493273 - Contact Us page text needs to be re-written to better inform and direct visitors to Firefox support

Status: VERIFIED FIXED

(Websites Graveyard :: spreadfirefox.com, defect)

Description

[Ken Saunders]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.10) Gecko/2009042316 Firefox/3.0.10 WebSlideShow/1.2.2
Build Identifier: 

Currently, email from the contact form by visitors to Spread Firefox in need of Firefox troubleshooting help and support is sent to support at mozilla.org and sfx-team at mozilla.org with no apparent specific person assigned to responding to those emails so it is unclear if the Firefox user is getting the help that they need.

We should try and avoid getting support emails in the first place anyway so that Firefox users can get quick and direct support.

The leading text (in bold) on the Contact Us page may be misconstrued by some to pertain to Firefox in general and they may not even bother to read the paragraph below it.
"Need help or have a question or suggestion?"

"If you have any Firefox-related support questions, please visit Mozilla's community-supported help (http://support.mozilla.com/en-US/kb/Firefox+Support+Home+Page) site."

Making the 2nd paragraph the top one and changing the wording to it should help with this issue.

<strong>Looking for help and support for Firefox?</strong> 
Please visit the official <a href="http://support.mozilla.com/en-US/kb/Firefox+Support+Home+Page">Mozilla Firefox support site</a>.

Need help or have a question or comment about SpreadFirefox.com?
Please fill out the following form to contact the Spread Firefox team and we'll get back to you.

I'd also suggest assigning a person (with SUMO?) to responding to the support emails that do come through because they will continue but should be less frequent.



Reproducible: Always

Comment 1

[Majken Connor [:Kensie]]

Good call. ccing some of the sumo people so they can weigh in on how they'd approach it.

What'd be awesome is if we added a support option to the contact form that instead of letting the user fill out the form would actually send them to SUMO.

Comment 2

[David Tenser [:djst]]

Actually, Mary and I were talking about this not so long ago and I got the liberty to hack the contact page to include the support information. Unfortunately, I never really figured out how to edit the page and then it fell off my radar.

Ken, I totally agree with your proposed changes. We need to make it clear what the contact form is for, and catch the people looking for support before they start to fill the form out. I'd even consider making the paragraph about support stand out with a box/background color. If you want to hack away on this page and has privileges, go ahead. If not, if someone can instruct me where I edit the page, I can do it.

Someone with SUMO (Cheng) is already assigned to answer the support e-mails; they are forwarded to an internal mailing list which is where all other misguided support requests at Mozilla end up as well. Please ask Mary for the details if you are also processing feedback from SFX.

Comment 3

[Alex Buchanan [:abuchanan]]

The "Contact Us" page is not editable through the admin UI.

We can easily implement a more flexible template.  So, we need to nail down which changes we want to make.

We could rethink the wording of the "To:" field, and also the ordering.

e.g. "Support and other" -> "Spread Firefox team"

or 

"To:" -> "Regarding" (or something) and "Support..." -> "General" or "Spread Firefox Support"

Comment 4

[Mary]

Thanks for all the great ideas, guys!  Let's roll with:

To:  Spread Firefox team vs. Support and other.

I'd like to place the following in a colored box (I know we did this somewhere but can't find it):

<strong>Looking for help and support for Firefox?</strong> Please visit the official <ahref="http://support.mozilla.com/en-US/kb/Firefox+Support+Home+Page">Mozilla Firefox support site</a>

Followed by:

Have a question or suggestion for SpreadFirefox.com? Please fill out the form to contact the Spread Firefox team and we'll get back to you! 

Thanks everyone!

Comment 5

[David Tenser [:djst]]

Could we see a mockup of what you mean with the "To:" field? I'm not sure if I follow. We don't want people to fill the form at all if they want Firefox support, right?

Also, the link to Firefox Support should just be http://support.mozilla.com/. That way, it will be served in the correct language depending on the user's language settings.

Thanks!

Comment 6

[Mary]

Hey there:  Check out the contact us form...http://www.spreadfirefox.com/contact-us

There is a "To:"  with a drop down menu and the first option is "Support and other".

Thanks!

Comment 7

[David Tenser [:djst]]

Got it! Yes, I agree that changing the wording to something more specific, e.g. "Spread Firefox Team" would be better, in addition to adding more emphasis (i.e. a colored box) around the stuff about Firefox tech support.

I would also suggest making it clear that we offer personal support:

"Need Help with Firefox?

Head on over to Mozilla's community-powered <Firefox Support> website, where you'll be able to find plenty of answers and get personal help with any tricky questions."

Comment 8

[Alex Buchanan [:abuchanan]]

Attachment: screenshot, v1

How does this look?  screenshot attached

Comment 9

[jamey]

got my vote looks good here

Comment 10

[Mary]

Perfect :)

Comment 11

[David Tenser [:djst]]

May I suggest that we put the SUMO stuff below the heading "Contact the Spread Firefox team" rather than above it? I mistook it for a banner ad first. (May want to lose the border if it doesn't fit in under the heading.)

Otherwise it looks great!! Big thumbs up from me.

Comment 12

[Ken Saunders]

Awesome! 
Now just add the following for the "Need help with Firefox?" text.

font-size: 84px;
color: #FFFF00;
background-color: #000000;

Just kidding of course. :) It's obvious enough. You still may get the occasional support request anyway, but it shouldn't be too frequent and Fx users will get the help that they need quicker now.

Comment 13

[Ken Saunders]

Good point Jamey. I agree. Though I don't mind the border.

Comment 14

[Majken Connor [:Kensie]]

Out of curiosity, what percent of the contact us form emails are support requests? Does it regularly get email for other projects, like enhancement requests or add-ons questions or is it mainly support?

Comment 15

[Mary]

I'd say 99% are SUMO-related.

Comment 16

[Majken Connor [:Kensie]]

Are they all getting to the contact form from the footer? If so we might want to try and do something there and cut them off at the pass.

Maybe on the line below the other nav options show the SUMO logo and add the "Need help with Firefox?" line there. That way it'll be right below the contact link and in theory more eye catching.

Comment 17

[Alex Buchanan [:abuchanan]]

r26574, r26584 and r26585 commit the SUMO plug for your viewing pleasure.

I like Lucy's idea of moving "Firefox Support" next to "Contact Us" in the footer, so I've rolled that in with this bug in r26595.

https://spreadfirefox.authstage.mozilla.com/contact-us

Comment 18

[David Tenser [:djst]]

Sweet! Thanks all. :)

Comment 19

[Stephen Donner [:stephend] Not actively reading bugmail]

Verified FIXED; this looks great on https://spreadfirefox.authstage.mozilla.com/contact-us.