Firefox Support Sprint / SUMO Project

Design & development of a reviews management platform

Project

Mozilla, the organization behind the popular Firefox browser, identified an interesting challenge regarding the distribution of Firefox for Android: many Play Store users face challenges of a technical nature during installation or use of the popular web browser. Instead of directing their issues to the official Mozilla support channels, they communicate their problems by leaving reviews on Play Store, usually never getting a response. Is it possible to use the power of the considerable Mozilla volunteer community to give quality responses to all these reviews, offering quality support to all Firefox users worldwide?

SUMO (Support Users Mozilla) Project is an experiment that aims to effectively involve volunteers to respond to reviews of a technical support nature. We are very proud that Mozilla confided in Point Blank for the design and development of this project. 

Year

2018

Client

Mozilla

Services

Design
Development