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.