Wix Answers: The Best All-in-One Customer Support Solution
Thanks to the internet, we live in a time when it’s easier than ever to conduct business online. Unlike the traditional brick and mortar store, online business runs 24/7 without geographical barriers or boundaries. Customers could come from anywhere, at any time of the day (or night) with questions about your product or service. Businesses need to be able keep in touch with their customers and provide customer service over the phone and online.
Doing business online also comes with challenges. With many products or services to choose from, customers have zero tolerance for poor service. Studies have shown that a happy and satisfied customer will tell one or two people about his experience with your company. A dissatisfied or an unhappy customer will tell 8 to 10 people. So in today’s digital world, it pays off to keep your customers happy – especially when doing business online. This starts with having the right customer support software.
The challenge, however, is that most businesses, especially small businesses, lack the end-to-end infrastructure required to provide complete support solution. Unlike fortune 500 companies with millions of dollars to invest in call centers and help desk tools, most businesses do not have dedicated help desk or support team. Which is why a smart customer support solution, as well as creating knowledge base articles, is a crucial aspect of any thriving business with online presence.
Simply launching a website is not enough, every online business needs to be able to address customer concerns, typically submitted via multiple channels including email, phone, and social media channels, answer customers’ questions, and respond to their comments and feedback. This is exactly the problem Wix has solved. For the first time, Wix is making its very own help desk software, Wix Answers, available to everyone, for free so that business owners can focus on building their business.
Founded in 2006, Wix is a leading global software platform for small businesses that operates online with millions of registered users in 190 countries. Wix was founded on the belief that the Internet should be accessible to everyone to develop, create and contribute. Through free and premium subscriptions, Wix’s powerful technology empowers millions of businesses, organizations, professionals and individuals to take their businesses, brands and workflow online. Wix ADI, the Wix Editor and a highly curated App Market enable users to build and manage a fully integrated and dynamic digital presence.
What is Wix Answers?
Wix Answers is an all-in-one comprehensive help desk software solution that provides you with the tools you need for customer and business support, basic functions are free. The help desk, ticketing system, and call center software, among others, are built right in the Wix system as one integrated platform. It is used by Wix to support its 120 million users and used in eight languages by 1200 support agents who access it throughout its global offices in Tel Aviv, Miami, San Francisco and Kiev. What sets Wix Answers apart from the competition is the ease of use and the fact that all the tools required for a complete customer support solution are integrated together in one place.
With Wix Answers, you can create your own help center that fits your business branding, manage and track tickets from multiple channels – phone, email, Facebook, your help widget and more. You can create and assign tickets to groups or individuals. Your team members will be notified whenever they’re mentioned in a ticket.
Setting up Wix Answers is quick and easy with no coding required. You’ll be assured of a seamless integration and ease of use, especially with Wix’s reputation of packing powerful tools in a user-friendly interface. It’s developed for all types of users: those who use Wix, professionals, SMBs, and enterprises as it’s highly scalable and flexible.
Wix Answers comes with an array of help desk, ticketing system, and call center, and customer support features that all work together to deliver a complete customer support solution. Below are the major benefits of using Wix Answers:
Ticket management for multiple channels: Wix complete support solution does all the heavy lifting for you by streamlining all your customer support tickets coming from various channels. You can manage and track tickets from multiple channels – phone, email, Facebook, your help widget and more. Tracking these support tickets efficiently allows you to accurately and immediately respond from your customer service software by sending articles from your knowledge base or automatically providing article recommendations. You can also improve contact forms by adding custom fields to gather more information about your customer.
Call center: Your business can now take advantage of Wix unified support channels in a single customer support system. You can also maximize your ticketing system and knowledge base with your built-in call center. You can ease your customers concerns by offering everyone phone support. You can also make and take calls from your very own 1-800 number, and customers can also request a callback.
Make Team Communication Easier: You can add internal notes to a team or individual discussion to help you stay up to date, or send an announcement to your entire team. Your agents will get an instant notification whenever they’re mentioned in a ticket, so that they can take action.
Team Performance: Wix Answers helps you to track your team’s performance by checking how many tickets they’ve handled, closed and their customer satisfaction rating.
Knowledge Base and Smart Suggestions: You can create and manage all of your valuable and useful tutorials, guides, FAQs and more in one resourceful place. This way, your users can find answers to their questions, browse through articles and find the help that they need in your help center. You can automatically recommend articles to customers based on what they’re asking in their support tickets.
Actionable Insights: With a centralized system, you can easily see all of your stats in one place, find out what your customers are looking for and see how your support team is performing. It also provides you with an overview of your team’s performance, ticket response times and customer satisfaction ratings so that you can use it to assess and improve your overall support experience.
Overview of Wix Answers Features:
• Ticketing System
• Help Center
• Rule Engine
• Multilingual Support
• Ticket History Log
• Advanced Filtering
• Web Hooks and Api
• Knowledge Base
• 100% Customizable
• Translation Workflow
• Privacy Settings
• Call Center
• Cloud-based Call Center
• Interactive Voice Response
• Live Dashboard
• Call Routing