Author Archives: Matthew Middleton

Live Chat at the Summit Science Fair

Posted on July 30, 2010 by Matthew Middleton

I hosted a presentation about realtime support at the awesome Mozilla Summit in Whistler. Live Chat tends to be one of the most popular areas that new support community members assist with, so it’s a great place to actively work … Continue reading →

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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

Connecting with hundreds of Firefox users each week

Posted on October 21, 2009 by Matthew Middleton

Since Live Chat started, over 1000 people have helped us in at least one chat, and over 200 have been regular helpers. We have answered almost 50,000 total chats (between 600 and 1000 each week), with 10 to 20 people … Continue reading →

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Live Chat on Firefox 3.5 Launch Day

Posted on July 20, 2009 by Matthew Middleton

During the Firefox 3.5 launch, the Mozilla Support community opened Live Chat extra hours to help people experiencing problems after the release. In all, we were able to answer over 1000 users with over 40 community members involved. Chatting with … 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

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

One year of Live Chat

Posted on January 22, 2009 by Matthew Middleton

This month marks the one year anniversary of the launch of Live Chat as part of the SUMO project. During our first year, over 20,000 chat requests were answered by over 200 community members, ranging from new Firefox users to … Continue reading →

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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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