Live Chat Project

[Feer56]

Hello,

Me and my partner Scott are thinking about of bringing Live Chat Support
Firefox. We believe that Live Chat will encourage users to engage more with
Firefox and that the user knows that we care about them. A forum is.. just
a forum. A forum normally to many is a place where users know that it will
take hours and possibly days to receive a response while possibly it could
take minutes but instead of users navigating away from the site (
support.mozilla.org) after posting their questions and not checking out the
resources we may have. Live chat is a serious thing, users aren't always
cared for on the forum, sometimes not even a 'hello', 'how are you doing?'
or a 'thank you' is given but with live chat, we can have all of that. The
platform we have available free of charge and open source for non-profit
organizations like Mozilla is Kayako. Kayako is a brilliant piece of
software because we will be able to manage, follow up and give permissions
based on contributor needs and wants. Bringing live chat to
support.mozilla.org will definitely increase traffic to the site where
resources are available and where users can choose to post their question
or check if live chat is open. We do not plan to have live chat open 24/7
but if we do have enough contributors and the resources available to keep
it open 24/7 we will do so. We would love to hear from all those interested
and those that can help with this project. We are planning to run a trial
and error on this to see how it will go and users will also be given a
survey as well to evaluate the project. Please email me (Andrew) at
fee...@live.com or Scott at scott.p...@studentmp.com if you have any
questions that you may want to ask us otherwise, reply to this mailing list
and give us your feedback.

Thank you for taking the time to read and thank you for your cooperation.

Andrew & Scott

[Yousef Alam]

Hey Andrew,

I know that Tom (cc'ed) was very keen about getting Live Chat back. I'm
sure he'd love to help you out.

-- Yousef

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