[Marketing-Public]Mozilla vs Opera

Albert Ren marketing-public at mozilla.org
Tue, 23 Mar 2004 13:58:12 -0500

Somehow, I get the feeling that the price is mandated by DecisionOne and 
that Mozilla probably doesn't get much of a say in how much it costs 
anyway.  I seem to recall Netscape charging the same price back when 
they used them.

As to the Java chat idea someone suggested, why not use a Java front end 
for an IRC client?  It could be staffed by the same mozillazine 
volunteers, as long as there's a huge disclaimer that it's volunteer 
driven and not guaranteed to have any results nor officially 
staffed/sponsored by the foundation.  Of course more technical users can 
use their own IRC client, but the java front end would be there to help 
users who wouldn't know what IRC is.  Wouldn't have the same personal 
touch, but it'd use existing resources quite easily.  Downsides to this 
would be if a user was having trouble with java.

James H. Russell wrote:

> 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
> -JR
> "Wage peace..."
> robert@accettura.com wrote:
>> An interesting read here:
>> http://www.kansascity.com/mld/kansascity/business/technology/8246846.htm?1c 
>> 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.
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