We understand that MoPub app developers and bidders have unique needs across a variety of issues - from technical best practices to revenue optimization and everywhere in between. We know that some customers want to connect with us directly while others prefer a self-guided experience.
With this in mind, we’re excited to announce the relaunch of our Support Center - an extension of our developer help site and the new support hub for self-serve customers. App developers and bidders can find answers to common questions, connect directly with the relevant MoPub team on a specific issue, and get access to important resources as well as information to be successful on MoPub.
Not only does the Support Center have a fresh new look and streamlined interface, but we have also localized the content into nine languages in addition to English to help customers get the answers they need more easily.
Our primary goal is to create an inclusive platform that meets the evolving support needs of customers through empowerment, education, and hands-on support. Now it’s easier than ever before to find what you need.
Let’s take a look at some of the new Support Center features:
We’ve changed the layout based on customer feedback to improve self-discovery of important information. The UX is intuitive so customers can generally find what they need in a few clicks.
Content is organized in two sections: Publishers and Bidders. Within each, customers can dive into specific categories with easy to digest and actionable articles. Should they need additional assistance, we link to the relevant dev docs or they can easily reach out to us.
A new search functionality has been added that pulls in results from our comprehensive developer documentation. The three most popular searches are shown, providing an insightful look into what customers are thinking about at a particular time.
We’ve also added an announcement banner to keep the community abreast of important and revenue-impacting updates.
Aligning with MoPub Developer Documentation, the Support Center now supports content in nine different languages - allowing us to deliver help content to significantly more customers.
Our support ticket forms and direct support remain in English at this time, but continue to watch this space for future improvements.
GitHub Issues is a public tracker of SDK and mediation issues from the community, where our SDK team provides support and listens to feedback. The Support Center introduces a unified UI to allow customers to interact with GitHub Issues directly in real time. This should make it faster and easier for customers to find what they are looking for and connect with others who might be experiencing the same issue.
We now show platform status directly into the Support Center, enabling us to proactively communicate reporting and platform outages to publishers - so they can monitor the details at status.mopub.com until the issue is resolved.
The new Support Center will help us to serve you better and help maximize your use of MoPub.
Have feedback? We’d love to hear from you: use the “Feedback" button at the bottom of the Support Center so that we can continue to improve the portal.
About the author: Tiffany Muriel, Lead Publisher Solutions Manager, Self Serve Publishers
Tiffany joined MoPub in 2013 prior to the acquisition by Twitter as a Publisher Solutions Manager and has worked with some of our largest mobile publishers. She now leads the self serve publisher experience and continues to work with publishers big and small to help them grow with MoPub. In her spare time she enjoys reading, traveling, wine tasting, and volunteering at her local pet rescue. She lives in Chicago with her three cats, two kids, and one husband. Follow her on Twitter @westsidefeline.