Dear SUMO contributors,
There’s a blog post about the decommissioning of the Social Support and Mobile Store Support programs that went out today. Prior to this, we reached out to contributors who are part of these programs to ensure we heard their feedback and understood their concerns in advance.
In this thread, I’d like to share some of the questions we’ve received during that period, which I also addressed in the May Community Call.
Q: Can we just keep Verint so contributors can continue replying to reviews on Google Play Store?
A: Technically, it’s possible to continue our subscription for Verint so contributors can continue replying to Google Play Store reviews. However, given our limited resources to maintain both the tool and the associated community program, we believe that focusing on the Community Forum is more crucial at the moment.
Q: Are we replacing community with staff?
A: The Firefox support agents' responsibilities remain the same. They will continue to moderate conversations and respond to user reviews on Play Store and AppStore. However, it’s important to note that there’s no additional transition is being done as part of our decision to decommission these programs.
Q: Do we have any plans to support users on other social media channels?
A: It’s possible that we’ll expand our support efforts in other social media channels in the future. But our immediate focus remains on the Community Forum for now.
If you have other questions or concerns that we haven’t captured, please share below.
Dear SUMO contributors,
There’s [https://mzl.la/4jvwYnR a blog post] about the decommissioning of the Social Support and Mobile Store Support programs that went out today. Prior to this, we reached out to contributors who are part of these programs to ensure we heard their feedback and understood their concerns in advance.
In this thread, I’d like to share some of the questions we’ve received during that period, which I also addressed in the May Community Call.
'''Q:''' ''Can we just keep Verint so contributors can continue replying to reviews on Google Play Store?''
'''A:''' Technically, it’s possible to continue our subscription for Verint so contributors can continue replying to Google Play Store reviews. However, given our limited resources to maintain both the tool and the associated community program, we believe that focusing on the Community Forum is more crucial at the moment.
'''Q:''' ''Are we replacing community with staff?''
'''A:''' The Firefox support agents' responsibilities remain the same. They will continue to moderate conversations and respond to user reviews on Play Store and AppStore. However, it’s important to note that there’s no additional transition is being done as part of our decision to decommission these programs.
'''Q:''' ''Do we have any plans to support users on other social media channels?''
'''A:''' It’s possible that we’ll expand our support efforts in other social media channels in the future. But our immediate focus remains on the Community Forum for now.
If you have other questions or concerns that we haven’t captured, please share below.
