Create user support templates for the new Tor "VPN" app
Background
The Community Team maintains a collection of user support templates, which are referred to by our User Support Specialists when engaging with users over the front desk and other support channels. These templates are typically used to help users troubleshoot common issues, such as connecting to the Tor network in highly censored countries.
However, our current support templates are either specific to Tor Browser or about the Tor network in general. Although there is a degree of overlap when it comes to certain topics like censorship circumvention, we will still need to adapt these support templates to suit the different use-cases, features and interface of the app. When completed, we will then translate the new "VPN" support templates into Russian and Chinese to meet the needs of our aforementioned highly censored users.
In addition, we will create new sections on the Tor Forum specific to the Tor "VPN" in order to collect feedback from and provide forum-based user support to our new "VPN" users.
Planned user support templates for RT and CDR.Link
In order to respond quickly and accurately to our most common users support requests, we anticipate that we will need to create or update the following user support templates to prepare for the Tor VPN’s release:
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User reports they cannot load content while on the VPN -
User reports they cannot connect to the Tor VPN -
User needs help excluding an application from the VPN -
User needs instructions on how view and copy the Tor VPN logs -
User requests a refund after purchasing a fake Tor app -
Localize templates in Chinese and Russian
Evaluation Criteria
This is how we're going to evaluate if these templates are helping users:
Indicator: Number and ratio of users who respond positively when polled for feedback about their user support interaction.
Expectation: If the new documentation developed for the front desk and our user support channels meets our users’ needs, they will respond positively when polled for feedback.
Indicator: Number of issues received via our front desk or other support channels, specific to the Tor VPN, that have been resolved by our user support team.
Expectation: If we prepare high-quality user support templates for the VPN that are translated into Russian and Chinese, then we will be able to resolve a greater number of support issues in a timely manner.