Localize SUMO with Verbatim!
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
Minutes of SUMO meeting 2008-12-22
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
You can now update the Knowledge Base for Firefox 3.1
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
SUMO 0.7.3
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
Minutes of SUMO meeting 2008-12-08
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
Not everyone wants to search
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
Minutes of SUMO meeting 2008-12-01
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
SUMO is getting better and better — SUMO 0.7.2
A couple of weeks ago, the Firefox Support web site was updated to SUMO 0.7.2, which includes a number of bug fixes and a couple of new features. You may … Read more
A guide to troubleshooting frequent issues in Live Chat
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 … Read more