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a Customer Service Solution for Small Businesses

It’s widespread wisdom lately that for those who’re making an attempt to promote a product, you want an internet presence to point out it off with. Even so, your product loses a lot of its worth if your clients can’t work out learn how to make it work. That’s why your on-line help system may be a make-or-break asset. Based on a 2011 research by Oracle, roughly 9 out of 10 individuals who don’t get satisfactory customer help from a enterprise will depart them for a competitor shortly thereafter.

Since there’s a lot strain to get issues right the first time, a buyer help system can appear very tedious, time-consuming, and costly to set up and keep - particularly if both process isn’t completed effectively. That’s why Wix, a firm recognized mainly for its web site creation platform, has stepped in to ease the burden with its new service: Wix Solutions. We’re going to provide you an in-depth introduction to it right here.

What is roofed in this article

Let’s start by analyzing the place Wix Answers got here from and what it may do.

What’s Wix Solutions?

Wix Answers is a buyer help framework that permits companies to easily create practical and responsive assist facilities on their web sites. It has tools for creating information bases on merchandise, answering help requests, giving over-the-phone assist, and even aiding in actual time by way of reside chat!

An example of a help center created with help desk software

The service is predicated on the design of Wix’s personal help middle platform, and now Wix is loaning its architecture out to anybody who needs to use it. It’s a good way for a business to get a head start on placing collectively a complete and integrated buyer help system. This is especially useful because, as was discussed in the introduction, having one as soon as attainable is crucial for retaining clients.

How does Wix Solutions work?

Wix Answers incorporates four separate providers: a information base, a assist ticketing system, a name middle, and a stay chat perform. You merely choose which tools you need to use for your buyer help suite. All of them combine with each other to offer what you are promoting with a seamless assist system.

A list of help desk components offered by Wix Answers

Here’s an instance of how the providers can all work collectively when a customer needs to know one thing about your product or service:

  1. The client seems to be by means of your information base to attempt to answer their own question. They find a basic article about associated options, but nothing particular.

  2. The client indicates that they need extra help and fills out and submits a help ticket.

  3. A member of your group who’s conversant in the subject sees the request within the ticketing system. They will additionally see help articles the client has already checked, in addition to search for other assets that could be useful.

  4. The agent can reply to the request via text messages (including hyperlinks to relevant content in the information base or elsewhere), and/and even a telephone call if the decision middle is out there and the difficulty is urgent.

  5. The agent can write a personal report within the ticket of how the request was resolved, in addition to report the telephone name for further reference. They will then point out one other staff member to convey the new problem to that individual’s consideration.

  6. The agent can create a new article in the information base that solutions the client’s particular query for anyone else who might have it in the future.

  7. Based mostly on the recognition of certain help points, the remainder of your staff can plan and implement new features for your services or products. Your small business grows, and your clients stay pleased!

If you want to see it all in motion, watch this video.

Wix Solutions features

Earlier than we dive into the specifics of what every major part of Wix Solutions is able to, right here’s a fast listing of a few of the issues the service provides as a entire:

  • Cloud-based - Wix Solutions is actually a net app, so you possibly can access and use it from pretty much anyplace you will get an Web connection. No obtain or set up required!
  • Multilingual - Assist a world viewers by translating your help articles into 15 totally different languages: English, French, Spanish, Portuguese, German, Italian, Russian, Polish, Japanese, Korean, Chinese, Dutch, Danish, Swedish, and Norwegian!
  • Modular Connect Wix Answers to many other in style apps to increase its capabilities, including Facebook, Salesforce, Slack, HubSpot, Zapier, and Jira. You can even use its APIs and SDKs to have it speak to your personal purposes and create your personal customized features!
  • Searchable - Let your clients find the answers they’re wanting for, even if they aren’t immediately on your website! Wix’s industry-leading web optimization will assist your articles get observed shortly on Google Search and other main serps.
  • Insightful - Every device in the Wix Solutions suite comes with its personal analytics system, letting you monitor issues like your commonest help points, best-performing service agents, and most-requested features. This lets you make data-driven selections on the right way to enhance not solely your customer support, but in addition what your corporation writ giant delivers!

Now we’ll look a little nearer at the separate elements of Wix Solutions, and the issues that they will do to supercharge your customer service recreation.

Information Base

Sample of a knowledge base created in Wix Answers

The Information Base is the guts of your help middle, where clients will come to see if they will find a quick reply to their situation. Wix’s information base software makes it straightforward to create a professional-looking database of assist subjects that’s not only user-friendly to navigate, but in addition accessible in a number of languages.

