This review was last updated
This CRM Review examines Fuze Digital.
In-Depth CRM Review
Fuze Digital Solutions, LLC
12819 SE 38th Street, Suite 505
Bellevue, WA 98006-1326
CRM Category: Customer Support – Cloud
Sub-Category: Web Self Service
Seats: Small Enterprise
About the Company:
FuzeDigital was founded in June 2002 with a small investment from our founders’ friends and family. Beginning in our second year, FuzeDigital became profitable and has remained so since, while growing the business to more than 150 client companies in diverse industries, including an impressive number of large, multinational firms. Today, we are debt free, have a proven business model and value proposition, and have the financial strength to withstand virtually any economic challenge. Numerous investors and venture capitalists have recognized our success and future potential; however, we have never considered their offers, believing instead that staying true to our customer focus, rather than pandering to the expectations of short-term investors, is a better long-term strategy.
FuzeDigital is an employee-owned company comprising seasoned professionals with many years of relevant business experience. Most of us have had to rely on vendors in our prior career experience and intimately understand what’s at stake in your relationship with FuzeDigital. The fact that more than 97% of our customers renew their service agreements is testimony to our ability to deliver consistent value – especially considering that those agreements allow the client to cancel at any time without penalty.
Over the years, we have aggressively improved the Fuze Suite solution by relying on customer input and market intelligence. Today, we offer a stable, proven, modular application that can seamlessly scale to meet our customers’ diverse business volumes and needs.
The Fuze Suite has had an average of less than 4 hours of scheduled downtime per year since its launch. Unscheduled downtime has totaled less than 18 hours over the last 8 years – with 13 of those hours resulting from a single infrastructure-wide failure several years ago. Remedial and preventive measures were taken and the failure has never recurred.
About the Product:
The Fuze Suite, a Web-based, robust yet easy-to-use and affordable software suite, enables companies to build and sustain customer loyalty by providing outstanding and consistent care across all support channels. Its modularity lets companies use and pay for its integrated components when needed.
Functionality includes a knowledge base, email and contact management, 2-way secure communications, feedback management, chat, personalized e-Alerts, usage analytics, single sign on and personal finance knowledge packs.
Fuze has patent pending technology supporting the first KB 2.0, which facilitates, motivates and rewards community members to participate in improving knowledge base content.
Fuze Web Services allow for flexible, fast and customized integrations.
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Rich’s View of Fuze Digital:
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