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Evo Achieves Over 15 Times Payback Using the Fuze Suite
Customers rely on FuzeDigital for online self-service answers
For the fourth consecutive year, specialty retailer Evo achieved 4-digit ROI from using the Fuze Suite customer care software provided by Fuze Digital Solutions. The call and email deflections made possible by this self-service knowledge base resulted in savings of approximately $270,000 during 2008.
Seattle, Wash. - (March 13, 2009) – Multichannel merchant evo announced today that during 2008 they realized a return on investment (ROI) in excess of 1500%, marking the fourth consecutive year of 4-digit ROI from using the Fuze Suite. Evo sells skiing, snowboarding and wakeboarding gear and apparel via its e-commerce Web site at www.evogear.com and in a Seattle retail location. They utilize the on-demand model of Fuze Digital Solutions’ customer care software, the Fuze Suite.
The approximately $270K savings from using the Fuze Suite during 2008 were determined based on estimated reductions in emails and calls. To provide a conservative approximation of savings, the cost to handle calls and emails was set at $2.00 each and it was assumed that 1 in 20 knowledge base views resulted in a call deflection and 1 in 10 knowledge base views resulted in an email deflection.
Said Shilo Jones, evo’s President, “Especially during these tight economic times, it’s vital that we control our operating costs without compromising the consistency and high quality of our customer care. Fuze enables us to achieve that throughout the year and especially during our seasonal peaks.” Click here to hear Jones tell how the Fuze Suite has helped evo.
Chuck Van Court, President of Fuze remarked, “evo has been a great partner with Fuze with their passion to provide superlative customer care. We’re pleased that our solution is able to greatly reduce their operating costs, while giving their loyal community an easy access point to quick answers.”
Evo uses the Fuze Web services extensively to extend Fuze knowledge base content seamlessly on their Web site pages, which is critical to ensure that their knowledge base content provides the greatest possible contribution to evo’s domain search rankings.
Nathan Decker, evo’s Senior Human of eCommerce, explains, “The Fuze knowledge base and Web services have made it fast and easy for us to quickly create and publish content to our Web site. I also appreciate that I can cut through support layers quickly to connect with Fuze technical resources as necessary.”
“We recognize that our customers’ knowledge base content is an important asset that they must be able to fully leverage even when the content resides on our servers,” added Van Court. “Our Web services make it easy to repurpose their content to any Web page on any device.”
Seattle-based evo is a specialty retailer rooted in the board and action sports world that explores the collaboration between culture and sport by seamlessly joining fashion, music, art, and sport. Through unique events, movie premiers, art exhibitions, and partnerships evo is simply providing a venue to share its love. Passion for building community is a driving force, both on a national level with www.evogear.com and locally in its Seattle Ski and Snowboard Shop.