  • Decide a Wix template to customise the look of your help middle to match your branding.

  • Create several types of assist articles, from tutorials to bulletins of recognized bugs to polls for requested features.

  • Add pictures, videos, and other varieties of content material to your articles similarly to how you’d edit a Wix web site.

  • Translate your articles into certainly one of 15 totally different languages to extend their accessibility.

  • Manage your articles into a hierarchy of categories and sub-categories for straightforward reading.

  • Link to information base articles from inside the ticketing system to supply clients further context and help.

Ticketing System

A mock-up of the Wix Answers ticketing system

The Ticketing System adds a extra private contact to your help suite, allowing clients to instantly ask questions on your services. You and your workforce can then manage and respond to inquiries based mostly on the urgency of the state of affairs and who knows probably the most about the subject matter.

  • Obtain tickets from totally different channels, together with an on-site contact type, your e-mail handle, a telephone name, and even your company’s Facebook web page!

  • Type and filter tickets by those which might be open, at present assigned to you, spam, and extra.

  • Create “Saved Replies” to efficiently respond to issues repeatedly brought up by clients.

  • Assign tickets to teams or individuals based mostly on their familiarity with the subject.

  • Modify the precedence of tickets to remain on prime of probably the most essential considerations.

  • Add notes to a ticket or regulate its standing to indicate how close the difficulty is to being resolved.

Call Middle

An illustrated representation of the Wix Answers call center

The Call Middle offers a technique of one-on-one drawback fixing for your customer help system, permitting you to interact with clients in actual time to work by means of difficult issues. Additionally, just like the ticketing system, it provides clients an avenue to ask particular questions that the Information Base might not have the reply to. And it enables you to route those inquiries to the people who can reply them greatest! Remember to give your staff some training on how you can reply customer support calls in case you use this one.

  • Use as many telephone strains as that you must properly route your calls. You’ll be able to even port your present business quantity!

  • Input your enterprise hours in order that clients get an automatic response if they call a sure line during non-work hours. Or maintain a line open 24/7 if you need.

  • Arrange Interactive Voice Response (IVR) choices to assist clients direct their inquiry to the correct place each time.

  • Create separate calling queues to arrange incoming calls based mostly on concern, language, and so on. Then assign workforce members to queues based mostly on their areas of expertise.

Stay Chat

Sample of a chat widget powered by Wix Answers

For customer support that goes above and beyond, you need the stay chat function. It permits you to place “widgets” at strategic places in your web site, in order that clients can get fast help with out having to go away the present page they’re on. Plus, you possibly can access your information base or ticketing system proper from the chat window, so you possibly can effortlessly assist your clients in real time.

  • Create chat widgets that fit your model with customizable colours, shapes, and fonts.

  • Embrace strategies out of your information base in your chat widgets to assist clients answer their very own questions.

  • Make widgets out there in multiple languages so that clients can discover an agent in your staff who understands them.

  • Change how your chat widgets behave both inside and out of doors of normal enterprise hours.

  • Add custom code to your chat widgets to make them look or perform virtually any you need!

Wix Solutions value and pricing plans

Wix Answers Function Beginning Value
Information Base $19/month
Ticketing System $11/month
Name Middle $11/month (plus value of Call Middle credits)
Reside Chat $11/month
Complete Suite $30/month

Each bit of the Wix Answers suite is bought separately, so that you solely pay for the features you need. Should you’re unsure which of them to use, you will get a free trial and check out all of them to find out which ones match what you are promoting greatest. Or, you should purchase all 4 directly and get a 30% low cost.

Notice that the worth rates within the table above are base costs. The web value of each service depends on how many people in your group shall be using it, in addition to whether you choose to pay for it by the month or by the yr. Hold this in mind earlier than you buy a Wix Solutions premium plan.

IMPORTANT

Whereas Wix Answers is affiliated with Wix.com, it’s a stand-alone service. Subsequently, in case you are paying for Wix.com’s premium providers, you’ll be billed for utilizing Wix Solutions separately.

What are Wix Solutions Call Middle credit?

“Call Center credits” refers to out there money to pay for telephone strains and name minutes in case your Wix Solutions suite consists of the Name Middle. You begin with a $3 stability, which is deducted from for every minute of every call (inbound and outbound), as well as every month for each telephone line you’ve got.

