Well-engineered knowledge bases are able to successfully support all your stakeholders in a single knowledge base (KB). Unfortunately, some vendors require you to purchase two or more separate knowledge bases to successfully support your business. Supporting multiple knowledge bases has several negative consequences that may not be immediately obvious: ? Costs you more money to buy multiple pieces of software. Don’t be fooled by the same software being branded differently for internal  More...

It all comes down to where and how we spend our money. It also helps that we are employee-owned and driven by the needs of our customers (rather than the ROI expectations of investors)! Unlike what you find with our competitors, you're not paying for lots of overhead like: 100s of sales people, staff to meet SEC reporting requirements, big ticket marketing campaigns and the overhead to manage all this additional staff. Market leaders often spend 60-70% of their revenue in sales and marke  More...

The Fuze Suite provides the components that make it easy for your members and staff to use your digital support channel. It also provides the back-end infrastructure necessary for you to consistently and cost-effectively extend support seamlessly across all delivery channels. How? I. Make it easy to get information about your products and services. The Fuze Suite provides your members and employees with one central access point to look up answers, ask questions, request a call back, and provid  More...

Since our inception, Fuze has worked with sophisticated credit unions seasoned with customer care technology to create several components in the Fuze Suite that are valuable for any consumer using the products and services of a financial institution. Terminology and features that are unique to credit unions can be refined by Fuze and you as necessary using the Fuze Suite's flexible system options. From our integration capabilities with online banking and phone systems, to our personal finance kn  More...

A Digital Support Channel (DSC) is a term used by Fuze to describe a suite of technology that provides members, customers, partners and staff (consumers) with a compelling reason to use your online support channel. A DSC also unifies all your support channels to ensure that your support is consistent and informed across all your support channels. What's more a DSC captures everything, providing you with rich consumer insights for use in providing more personalized support and in targeted m  More...

At the core of the Fuze Suite is a knowledge base. A knowledge base is a central place where you can digitally store information for easy retrieval at a later time. Fuze's knowledge base contains questions and answers and topics and articles. This knowledge base can be seamlessly comprised of public knowledge items for external access as well as private knowledge items for internal (or staff) consumption. Utilizing user-friendly tools, information is easily added to the knowledge base by your cu  More...

The Fuze Suite enables you to create a digital support channel for your members, customers and staff. The digital support channel provides your members and customers with a rich and flexible communications and support channel that promotes them to use more and more of the channel's features as they grow accustomed to using your online channel. As your customers/members look up information, ask questions, provide feedback, voice satisfaction levels and set alerts, the Fuze Suite automatically rec  More...

File search engines provide an effective method (requiring little manual effort) to quickly find matching words in many different file structures. They, however, are not effective in getting users to answers or causing the information being searched to naturally evolve based on usage and requests for assistance from support staff. File Search Engines and the Fuze Suite Our customers commonly have information relevant to supporting members/customers and staff in files external to the kn  More...

The potential tangible and intangible benefits derived from using the Fuze Suite are many and include improving support, reducing costs and increasing sales. The Fuze Suite: Reduces email and call volumes by getting staff and consumers to help themselves. Reduces email and call handling times by getting staff to answers more quickly and resolving their inquiry on the first interaction. Reduces operational costs by allowing tier-1 support staff to provide more accurate answers, more quickly  More...

We're proud to be chosen by so many Automobile clubs to use the Fuze Suite for their members, staff and other stakeholders. AAA Arizona was the first Automobile club to use the Fuze Suite in June of 2004. Previously a customer of RightNow for 2 years, AAA Arizona's experience with FuzeDigital can best be captured by this quote: The system has been excellent! The setup and integration was a breeze (especially compared to RightNow). But the biggest 'wins' for AAA Arizona are for   More...