How Live Chat fits into SUMO: Community participation
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 … Read more
Articles in “Live Chat”
Live Chat update!
It’s been busy for us in the last few months. Not only was Firefox 3 released, but the software we’ve been using for Live Chat is now open source! We’re … Read more
Firefox 3 is released later today — SUMO needs your help!
The SUMO contributors have all worked incredibly hard to make our user-to-user support experiences for our users positive. Today they will need our help in order to maintain the quality, … Read more
Live Chat meeting today!
Just a reminder that the Live Chat meeting is today at 12pm PDT/GMT -7 (3pm EDT/GMT -4). We’ll be discussing any special measures we want to take during release week … Read more
Live Chat meeting Friday
After having a few chances to speak together on the phone, our Live Chat contributors agreed it was something we should do more often. On that note, I’d like to … Read more
Suggestions and improvements for Live Chat
With SUMO, we make it a practice to regularly reevaluate what we’re doing well, and what we still need to improve on. We’ve made some changes to the Live Chat … Read more
Live Chat “trial” shift
This week and next week (April 16th to 25th) I’ll be leading a “trial” shift from 10am to 12pm PDT (19:00 to 21:00 CEST) to give our European community a … Read more
Live Chat Queue Timeout should be fixed!
For some time now, users have been redirected out of the queue if one of our helpers hasn’t accepted their chat after 4 minutes. Obviously this is a very short … Read more
Transcripts now available!
We’re happy to announce that the transcript feature for Live Chat is now enabled and working. When your chat is finished, the closing page will now include a field for … Read more