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  • Knowledge Base
 
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  • 1. I want to go ahead with the AnswerBook Product. What is my next step? Views: 68
    Preview
    CU*Answers along with our partner FUZE Digital Solutions, can provide a software demonstration, on-going training and support. You can discuss pricing, request the Purchase Contract, receive a Getting Started Guide with a Project Task List by contacting Laura Welch-Vilker, Manager of Education Services at lwelch-vilker@cuanswers.com Want a little more information? Dial into www.fuze.com or www.cuquestions.com .
  • 2. Does CU*Answers use call tracking and management software? Views: 68
    Preview
    Yes, a digital help desk system is utilized called the AnswerBook . All client contacts (phone, email, fax) are recorded and tracked in this tool. Credit Union employees can also use the option to submit a question to the team. The AnswerBook also provides a knowledge database that covers not only CU*BASE topics also topics related to CU*Answers and the credit union industry. It does not duplicate the online help, but adds pertinent information about credit unions' most commonly asked questi  More...
  • 3. Why should we use the AnswerBook's personal finance knowledge packs and calculators? Views: 56
    Preview
    The AnswerBook content affords several benefits not available from other providers. In addition to being written in language that is easy to understand, our knowledge pack items provide the following unique benefits: 1. Better reinforcement of your brand and better user experience. You want the content to look like it is part of your site and part of your delivery. Personal finance content can help your consumers appreciate the breadth of your financial knowledge and services offered. The  More...
  • 4. What are the AnswerBook's knowledge packs? Views: 52
    Preview
    The AnswerBook's knowledge packs are comprised of broad and understandable personal finance content and calculators. The information contained in the knowledge pack items does not offer advice, but rather provides information relevant to various life events. Each knowledge pack item includes a "terms of use" link to restrict your liability and help ensure proper usage. In addition to providing great information themselves, the knowledge packs include links to hundreds of other Web sites, but car  More...
  • 5. What are the benefits of AnswerBook? Views: 50
    Preview
    The AnswerBook was developed specifically to make it easier for credit unions to better educate and serve their members. A side benefit of providing outstanding member service and ensuring that members are educated and in control of their financial well-being is increased loyalty and greater product and services usage. However, unlike CRM applications, the AnswerBook is not focused on directly increasing sales -- a good thing, we think, and a philosophy that is sure to be embraced by your member  More...
  • 6. How will AnswerBook reduce my email/phone inquiries and improve the usability of my web site? Views: 22
    Preview
    With AnswerBook, your members, staff and prospects (i.e. consumers) can get answers to their questions 7/24.. And, as new knowledge articles are added from questions not found in your knowledge base, your knowledge base naturally grows allowing more consumers to help themselves and significantly reducing the number of email inquiries. In fact, several studies have found up to 85% of consumers' questions can be answered by a robust and dynamic knowledge base. Did you know that for consumers the  More...
  • 7. I have registered my Profile in the Answer Book. What if my email address changes? Views: 21
    Preview
    You can edit your Profile information at any time.
  • 8. How can I look up questions I have asked in the Answer Book? Views: 19
    Preview
    From your GOLD screen, click the Answer Book icon at the upper right-hand portion of your screen (it appears as a book with a question mark on it). On the Answer Book page that appears, click the "Past Questions" link at the top. You will be prompted to log in to the Answer Book (If you have not used the Answer Book before, there is a link from which you can register. A valid e-mail account is required). Log in. Your questions will appear, beginning with the most recent question asked. There  More...
  • 9. Is the Answer Book Available 24 hours 7 days a week? Views: 19
    Preview
    Yes, Because the Answer Book is an internet solution, it is accessable from any PC with Internet capability. From our website www.cuanswers.com , Choose the "client" selection on the left.Then, under "Docs Information, choose "Answer Book", then click on the 'Answer Book Icon in the middle of the screen. or Use the following link: https://kb.cuanswers.com/cuanswers/consumer/search.asp Knowledge Base Q&A
  • 10. What does the "Alert" function do? Views: 16
    Preview
    You may have a specific interest in one or more of the knowledge categories. In your Profile, you may choose any of the areas of interest. When items within your chosen categories are updated or added to, you will recieve an email "alert". Then, at your convenience you may review those items. New information,
  • 11. What does the AnswerBook knowledge base look like? Views: 15
    Preview
    You're looking at it right now! Check out the AnswerBook on our site by clicking here: https://kb.cuanswers.com/cuanswers/consumer/search.asp However, when you sign up for the AnswerBook, we'll run your credit union name, product names, and colors through a template process to make it fit with the look and feel of your site. See, it's your branding that matters -- not ours!
