New online customer care suite for NPR

National Public Radio (NPR) has new online capabilities through its Web site that which allow it to provide seamless customer service across all support channels and maintain the loyalty of its millions of listeners worldwide. The private, non-profit organization produces and syndicates news, music and cultural radio programs to more than 900 independently operated non-commercial member stations.

NPR chose the Fuze Suite from FuzeDigital, a provider of social business software for multichannel customer care, knowledge sharing and communities. Through tight integration with NPR’s Web site, the suite allows listeners to easily find answers, request assistance, contact a show, submit ideas or corrections and locate a program segment they heard, FuzeDigital reports in a recent press release.

Joe Hagen, senior manager of NPR Services, says, “It’s important that we have a comprehensive system that delivers powerful self-service and assisted-service options while being easy to administer. We wanted a system that ensures we deliver exceptional and timely customer service to our listeners efficiently and accurately.”

FuzeDigital describes its suite as a flexible, responsive system that extends a robust set of modules, including a community knowledgebase; reputation engine; case, contact and feedback management; chat; secure inbox; reporting and dashboard; online communities; multilingual sites and custom integration.

Fuze Digital reports that NPR will use its hosted, on-demand solution delivery model.