Support/Live Chat/User Stories/Questions

User stories for various kinds of questions

We get a wide variety of questions, some better suited for Live Chat than others. The Questions workflow should be optimized to give us questions where Live Chat is both needed and likely to be successful.

Janet, a user coming from a troubleshooting article

• Janet reads the Firefox Is Slow article and follows the advice. Firefox is still slow after trying all of the suggestions, so she answers "No" to the survey at the bottom of the article. Because we have configured chat on this article, she is offered a chat button if chat is currently open.
• Because she came from the "Firefox is slow" article, the chat may be tagged with the "slow" tag.

Tom, a user who doesn't need an answer right away

• Tom clicks on the Ask a Question page and sees whether chat is open, what the approximate wait time is, and what the hours are. He decides he wants to ask a question, so he begins filling out a form that works either for both the forum and chat.
• He finishes the ask a question process and decides to complete the process. He has the option to post in the forum or wait on a chat agent. He chooses to post in the forum and skips chatting, since he doesn't need an immediate answer.

Nicole, a user who keeps trying to fix her problem while waiting on an agent

• Nicole joins the chat queue after finishing the ask a question process. She continues browsing SUMO while looking at an absolutely positioned queue status indicator.
• She finds an answer while waiting and clicks "Yes, this solved my problem" on the survey.
• Live Chat detects that she has answered the survey and asks whether she wants to leave the queue.
• She presses "leave the chat queue" and exits SUMO as a satisfied user.

Rob, a user that doesn't like to stare at the screen

• Rob joins a chat queue with a 17 minute wait. After waiting 10 minutes, a sound notification plays indicating that his chat has been accepted. He has left the computer and doesn't respond, so his chat is ended by the agent. When he gets back, he can re-join the chat queue or post in the forum.

Mike, a user we fail to successfully answer

• Mike's Firefox won't start because of a virus. He chats with an agent who can't fix the problem.
• In the post-chat survey he is asked why the problem wasn't fixed.
• He is offered a chance to follow up in the forum, which he takes.
• People browsing the forum can now look at his question and chat history, do more extensive research, and suggest more solutions.

Nick, a user without patience

• Nick chats for ten minutes and needs to leave before the problem is fixed. He closes Firefox before ending his chat or following it up. Later that day, he follows the link in his e-mailed transcript and posts his original question to the forum.

Users that shouldn't be chatting with us at all

• Jane is a web developer and joins the chat queue with a question about HTML5. She is intercepted by the ask-a-question process and diverted to developer.mozilla.org.
• David starts the ask-a-question process because he can't find his menu bar in Firefox 4. When typing his question in the form, he is offered a link to the "Menu bar is missing" article. He clicks it, gets his issue resolved, and leaves as a satisfied user.
• Angela is addicted to Facebook and wants to slow down facebook.com's DNS resolution to help her avoid impulsively loading facebook. She makes it into chat, which is quickly ended with a canned response that the question isn't related to Firefox Help. (this is a true story)
• Mark has a successful chat session and responds to the post-chat survey. Since he has an account, he gets an e-mail with his chat log and a link to follow up if needed.