Checking call center credit balance and purchasing more credit

So long as you’re subscribed to the Name Middle, you’ll be able to purchase further credit score at any time. Nevertheless, you possibly can’t at present set up recurring funds to mechanically restore your credit stability. When you run out of credit score (you’ll be notified beforehand), you may be unable to make or obtain calls till you’ve gotten enough credit once more.

How does the Wix Answers free trial work?

Once you first enroll for an account, you will immediately be given a 14-day free trial. During this time, you need to use any of the instruments in Wix Solutions as much as you need. When the free trial ends, you will not be charged for a subscription. Nevertheless, you may be unable to proceed utilizing any of the providers until you purchase a subscription for them.

Wix Answers execs & cons

Alright, let’s sum issues up here: what does Wix Answers do nicely, and which elements of it could possibly be improved? Listed here are the important thing takeaways from our analysis.

Execs

  • The free trial is definitely free - You aren’t pressured to enter cost info or choose a premium plan earlier than beginning the free trial. This gets around the annoying “gotcha” of getting charged after a free trial is over because you did not cancel it in time.
  • Straightforward setup - Taking inspiration from its in style web site creation software program, Wix has made getting every of the tools in Answers up and operating a tidy and distraction-free process.
  • Translation function increases accessibility - The built-in function to translate and localize assist articles into 15 totally different languages permits you to cater to a world audience.
  • Interoperable elements - Though each device is bought individually, they’ve every been designed to work seamlessly with the others if they are a part of your suite. Meaning you can do things like write new assist articles or make a service call right from a help ticket, with no additional setup required!
  • Added analytics tools - All Wix Solutions tools come with built-in analytics features, so you can’t solely help out your clients, but in addition make higher selections about how to assist them. See what issues are the most typical together with your merchandise, who’s doing the perfect job at aiding clients, what new features your clients want to see next, and more!

Cons

  • Costly for greater groups - Since the price of each device is predicated partially on how many staff will probably be using it, it’s higher for small or medium-sized businesses. Having a giant workforce really drives up the worth. This is very true for the Call Middle software.
  • Do-it-yourself integrations - The template-based interface is designed to be straightforward to use, but this will typically restrict advanced design and coding. Whereas there are a few integrations with widespread providers, some well-liked ones that may be present in competing solutions need to be created manually in Wix Answers.

Consumer critiques of Wix Solutions

However hey, don’t just take our phrase for it! Listed here are what professionals and businesses who have used Wix Answers before have needed to say about it - both the great and the dangerous.

Constructive suggestions

Shopper Remark Logo for Fiverr “Answers’ Knowledge Base is much better than other solutions we’ve used in the past. The user interface is easy to work with! The CSS is easy to customize and add custom scripts. I also love the help widget. I’d absolutely recommend Wix Answers.” Logo for Wonderbly “Wix Answers’ simple to use interface lets us create and update articles quickly and easily, and the organization and managing of our multilingual content has never been easier. Wix Answers allows us to offer incredible help centre content while saving time for what really matters – our customers!” Logo for Yotpo “Wix Answers has provided us with the tools and solutions to create and manage hundreds of visually stunning articles. Thanks to a streamlined interface and advanced customization options, documenting and sharing knowledge with our customers has never been easier!” Logo for PowToon “After having used most of the major players’ solutions, I can confidently state that Wix Answers is the best. They have clearly and effectively taken all the best features from major helpdesks and built a solid platform fit for teams of any size. Wix Answers is a cutting edge help desk software.”

Criticism

Shopper Comment Score
Michael I.H. “I believe that it would be great to allow users to add comments and feedbacks [sic].” 3-star rating
Nisam V. “The template, once chosen, cannot be changed further and [is] not suitable to make large and complex websites. [For] some templates, we can’t change the background color of menus. Its mobile view is not much good.” 3.5-star rating
Anonymous Reviewer “Onerous to get assist, can’t make a telephone name, typically have a exhausting time getting individuals to truly reply your questions as an alternative of giving canned solutions that may simply be discovered in the FAQ.” 3-star rating
Elizabeth B. “I dislike the setup and the slight glitches that happen on the website.” 2.5-star rating

There you have got it: Wix Answers! When you’re a part of a small business that’s wringing its collective palms over the way to set up its customer support system, give Wix Solutions a attempt. Or, for those who’re not quite able to cross that bridge yet and are simply wanting to build your on-line presence, Wix’s website creator app could also be what you’re wanting for. Our Wix course will inform you what it’s essential know to get started!

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