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Categories: Updates

What’s up with SUMO – Q4 2023

Hi everybody,

The last part of our quarterly update in 2023 come early with this post. That means, we won’t get the data from December just yet (but we’ll make sure to update the post later). Lots of updates after the last quarter so let’s just dive in!

Welcome note and shout-outs from Q4

If you know anyone that we should feature here, please contact Kiki and we’ll make sure to add them in our next edition.

Community news

  • Kiki back from maternity leave and Sarto bid her farewell, all happened in this quarter.
  • We have a new contributor policy around the use of generative AI tools. This was one of the things that Sarto initiated back then so I’d like to give the credit to her. Please take some time to read and familiarize yourself with the policy.
  • Spanish contributors are pushing really hard to help localize the in-product and top articles for the Firefox Desktop. I’m so proud that at the moment, 57.65% of Firefox Desktop in-product articles have been translated & updated to Spanish (compared to 11.8% when we started) and 80% of top 50 articles are localized and updated to Spanish. Huge props to those who I mentioned in the shout-outs section above.
  • We’ve got new locale leaders for Catalan and Indonesian (as I mentioned above). Please join me to congratulate Handi S & Carlos Tomás for their new role!
  • The Customer Experience team is officially moved out from the Marketing org to the Strategy and Operations org led by Suba Vasudevan (more about that in our community meeting in Dec).
  • We’ve migrated Pocket support platform (used to be under Help Scout) to SUMO. That means, Pocket help articles are now available on Mozilla Support, and people looking for Pocket premium support can also ask a question through SUMO.
  • Firefox account is transitioned to Mozilla account in early November this year. Read this article to learn more about the background for this transition.
  • We did a SUMO sprint for the Review checker feature with the release of Firefox 119, even though we couldn’t find lots of chatter about it.
  • Please check out this thread to learn more about recent platform fixes and improvements (including the use of emoji! )
  • We’ve also updated and moved Kitsune documentation to GitHub page recently. Check out this thread to learn more.

Catch up

  • Watch the monthly community call if you haven’t. Learn more about what’s new in October, November, and December! Reminder: Don’t hesitate to join the call in person if you can. We try our best to provide a safe space for everyone to contribute. You’re more than welcome to lurk in the call if you don’t feel comfortable turning on your video or speaking up. If you feel shy to ask questions during the meeting, feel free to add your questions on the contributor forum in advance, or put them in our Matrix channel, so we can answer them during the meeting. First time joining the call? Check out this article to get to know how to join. 
  • If you’re an NDA’ed contributor, you can watch the recording of the Customer Experience weekly scrum meeting from AirMozilla to catch up with the latest product updates.
  • Consider subscribe to Firefox Daily Digest to get daily updates about Firefox from across different platforms.

Check out SUMO Engineering Board to see what the platform team is currently doing and submit a report through Bugzilla if you want to report a bug/request for improvement.

Community stats

KB

KB pageviews (*)

* KB pageviews number is a total of KB pageviews for /en-US/ only
Month Page views Vs previous month
Oct 2023 7,061,331 9.36%
Nov 2023 6,502,248 -7.92%
Dec 2023 TBD TBD

Top 5 KB contributors in the last 90 days: 

KB Localization

Top 10 locales based on total page views

Locale Oct 2023 

pageviews (*)

 Nov 2023 pageviews (*) Dec 2023 

pageviews (*)

 Localization progress (per Dec, 7)(**)
de 10.66% 10.97% TBD 93%
fr 7.10% 7.23% TBD 80%
zh-CN 6.84% 6.81% TBD 92%
es 5.59% 5.49% TBD 27%
ja 5.10% 4.72% TBD 33%
ru 3.67% 3.8% TBD 88%
pt-BR 3.30% 3.11% TBD 43%
It 2.52% 2.48% TBD 96%
zh-TW 2.42% 2.61% TBD 2%
pl 2.13% 2.11% TBD 83% 
* Locale pageviews is an overall pageviews from the given locale (KB and other pages)

** Localization progress is the percentage of localized article from all KB articles per locale

Top 5 localization contributors in the last 90 days: 

Forum Support

Forum stats

Month Total questions Answer rate within 72 hrs Solved rate within 72 hrs Forum helpfulness
Oct 2023 3,897 66.33% 10.01% 59.68%
Nov 2023 2,660 64.77% 9.81% 65.74%
Dec 2023 TBD TBD TBD TBD

Top 5 forum contributors in the last 90 days: 

Social Support

Channel Total tweets Total moderation by contributors Total reply by contributors Respond conversion rate
Oct 2023 311 209 132 63.16%
Nov 2023 245 137 87 63.50%
Dec 2023 TBD TBD TBD TBD

Top 5 Social Support contributors in the past 3 months: 

  1. Tim Maks 
  2. Wim Benes
  3. Daniel B
  4. Philipp T
  5. Pierre Mozinet

Play Store Support

Firefox for Android only

Channel Total reviews Total conv interacted by contributors Total conv replied by contributors
Oct 2023 6,334 45 18
Nov 2023 6,231 281 75
Dec 2023

Top 5 Play Store contributors in the past 3 months: 

Product updates

To catch up on product releases update, please watch the recording of the Customer Experience scrum meeting from AirMozilla. You can also subscribe to the AirMozilla folder by clickling on the Subscribe button at the top right corner of the page to get notifications each time we add a new recording.

Useful links: