This report was written by FuzeDigital using the survey results compiled by GetHuman.com and includes several important insights for all personnel responsible for online support. The charts below are included in the report. To download the full report, click here .

Over the years millions of dollars have been spent on extensive studies to determine what factors influence the adoption of new technology. With billions of dollars at stake, it's no wonder why. This article attempts to boil down the findings of these studies into practical information that organizations can use to optimize the adoption of their digital channel, also known as their Web site. The adoption of new technology by people comes down to changing behavior: getting people to do something   More...

To view this presentation, click here . This presentation was presented by Tony Hildesheim (AVP-Enterprise Systems) from $1.3B WSECU for a Webinar on digital knowledge management put on by Callahan and Associates . The total duration of the presentation is 17 minutes, but player controls exist to view desired sections. Another presentation of potential interest is a video case study of Bellco Credit Union's use of the Fuze Suite. The case study covers their use of the Fuze Inbox, 2-way secur  More...

Gethuman.com Survey Results Reveal Significant Consumer Expectations for Online Customer Support Las Vegas, Nev. - October 21, 2008 - Fuze Digital Solutions and Gethuman.com announced today the availability of the results of the Gethuman Customer Service Survey: Online Service Expectations at the SSPA Services Leadership Conference held through October 22, 2008. The global survey, conducted during August 2008 and sponsored by Fuze, polled nearly 1,000 consumers on their expectations about servic  More...

In this article, read how Fuze Digital Solutions is using Web 2.0 to leverage customer information.

http://www.tmcnet.com/usubmit/2009/02/09/3974434.htm

An ASP (Application Service Provider) provides applications – and all the IT infrastructure and support services necessary to deliver them – to customers on a subscription basis. ASPs typically host applications at a remote data center and deliver them to customers via the Internet or a private network. This basic definition, however, obscures some of the complexities found in today’s ASP marketplace. For example, while some ASPs have the internal resources to provide all the s  More...

Consumers will generally only help themselves if they view it as easier and/or cheaper than their alternatives. Your frequently asked questions (FAQs) can provide your members, customers and prospects (consumers) with a way to help themselves get quick answers 24 hours a day. Rather than wading through your broad web content, your FAQs get directly to the point and make life a lot easier for your consumers. Consumers should have the choice of quickly finding the answers to their questions with t  More...

This article has been written with Financial Institutions (FIs) in mind, but most of the concepts described for developing an effective online support channel are applicable to all industries. For the reasons defined in another knowledge article , it is vital for financial institutions to get more consumers to use their online delivery channel. Unfortunately almost all financial institutions are missing the components required to make their online support channel a realistic alternative to picki  More...

Credit unions are all about people helping people and superior customer service. And since the Internet has created an “any time - any place” mentality, consumers now have expectations of immediate satisfaction. To meet the demands of this new consumer mentality, credit unions now need to offer an information application that will deliver enhanced customer service through the electronic delivery channel, consistent with other delivery channels, and give members the ability to: Get pe  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...