Providing Prompt, Consistent and Accurate Assisted Support (Page 2 of 4)
When stakeholders need assistance from your staff, the Fuze Suite ensures that you consistently provide outstanding support. Whether the inquiry comes from a customer requiring help about using a product, a partner asking about how to sell against a competitor, or staff needing assistance with a stock plan, the Fuze Suite delivers the information they need. Depending on the nature of the inquiry, Fuze Suite routes it to the appropriate person and manages the response to meet associated service levels.
To ensure consistent answers from all staff, the Case Management component is tightly integrated with the Community Knowledge Base. When relevant content is available to resolve the inquiry, staff can easily send the content or a link to the stakeholder. When relevant content is not found, staff can request help from others using the Find Expert functionality, or they can post a question in the Community Answers section to request help from stakeholders internal and external to the organization. Once a response is provided, support staff can submit the new Q&A to the knowledge base, which automatically routes it through any defined change control process. When real-time support is required, the Fuze Suite Chat module is fully integrated with the Community Knowledge Base and Case Management. Chats can easily be transferred into your incident queue for further follow-up by support staff.
The next pages speak to how our Contact Management component provides an effective 360º view of the contact, and how Community Answers opens up assisted support so stakeholders can receive support from other stakeholders.