Introducing Wix Answers: a new customer support solution

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If you run a website where users typically require support or look for a section that answers the questions they have about your product or service then Wix Answers is the perfect help desk software for you. The following article will look at the general features of the product and how it can help your business.

When looking for a help desk software for your business, there is rarely a one size fits all package which offers both ticketing AND gives you a freedom of a ticketing system. Wix answers is the solution you have all been looking for. So the first question we need to address is ‘What is Wix Answers?’ Let’s take a look further.

Wix Answers is the help desk software that was built and used by Wix to support over 120 million of their own users. It’s relatively easy to set up and is absolutely free to use. It has a range of features which we will explore further below, which all work in an integrated platform in a way which is easy to use and in a way which keeps it easy and manageable to support your online customers.

Help Centre

Wix Answers comes complete with a knowledge base, built-in call centre, multi-channel ticketing system which all work seamlessly together. And with actionable insights, you’ll get data to help you better understand your customers and their needs. Thanks to Wix Answers, you are able to power the help centre, call centre and entire ticketing system as one integrated platform. This is a really handy feature as everything can be managed in one system very easily without the need to manage multiple channels of communication via separate platforms.

Built-in Call Centre

Of course It’s important to keep your customers happy, and in order to keep them happy you need to be able to offer a high level of customer service. With Wix Answers you can make and take calls from your own 1-800 number, and customers can request a callback.

This is so important for any online business as your online reputation can make or break your business. Easily manage, track and prioritize support tickets from multiple channels and however customers get in touch, email, phone or social media; you can answer them more efficiently direct from your customer service software.

Send guides or articles right from your knowledge base and you can get automatic article recommendations, and add custom fields to contact forms for more accurate customer information. You can also embed a widget into any part of your website to let customers access articles and tutorials from your knowledge base. The widget can also be used to link to your ticketing system; meaning that users won’t have to search high and low for ways to get in touch with you.

Customer Insight & Data

Gaining knowledge and insight into your customers can never be taken for granted. Data is key to any online business to be able to better understand how users interact with your website. With Wix Answers you can take advantage of the such data as 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.

Multi-lingual support centre

 If you have international customers, then Wix answers offers a translation service for your product guides and information. Currently it includes English, Chinese, French, German, Italian, Korean, Polish, Japanese, Portuguese, Russian and Spanish so as your business grows you customer base can too.

Setting up ‘answers’ is quick and easy!

Setting up Wix Answers is quick, easy and 100% customizable. Follow the 5 steps below to get started:

  1. Sign up to wixanswers.com
  2. Enter your business’ name.
  3. Pick your primary language.
  4. Choose your Wix Answers URL.
  5. Welcome to your knowledge base. Now you can start to customise your help centre, add articles to your knowledge base and configure your support channels. And just like that, you’re good to go!

Summary

For any business that operates online, having an effective and robust customer service platform has never been more important in our digital age. Having a simple to use platform which can deal with all different elements of customer support in one integrated platform is essential. Wix makes it simple to provide top class customer support for your business, gives you loads of useful tools for improving customer experience and optimizing your business model.

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