make robots.txt tell search engines to ignore the contributors forum.
Live Chat
- Most common chat tags, no major changes in the past two months. (Crashes/hanging is still the most common problem)
Roundtable
Mehrdad
wrote on