The Year in SUMO
As most readers of this blog are already aware, Mozilla’s community-powered user support project SUMO was launched to address the need for an official and centralized support channel for Firefox … Read more
As most readers of this blog are already aware, Mozilla’s community-powered user support project SUMO was launched to address the need for an official and centralized support channel for Firefox … Read more
A couple of weeks ago, the bug fixes for SUMO 0.8 were pushed to support.mozilla.com. This update has quite a few goodies! New search engine Over the summer, student Alexandre … Read more
Thanks to a tremendous effort by Wil Clouser, it is now possible to localize the SUMO (support.mozilla.com) site UI using Verbatim. For those unfamiliar with Verbatim, it’s an online translator … Read more
Attendees: djst, cilias, zzxc Sumo Weekly metrics Lots of KB updates in part because of our friend Bo! Would be interesting to see how many locales are being edited per … Read more
In the Firefox Support Knowledge Base, we use a great feature called “SHOWFOR” that allows articles to display different content, depending on the users’ operating system and version of Firefox. … Read more
On Tuesday December 2nd, the bug fixes for SUMO 0.7.3 were applied to the Firefox Support web site. One new feature that should help us get a better handle on … Read more
Attendees: djst, cilias, zzxc, cww, lucy Sumo Weekly metrics Bounce rate on start pages consistently high. chofmann, djst, and jslater are working on improvements. Last week’s weekly support issues New … Read more
I’ve talked before about the so-called Support Funnel and how the Knowledge Base is the heart of SUMO, ensuring that people find solutions to the most common problems without necessarily … Read more
Attendees: djst, cilias, cww, zzxc Sumo Weekly metrics Not as much KB traffic as before — localization saturation? Number of contributing locales would be interesting to monitor. cww to test … Read more