[Marketing-Public]Mozilla vs Opera
James H. Russell
marketing-public at mozilla.org
Mon, 22 Mar 2004 21:50:54 -0500
The fee is a bit ludicrous. If you want people to use your product, you
hire at least a couple phone reps to hang out and answer phones. Asa.
sign me up! (right, I'd be like the 300th in line). Long holds I can
handle. But some easy listening on while I'm on hold.
When I'd be pissed is if a company didn't provide a by-phone customer
interface. Mozilla's marginally easy to use (I loathe its preferences;
try showing that to a newbie!). Firefox, the browser that "is" easy to
use, isn't supported at all! Hopefully this will change w/ FF 1.0
> An interesting read here:
> Ultimately, I think it comes down to this paragraph:
> "Mozilla is a worthy contender, but there's one big problem for
> non-expert users: The Mozilla Foundation is an ``open source'' effort,
> meaning the software is developed through the work of volunteers. As a
> result, Mozilla's own Web site offers little in the way of
> hand-holding for newbies. The foundation recently hired an outside
> firm to provide customer support by telephone, but the cost is a steep
> $39.95 per incident."
> It pretty much ends there. I've mentioned it once or twice before,
> that Mozilla needs some better alternatives to support that could
> satisfy the need.
> What I'm thinking is this:
> Many websites have some neat Java based web chats that allow users to
> browse to the website and contact support/sales. Check
> www.rackspace.com for an example of that. Perhaps it would be
> worthwhile to do so on Mozilla.org. While it wouldn't be good enough
> for corporate users, who need a real support option such as already
> available, it may be useful for end users. It could even be XUL
> based. Perhaps we can solicit some volunteers to man it. There quite
> a few knowledgeable people on IRC and Mozillazine Forums. If some
> would contribute a few hours a week, there is easy 24x7 coverage.
> A chatroom is a bit crazy, hard to use, and confusing to the casual
> user. Forums can also be daunting. But just visiting a website and
> clicking a button is pretty easy.
> Even if we could only cover a few hours a day, would be a nice
> alternative. Instant free support from the community. Could have a
> little quiz or qualification for becoming a support rep. Could even
> set the system up with a rating incentive. When the support ticket is
> done, prompt the end user to rate the support 1-5, and perhaps a small
> prize for the top rep of the month.
> Would get people more involved, even without programming experience,
> and have a great support system, fixing this obvious hole in marketing.
> Anyway.... just a thought, perhaps some can build on it, destroy it,
> modify it, mutaliate it, or mate it with a primate in hopes of
> creating a superior species.
> Pardon the aweful quick typing and somewhat incoherent thoughts, I'm
> in the middle of 10 things here including dinner.