  • 12. Why do I have to register my contact information in the Answer Book? Views: 14
    Preview
    The Answer Book provides access to "Finding Answers" and "Ask a Question" with no pre-registration. But there are advantages to having a registered "Profile". You will be able to see your "Past Questions" and use the "Alert" function. All that is required is an email address, your first and last name and a password. To register, choose "Profile" and follow the instructions!
  • 13. What does the AnswerBook's online inquiry form look like? Views: 13
    Preview
    Have a look! The AnswerBook's online inquiry form is the same one you use to ask us a question: https://kb.cuanswers.com/cuanswers/consumer/question.asp Your AnswerBook users (staff, board members, members and prospects) can securely ask questions online and get their answers securely, too. No need to worry about members including account numbers or other private information over not-so-private email. Plus, secure email is a valuable option for your members who do not use online banking to  More...
  • 14. How can I view all of the questions my credit union has asked? Views: 13
    Preview
    Contact Client Services and we can provide your Profile with this capability.
  • 15. What does it take to get started with the AnswerBook? Views: 12
    Preview
    The AnswerBook can be seamlessly integrated with your Web site within a couple of days. The amount of time it takes varies on how you plan to use the product and the number of staff using the product. Your knowledge base is pre-populated with 300 "seed items" (commonly asked questions of credit unions) and a category structure that makes the organization of your knowledge base a breeze. You can also add your own Q AS by cutting and pasting your existing content from any application or Web p  More...
  • 16. Does the Answer Book contain the information found in CU*BASE On-line Help? Views: 12
    Preview
    The Answer Book is yet another source for valuable information and may link you to the appropriate On-Line Help page(s) or Reference Documents, or web site addresses. This way, we do not repeat information, but provide your answers in a consolidated way. CU*BASE
  • 17. How does AnswerBook help to better understand our members' needs? Views: 10
    Preview
    The AnswerBook allows you to digitally capture rich member information naturally as part of the support process. Regardless of the support channel used, the AnswerBook captures and disseminates information about questions asked, information viewed, feedback provided and customer satisfaction either directly or indirectly communicated to staff. This information is then available to look at your members from an aggregate and individual basis, allowing you to proactively refine your products a  More...
  • 18. How do I use the KEYWORD search? Views: 10
    Preview
    The KEYWORD search will look for any word in the Questions, the Answer, Related Links, and items listed in the KEYWORD portion of the item. Using the functions under your keyword entry, you can further refine your searches.
  • 19. Can I sort my search results in different ways? Views: 10
    Preview
    Yes. You can sort by answer popularity (most viewed question), newness (helpful for reviewing any "alerts" you may have received), user rating or category. questions answers order find
  • 20. The partnership between CU*Answers and Fuze Views: 7
    Preview
    AnswerBook is far more than a great online self-help and assisted-service delivery. AnswerBook comes from a partnership between Fuze Digital Solutions and CU*Answers . This partnership is focused on building a community of digital users and harvesting the results of multiple databases, reflecting the needs of credit union employees and members -- building scale and therefore gaining insight for everyone involved in the community. MemberLink
  • 21. How does the CATEGORY search work? Views: 7
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    You can look for your answer in the specific category you feel would apply. There can be multiple levels of subcategories to further refine your search. Using the KEYWORD and CATEGORY search functions together will help you zero in on the answer you need.
  • 22. How will AnswerBook keep my staff up to speed? Views: 5
    Preview
    At the heart of the AnswerBook is a knowledge base. A knowledge base is a central place where you can digitally store information for easy retrieval at a later time. Your AnswerBook's knowledge base contains questions and answers and topics and articles. This knowledge base is comprised of public knowledge items for external access and private knowledge items for internal, or staff, consumption. Utilizing user-friendly tools, information is easily added to the knowledge base by your member-  More...
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