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How does the Fuze Suite enable us to create an effective communications channel for answering customer/member questions NOT found in the knowledge base?
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Article Information
KBID
92
Date Created:
9/27/2001
Date Modified:
4/18/2005
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Making your Web site an effective communications channel involves making it easy to request help, and having the supporting infrastructure to ensure that your service level for responding is communicated to your customers/members and achieved. Unfortunately, on most Web sites end-user requests using email do not establish how long it will take to get a response, and do not provide a response for (on average) 36 hours, according to a recent study by Jupiter Media Metrix. The Fuze Suite provides you with the systems infrastructure necessary to make your Web site an effective communications channel for your end-users, including customers/members, staff, partners, and anyone else you choose to extend the Fuze Suite.
With the Fuze Suite you can:
Proactively manage interactions originating from the Web or email that are automatically logged within the incident management system. Inquiries made in-person, by phone and fax can be added manually to the incident management system.
Automatically send an email confirmation (as well as online confirmation at the time of the inquiry) that the inquiry has been received, and indicate how long it will take for a response and/or resolution.
Log the request in the incident queue and automatically assign it to appropriate staff based on your own workflow settings.
Provide tools to manage open, closed and unassigned requests, ensuring that the expectations you have established for how quickly you will respond are met or exceeded.
Produce reports to see how you are doing in managing incidents to your own defined service levels.
Search your knowledge base to see if the question has already been answered.
Answer questions and in cases where the information already exists in your knowledge base, send a link directly into the knowledge base to answer the question, encouraging them to use your self-service application provided by the Fuze Suite.
Publish new items in your knowledge base from new questions asked and the answers provided.
Keep all interactions regarding an inquiry together in one record so that you can maintain support continuity, regardless of how many support staff are involved or the number of communications channels used.
Enable your customers/members to view a complete history of all of their open and closed inquiries.
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Eric C
Mysie C
Charlie K
Fuze R
Erica S
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How does the Fuze Suite enable us to create an effective communications channel for answering customer/member questions NOT found in the knowledge base?
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Forgot Your Password?
Forgot Your Password?
Email
Email:
Security Question:
Security Answer:
Favorite Color:
WARNING:
If your Security Question and Favorite Color do not match what you entered at registration in Info Center
DO NOT CONTINUE
and contact us immediately.
Email
Confirm Email
Password
Password not entered
Retype Password
First Name
Last Name
Birthdate
(mm/dd/yyyy)
Company
WARNING:
Password Security Question
Name of High School graduated from
Last name of favorite teacher
Son's middle name
Daughter's middle name
Pet's name
Square footage of home
First girlfriend's/boyfriend's name
What city were you born in?
On what street did you grow up?
What is your mother's maiden name?
What was your high school mascot?
Password Security Answer
Favorite Color
Terms of Use
I agree to the terms of use.
FuzeDigital values your privacy and will protect your information. We will not sell or share your information with others.
Your inquiry is being encrypted to protect your privacy.