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mozilla / donate.mozilla.org

Mozilla donation platform
https://donate.mozilla.org
Mozilla Public License 2.0
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Set up call with SUMO about donor support #214

Open valianttry opened 9 years ago

valianttry commented 9 years ago

We have over 380,000 donors and in 2014 a human responded to more than 800 email questions sent to donate@mozilla.org in 2014. To date, we can only provide English-speaking support. We need a scalable customer support solution to help field localized donor support during our big donation campaigns.

Can we point the donate@mozilla.org email to desk.com and triage support?

@adamlofting can you drop here the people you think I should talk to? cc @alicoding @edrushka

mmmavis commented 9 years ago

@valianttry , @rtanglao is the person I mentioned to you last week (hi Roland :smile:). He's on the SUMO team, speaks German, and is based in the Vancouver office. I haven't got a chance to talk to Roland on this yet though :grin:

adamlofting commented 9 years ago

RE: SUMO: I've been working with David Tenser, and Kadir Topal at various points throughout this year. Kadir is based in Germany, but has been in the London office for a few weeks now. I'll send an intro email.

RE:

Can we point the donate@mozilla.org email to desk.com and triage support?

Absolutely. :+1:

@secretrobotron has been driving the Webmaker portion of this in https://github.com/MozillaFoundation/plan/issues/486

Desk.com can also monitor our Mozilla social channels (Twitter and Facebook).