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Improve Effectiveness of Help & Support Flow: Reduce Unnecessary Support Emails #2066

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mekarpeles opened this issue Apr 18, 2019 · 5 comments
Open

Improve Effectiveness of Help & Support Flow: Reduce Unnecessary Support Emails #2066

mekarpeles opened this issue Apr 18, 2019 · 5 comments
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@mekarpeles
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Lead: @mekarpeles Issues overseen by Mek (Staff: Program Lead) [managed] Needs: Breakdown This big issue needs a checklist or subissues to describe a breakdown of work. [managed] Needs: Help Issues, typically substantial ones, that need a dedicated developer to take them on. [managed] Priority: 3 Issues that we can consider at our leisure. [managed] Type: Epic A feature or refactor that is big enough to require subissues. [managed]
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2019 Epics Triage

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@mekarpeles
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Currently, we receive a lot of emails for the same types of problems. We do have FAQ but the /contact page highlights sending emails. This document proposes and intermediary page without an email form to help reduce common questions and to more quickly route question askers to the right places.

Here's what this new intermediary page might look like:

How can we help you?

I'm having trouble borrowing

  • I'm on a waitlist and missed my window
  • It's my turn to borrow but it won't let me
  • I'm having trouble returning a book
  • Why can't I borrow this book?
  • I'm having a different problem borrowing books

I'm having trouble Signing-Up or Signing-In

  • The captcha is not working
  • My username is taken
  • It's not accepting my password
  • I' having a different problem with my account

I need help correcting book data

  • There are books or authors which need to be merged

I'm a developer

  • Can I use Open Library APIs for my project?

Other common questions

  • I want to delete my library account

How can we reduce these problems?

Realtime account creation feedback

If the user's email is already in use or their username has been taken, let's let them know (#1433)
@mekarpeles mekarpeles added Type: Epic A feature or refactor that is big enough to require subissues. [managed] Requires Sub-Task Creation labels Apr 18, 2019
@cdrini cdrini added Needs: Breakdown This big issue needs a checklist or subissues to describe a breakdown of work. [managed] Type: Feature and removed FAQs Type: Epic A feature or refactor that is big enough to require subissues. [managed] labels Apr 21, 2019
@brad2014 brad2014 added Type: Feature Request Issue describes a feature or enhancement we'd like to implement. [managed] and removed Type: Feature labels Apr 23, 2019
@mekarpeles mekarpeles added this to Requires Triage in 2019 Epics via automation May 1, 2019
@mekarpeles mekarpeles added Type: Epic A feature or refactor that is big enough to require subissues. [managed] Priority: 1 Do this week, receiving emails, time sensitive, . [managed] and removed Type: Feature Request Issue describes a feature or enhancement we'd like to implement. [managed] labels May 1, 2019
@mekarpeles mekarpeles moved this from Requires Triage to User Experience in 2019 Epics May 1, 2019
@xayhewalo xayhewalo added this to Un-Triaged in Triage Oct 18, 2019
@xayhewalo xayhewalo moved this from Un-Triaged to High Priority in Triage Oct 18, 2019
@xayhewalo
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@mekarpeles @JeffKaplan Labeling as backlogged since there hasn't been activity since may. I'm guessing either one of you have the knowledge to breakdown this Epic, is it simply a matter of carving out the time to do so?

@mekarpeles mekarpeles added Priority: 2 Important, as time permits. [managed] and removed Priority: 1 Do this week, receiving emails, time sensitive, . [managed] labels Oct 30, 2019
@mekarpeles mekarpeles moved this from User Experience to Punt in 2019 Epics Nov 13, 2019
@mekarpeles mekarpeles added the Lead: @mekarpeles Issues overseen by Mek (Staff: Program Lead) [managed] label Dec 17, 2019
@BrittanyBunk
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Mek said that there's been talks about having questions autogenerate on github from questions people ask in the intermediary page (as people would be able to ask questions from it - I'm assuming).

@BrittanyBunk
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If the bot account can route the emails that might be received when people ask a question to a place that is not on github to prevent privacy issues, then that will help.

@mekarpeles mekarpeles added help-wanted Needs: Help Issues, typically substantial ones, that need a dedicated developer to take them on. [managed] and removed help-wanted labels Apr 23, 2020
@cdrini cdrini mentioned this issue Sep 28, 2020
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@seabelis
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Suggested edits to:
I need help correcting book data
I'd like to report duplicate books or authors
I found a record that is linked to the wrong item

Other:
I'm getting an error message when viewing a book page

@mekarpeles mekarpeles added Priority: 3 Issues that we can consider at our leisure. [managed] and removed Priority: 2 Important, as time permits. [managed] labels Sep 15, 2023
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@mekarpeles mekarpeles

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Lead: @mekarpeles Issues overseen by Mek (Staff: Program Lead) [managed] Needs: Breakdown This big issue needs a checklist or subissues to describe a breakdown of work. [managed] Needs: Help Issues, typically substantial ones, that need a dedicated developer to take them on. [managed] Priority: 3 Issues that we can consider at our leisure. [managed] Type: Epic A feature or refactor that is big enough to require subissues. [managed]
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7 participants
@mekarpeles @JeffKaplan @cdrini @brad2014 @xayhewalo @seabelis @BrittanyBunk