Wix Answers is an advanced customer support solution that was initially developed by the team at Wix for supporting over 120 million of their users. This help desk software is now available to anyone and everyone. You can now create a custom help center, a ready-made call center, built in ticketing system, a knowledge base, and an embeddable help widget to set your customer support game straight.
It also helps you take better decisions by providing you with an in-depth report and insights on all your data. Making customer support service as simple as possible and as fast as possible for both your customers and yourself is what Wix Answers is good at.
If you are looking forward to use Wix Answers as a help desk software, sign up and start exploring it right away. This review touches upon some of the main features offered by their platform and how you will be able to benefit from it.
The Help Center
The help center, which is part of Wix Answers is a place where your customers will be able to access knowledge base articles, videos, and tutorials to better use and understand your product and service. The help center can be customized to reflect the look and feel of your website.
You can now empower your customers to look for answers to queries using the search bar. They can explore the written content in your knowledge base articles. The help center is customizable, the capabilities of the platform include changing the template of your choice, page colors, text and titles, logo and favicon, background image, header and footer, icons for categories, and adding a custom script to the help center as well.
A ticketing system that supports multiple channels
Wix Answers makes it easy to create a ticketing system, using which you can resolve your customers’ queries and issues in a systematic and a well-organized manner. Wix Answers also gives a ticketing solution that enables you to accept tickets via various platforms, including email and Facebook.
Wix Answers also helps you set up a call center with ease. Your teams can provide support via phone calls as well. The help desk software allows you to queue all the calls and helps you with making sure that they are all channeled to the right agent who is well suited to deal with a particular subject.
There is a callback mode baked into it as well, that gives your customers the option to set a time they want to be called back, instead of waiting on hold. They can also specify the questions and details that they are not sure about.
The system also allows multiple agents to chime in on a single call, to provide a better support.
Wix Answers introduces a Help Widget. Aimed to provide your customers with easy access to your knowledge base and ticketing form from anywhere on your website. It makes sure that your customers don’t have to navigate through a bunch of pages to get help.
Assigning Team Members
To provide good customer support, you need a team of multiple members. Each and every team member might be specialized in a specific area. With Wix Answers, you will be able to provide different access levels by using the user permissions feature.
Wix Answers has two different user levels for team roles amongst your support staff. You will be able to assign them roles based on their functions:
Admin: Admin is the one who will be able to manage the major settings and customize the knowledge base content. They will be able to carry out all the other functions of an agent as well.
Agents: This is kind of the default role for all your support staff. They will be able to carry out all the basic functions that are related to tickets and articles.
Gain Actionable Insights
One of the primary reasons behind establishing a Self Help Center powered by Wix Answers is so that customers can attain a sense of accomplishment and solve their own queries. At the same time, it reduces the amount of resources you have to dedicate to answer customer queries. But how do you know that the Help Center is working as planned?
With Wix actionable insights, you can get an in-depth look at how your customers are interacting with the website as well as the products being sold. There are also dedicated support metrics which gives you valuable insight on how successful your customers are at using the self help center.
This powerful tool also comes with a robust set of analytics that helps you pinpoint pain points in the website design or general customer grievances. This of course leads to higher conversion rates as you can now single out the bottlenecks in your website performance as well as design.
I hope this article was useful for you to learn more about the best features of the new Wix Answers and how you can use it to grow your business. Make the most out of it. If you have any doubts with regards to this, let us know through the comments and we will be glad to help you out. If you have any suggestions regarding how we can improve the article, let us know them through the comments as well for us to improve.
Do you have any other reservations against getting yourself a Wix subscription? Are you using any other customer support systems at the moment? If you are an existing Wix user, what is your experience using Wix for your website needs? Let us know through the comments.