SEATTLE – Fuze Digital Solutions LLC said it will soon be offering what it calls the first solution in the Web self-service industry to reward community contributors to a knowledge base.
Fuze's knowledge base self-service solutions are currently in place at more than 70 organizations, including more than 50 credit unions and banks.
The company said it has filed a patent application for its latest iteration, KB 2.0, which uses Web 2.0 technologies such as online forums and Wikis to facilitate contributions by outside users.
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The solution rewards participants and provides better support content that can be shared with internal stakeholders such as call centers and member service representatives, the company said. Channels for sharing knowledge can include FAQs and articles on the Web, e-mail, chat and phone.
"Our new technology enables organizations to actively leverage the wisdom of their communities while still ensuring the content created has undergone sufficient reviews as warranted by who is using the content and how it's used," said Chuck Van Court, president and founder of Fuze (www.fuze.com).
"Protecting one's brand is a must, but so is leveraging the practical and collective insights of people actively using the content. Our new technology supports both of these important needs," he said.
The company said it expects KB 2.0 to be available later this year.
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