This morning, we launched our new customer support resources, known as the FuseBox. These new resources will help clients get answers quicker and get the helping hand they need to improve their experience with Infusionsoft.
This is how clients access the FuseBox from inside Infusionsoft.
Within our marketing automation software, clients will be able to access the FuseBox via the Help menu and Take me to my Support Center. The support center includes support cases (formerly, “tickets”), peer-to-peer Q&A, a ton of updated help content.
The biggest change clients will notice is the ability to interact with the content. That is, you can let us know if the article helped you, if it didn’t or if we left something out. In addition, clients will be able to log into the FuseBox in one-click. This level of interaction and simplicity isn’t found on most knowledge base systems which is why we’re glad to be working with Helpstream on this much-needed customer support system.
FuseBox is intended for customers; however, if you would like, you can browse the content by navigating to help.infusionsoft.com. Clients are automatically logged in when they use the link from within their Infusionsoft application. On the FuseBox, there are new helpful videos, best practices, help articles and a nifty Q&A area.
Going forward, we have a team dedicated to making sure the content on the FuseBox is useful. We will be making minor changes and tweaks along the way to improve our consumer experiences. If you have any compliments, feedback, questions or even complaints — please shoot me an email (joseph.manna at infusionsoft.com) and I will deliver it to the folks who can change it.
A massive kudos goes out to everyone who helped us launch this: Clate, JoAnne, Dave, Marc, Helpstream, Donna, KC, Mike, Rebecca, Brian, Joseph, Marianne, TJ, Elisa, Linda, Brad and YOU — our users. Without your valuable feedback, this wouldn’t be possible.
What do you think of the new FuseBox? We’re all ears!
Looks great!
Suggestion#1: Cleaning up the category headings, adding descriptions, and review their interaction?
Suggestion#2: The Fuse Box operates separately from the actual Infusionsoft software. Answers are best found closest to the place where people ask the questions. Seeding the backend of Infusionsoft with little “?” that link to specific answers in the Knowledge Base would reduce the number of calls to tech support; furthermore, it would would get me (the customer) the answers I need, quicker!
Flywheel,
Totally agree. We have a lot of additional enhancements coming down the road in early 2009. Totally stoked about the UI and visual tweaks in the future.
We are in the midst of fixing the “Help me with this page” feature soon. We expect it to be working correctly in mid-January.
Thanks for the feedback!
~Joe
[...] (11:39a): Don’t get caught up into the minutia of Web forms … we recently launched the FuseBox. We have a lot of stuff about Web Forms. A ton of support articles, checklists and videos are [...]
[...] we added a new way, through our Fusebox, to submit your cases online in December ‘08. Good news to report, as last week, 40% of customers did just that. Take a moment and visit it, if [...]
[...] of feedback, it’s been four months since we launched the new Fusebox and I would love to hear how it’s working out for everyone. Drop me a line and let me know. [...]
[...] team who creates content for the Fusebox aims to provide you with articles to help you adopt suggested sender practices, [...]