1. Get people to help themselves and save big!

Forrester Research estimates that the average call costs between $10 and $32 to handle, while the cost to help someone using self service is only a few cents. Every time your customer, member or staff is able to help themselves, you save big!

"Considering all our contacts via phone and the Web, The Fuze Suite has enabled our customers to help themselves over 90% of the time. -- Kurt Nipp, Turbine Inc.

"We have reduced our member calls by about 10% using the Fuze Suite." -- Kathleen Seewer, Wright-Patt Credit Union

"During the first 4 1/2 months of using the Fuze Suite, we responded to over 30,000 inquiries, with only 500 requiring staff involvement. As a result, we were able to not replace a support staff member when they left. " -- Sheryl Lueckel, Hapo Credit Union

"I believe that Fuze was one of the best investments that we have ever made" -- Renee Mackanin, L.A. Financial Credit Union

2. Get all your staff to answer questions accurately and consistently, increasing first call resolution percentages and building credibility with your customers and members, leading to increased loyalty and revenue!

Consumers want to work with knowledgeable staff who can quickly and accurately answer their questions. Ask yourself what is important to your consumers. Unless you are selling a commodity that is purchased solely based on price, you must differentiate yourselves with outstanding customer service that is consistent and accurate across all your delivery channels. Having all staff "singing off the same song sheet" (in this case knowledge base) and managing all requests within service levels will help separate your company from your competition and INCREASE YOUR REVENUE.

FACT: According to a Harris Interactive study completed in 2006: customers swear, shout, get headaches, and even cry as a result of negative experiences with the companies they buy from. In fact, respondents cited "outstanding service" as the number one reason they would give more of their business to one company over another - ahead of "lowest price" and "best quality." Other study findings included 68 percent of respondents will never go back to a company as the result of a negative experience, 71 percent attributed poor customer experiences to inadequate staff training, and 68 percent see a company's ability to resolve their issue on the first contact as a primary requirement for their satisfaction.

3. Leverage rich consumer information naturally captured during the support process and increase revenue!

Fuze captures information about what your consumers look at, where they set alerts and what types of questions they asked. This information provides invaluable insights into what your consumers want and need and can be used in targeted marketing efforts to identify consumers with the highest propensity to buy. Fuze can help you with complete campaign management software for as little as 1 cent per consumer contact or the information can be exported from Fuze into the campaign management software of your choice.

4. Divert some of your incoming calls during peak periods and save big!

You have to ensure that your staffing levels are sufficient to handle your peak incoming call volumes. These times may only constitute one or two hours during the day, but these peak periods determine what staffing levels are required to ensure that your call drop-off rates remain at acceptable levels. By diverting just a small percentage of these calls, you save big! Below you will find an example created using the Erlang simulation commonly used to determine required staffing levels for answering incoming calls.

Assumptions:

Percentage of calls answered within 30 seconds : 98%

Average time to handle call: 90 seconds

Note*: just a 10% reduction in peak incoming call volumes results in 1 less staff needed.

“We had over 20,000 hits to our knowledge base when we released our massively-multiplayer online game title. Fuze allowed us to easily handle this surge in support requests. The amount of redundant questions being posted in our message boards and in email dropped by 90% as a result of utilizing Fuze Suite. The Fuze team originally hosted our help server, allowing us to get up and going quickly, then helped us convert seamlessly to our own servers once we were ready. Fuze's flexibility and customer-service focus makes them a great partner for Cyber Warrior, and would greatly compliment any company looking to provide their customers with top-notch service." --Julia Howe, CyberWarrior

5. Divert any of your incoming calls and save big!

A recent Jupiter Media Matrix reports suggests that consumers expect that their email is answered within 4 hours. You may be saying "4 hours! That has got to be expensive to support!" However, 4 hours to respond to someone is a cakewalk compared to the 30 seconds to 2 minutes a consumer will wait in a phone queue before dropping off! And, the Fuze Suite provides all the tools necessary for you to meet or exceed any service level you set! Get more of your consumers to use your online channel and save big!

6. Stop having staff look up the same answer multiple times and save big!

How many times does your staff look up the same answer to resolve a customer or internal issue? If you're like most companies, your team burns a lot of time. Reduce the amount of redundant research completed within your organization and save big!

7. Stop losing staff knowledge when they leave or are transferred and save big!

You spend a ton of dough to get and keep your staff up to speed on your products, services and internal procedures! And every time they leave or are transferred, your investment in training is largely lost. Make it easy to retain and disseminate the knowledge of your staff throughout your organization and save big!