[Marketing-Public]Mozilla vs Opera

Robert J. Accettura marketing-public at mozilla.org
Tue, 23 Mar 2004 22:18:58 -0500


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My proposal I think allows for several things:
- Instant live support
- Free support for end user
- Low cost (it's really not that advanced server side, could do quite a 
bit with not much resources)
- Effective
- Great community thing

With the distribution of users around the globe, we could man it for 
quite a few hrs a day, if not 24x7.  One operator could handle quite a 
few tickets.  I think there quite a few on IRC or Mozillazine who would 
help out.

If we got 10 people to help out 2X 1hr a week, we got 20hrs a week of 
tech support already.  We've got a much larger community than that.  
Just look at mozillazine.

It could be very fast efficient support.  In fact, it could make tech 
support a big feature in Mozilla, making a serious ripple in the open 
source model. 

To monitor the quality, we could funnel it all to an IRC channnel, so 
one or two people who want can review what's being transpired.  To 
prevent any potential problems, train, and enhance.

There's a lot that can be done to match and beat in this case.  
Microsoft isn't easy to get in touch with (without a deep pocket), so 
that's yet another thing we can beat them at.


Sean Kerner wrote:

>Not to be rude, cause everyone is volunteering their time and all, but one
>person answering and being the *free* support for a web browser across
>multiple time zones and geography is hardly sufficient. The community is
>obviously willing and able to help out and it should be allowed to do so.
>
>How many people respond to Opera's webmaster? I can guarantee you that
>it's alot more than one. Opera is doing alot of things right at this
>time - it helps of course that they're heavily and well funded too...
>
>Microsoft whose whole business is built around making software easier to
>use for people (supposedly) has multiple teams geographically dispersed to
>deal with email inquiries in real time.
>
>Newbies need ALOT of support and of the included variety that's instant
>and real time. Until that happens, Mozilla will remain a tool limited to
>early adopters and tech enthusiasts and not the mainstream...which is a
>real shame cause we all know it's the best $#!!! browser out there.
>
>just my two cents.
>
>  
>

-- 
Robert J. Accettura
robert@accettura.com


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