[Marketing-Public]Mozilla vs Opera
Robert J. Accettura
marketing-public at mozilla.org
Wed, 24 Mar 2004 01:21:31 -0500
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Daniel Wang wrote:
> Users have three alternatives: newsgroup,
Most users don't like newsgroups. Associated with spam and porn. I
don't think many general users even know how to use a newsgroup, much
less use one. Were talking average joe here.
> MozillaZine forums
Slow, slow, slow. Not to mention, it's external, feels real unoffical.
Not really support, but just a community they can use.
> and IRC Chat,
Again, lets face it average joe isn't familiar with IRC, they have been
on the net and used to AIM, MSN, etc. Not the primative IRC. I don't
know many friends who have ever used IRC, or even know what it is. I
don't think many here know non-geeks who know how to use IRC.
> and none of them require registration. I don't think we need a new
> real-time support system. We have limited numbers of people willing to
> do peer support, and I believe most of them are already contributing.
> If our existing help forums are not meeting the needs of users, it is
> because we don't have enough peer helpers. Creating a new support
> channel may create confusion among both helpers and users as to what
> channel people should go to.
The goal would be to get people away from the fussy loose network you
mentioned above, and channeled through 1 appropriate method. We would
accomplish more, and with less effort in a real time system. It would
also be better for the end user. Most end users don't like spending
hours figuring things out.
Again, this comes back to the focus. Is Mozilla targeting end users?
Or just developers? The above methods are very developer/techy savy.
But not very user friendly or intuitive for an end user.
> I prefer community support over one-on-one peer support. Nobody is
> perfect, and if I were helping a user, I'd like others to help me out
> also and pointing out any mistake I made.
There's no reason why we can't link it to an IRC channel, and allow the
support reps, and others to see all that's going on, and even consult.
All phone support is recorded for training/monitoring purposes, so it's
nothing strange. Not to mention a growing knowledge base, and great
bugzilla for research.
Ultimately the user wants the following:
Good product - We have that
Good documentation - Knowledge base will help that
Good support - We seriously lack here
At this time, to the end user, we are saying, it's "at your own risk",
and "your on your own, and have a chance at help here:". That's just
not great marketing.
Look at any consumer reports like guide, and support is just as
important as the product. Most corporations realize this, and
successful ones act upon that. That's why companies like Dell advertise
about it. Why CompUSA makes ads about how good it can be with support.
Mozilla already has a good sized community, but it's dispersed and not
very efficient. We need to gather it all together, and make it more
efficient and targeted. There quite a few who would more than qualify
for such a role, and already do it. Problem is end users will never
have the patience/knowledge/comfort to find them. I wonder how many
have parents who are on IRC? Know what IRC is, or how to use it? But
how many can click on a button and type their question and get an answer?
A great recent study is here:
Proof of concept. Read some comments while there. Give it a try too.
We could get away with less people, and less time. But most likely
could do 2-3 spread out through the day.
Users don't like to wait on hold (email, forum), users don't like to be
told to "figure it out", and given links to the land of the unknown
(mozillazine isn't known to the average end user).
As word of mouth grows, people won't always know a developer or
evangelist to answer every question (I just fielded a few today). So
where do they go? Back to IE.
It's the same reason why Walmart hires "greeters" (those people when you
walk in the door imediately greet you and offer to help you or direct
you if you need help. Those inviduals are responsible for a signifigant
part of their sales. It makes customers feel it's easy to get help when
Robert J. Accettura
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