Wix Answers Review – Customer Support Platform Explained

Recently relaunched by Wix, the straightforwardly named Wix Answers is aimed at solving your enterprise-level customer support problems. The platform is designed to provide an all-encompassing service hub for companies looking to improve their customer support options.

But what exactly is Wix Answers? How does it work? And how is it going to compete with the likes of Salesforce, Zendesk, and other similar platforms?

In this guide, we'll delve a bit deeper to get the details on this new platform, so you can decide for yourself whether Wix Answers is the key to solving your customer support woes.

What Is Wix Answers?

In so many words, Wix Answers is an enterprise-level customer support platform designed to consolidate tickets, emails, phone calls, and messages into a single hub, making for a seamless service experience for customers and employees alike. Some primary features include:

• 360 degree timeline view of customer complaints
• Robust, self-service knowledge base
• Built-in live chat functionality
• AI-powered recommendations for quick responses
• Intuitive, all-in-one interface

Wix Answers started out as the customer support platform used by Wix employees to manage its 160 million users, but has recently been productized for commercial use. Companies that have already signed on to use the service include Getty Images, Viber, and MyHeritage, among others.

How Does Wix Answers Work?

When Wix Answers says it's an all-in-one solution for customer support, they aren't messing around. Perhaps the most attractive feature in the platform is the timeline view of customer interactions, and it works how you'd expect a perfect customer support platform to work: by consolidating everything into a single view.

Wix Answers takes every customer interaction – from calls to live chat, messages, web forms, email, and even Facebook – and places them all on a single timeline for each customer. This means that when a customer reaches out, the agent in question will have access to their entire history of complaints. No more restating problems, no more repetitive questions, and no more redundant solutions.

Additionally, Wix Answers features some helpful self-service functionality designed to alleviated the stress on your agents. It allows you to create knowledge bases, which are online documentation hubs filled with articles that can help customers solve problems on their own. Plus, the AI-powered knowledge bases can even recommend articles for incoming customers, so your team is free to handle the bigger complaints in real time.

In This Guide:

• What Is Wix Answers?
• Wix Answers Pricing and Plans
• Do You Need a Wix Website for Wix Answers?
• Creating a Knowledge Base on Wix Answers
• CRM for Customer Support
• Final Thoughts – Should You Use Wix Answers?
• FAQ

Wix Answers Pricing and Plans

Wix Answers comes in four different pricing plans: Self-Service, Multi-Channel, Unlimited, and Call Center.

The Self-Service plan will cost you $24 per agent per month, and exclusively allows businesses to take advantage of the knowledge base features. This means you'll be able to create a self-service center, filled with documentation designed to let customers solve problems themselves.

The Multi-Channel plan will cost you $60 per agent per month. It comes with all the knowledge management features in the Self-Service plan, while adding the ticketing system and live chat functions. This gives you access to the all-in-one hub customer support portal through email, web forms, live chat, and Facebook. Additionally, you'll gain access to the AI recommendations for the knowledge base, which markedly improves the self-service functionality.

The Unlimited plan will cost you $80 per agent per month, and simply adds the call center functionality to the Multi-Channel plan. This means that, in addition to email, web forms, live chat, and Facebook customer experiences being tracked, calls will also show up in the portal, giving you the most complete picture of customer complaint history.

The Call Center plan will cost you $56 per agent per month, and give you exclusive call center, live chat, and ticketing system functionality. You'll be able to take advantage of features like call recording, monitoring, and routing, through a real-time dashboard designed for phone complaints. However, you don't get access to the other, arguably more impressive Wix Answers features, so make sure phone support is all you're looking for before making a decision.

Do You Need a Wix Website for Wix Answers?

To put it as simply as possible, no – you do not need a Wix website to gain access to Wix Answers. The company is independent from (albeit owned by) Wix, which means the platform acts independently from the website. Wix Answers is compatible with most major website builders, from WordPress to Squarespace, so there's no need to worry about functionality outside the Wix family.

Is Wix Good for Building Websites?

We can confidently say that Wix is not just good for building websites – it's great. In fact, according to our in-depth research of the top website builders on the market, Wix is the best website builder money can buy.

For one, Wix features an unbelievably easy to use interface, which is intuitive enough for even the freshest beginner to get the hang of. Additionally, the website builder offers robust ecommerce options, so you can get your online store set up without the hassle. Finally, with some of the more competitive pricing plans in the industry, you're getting some serious bang for your buck when you build your website with Wix.

Take a look at our comparison table of other top website builders to see how Wix stacks up against the rest of its competitors.

Creating a Knowledge Base on Wix Answers

While Wix Answers offers some of the most impressive customer support functionality for agents, one of the more basic features is designed to let customers help themselves.

Dubbed “knowledge bases,” these self-service hubs are filled with online documentation that can guide customers through some simple and not-so-simple support cases, so your team isn't bogged down too much by easy questions. And with 91% of customers insisting they'd use a knowledge base if it were catered to their needs, it's safe to say this tool from Wix Answers could have a big impact on your customer support efforts.

Wix Answers gives you a lot of control over the knowledge base as well. You can customize the design to specifically fit your brand's look, and provide self-help widgets throughout your site to gives customers the chance to find the answers they need wherever they are. Plus, with insightful analytics built in, you'll be able to see what kinds of questions customers are asking, and whether they're getting answered correctly.

Knowledge bases aren't just for customers, either. You can also put them together for agents, so your company can have a go-to content hub, providing – as Wix Answers puts it – “one source of truth” for the whole company.

CRM for Customer Support

While Wix Answers doesn't come out and say it, the general functionality of the platform is fairly consistent with Customer Relationship Management (CRM) software that is exclusive to customer support. The new company has stated that they aim to compete with the likes of Zendesk and Salesforce, so we thought it prudent to compare the platforms, head-to-head, to see how they match up.

Zendesk vs Wix Answers

According to our research, Zendesk is one of the best CRMs on the market for customer support, so this comparison is a pretty heated one. Honestly, they both offer comprehensive, all-in-one portals for agents, and self-service hubs for customers to solve problems on their own.

However, Zendesk does have a bit of an edge, as the all-in-one channel includes email, live chat, call, and tickets. It also comes with a much more robust set of social tools, like Facebook, WhatsApp, Twitter, and WeChat, among others. That being said, Zendesk is a bit more expensive, starting at $89 per agent per month, so you'll have decide whether those added channels are worth the extra cost.

Salesforce Service Cloud vs Wix Answers

Salesforce is, undeniably, the number one outright CRM on the market today – and its customer support features are nothing to scoff at, either. Tied with Zendesk as our top-rated service CRM, Salesforce's Service Cloud platform also offers a robust self-service hub, and its multi-channel customer experience includes the likes of WhatsApp and Facebook Messenger.

The pricing for Salesforce is a bit more erratic, with lower tiers significantly cheaper than Wix Answers ($25 per agent per month for Essentials), and top tiers significantly more expensive ($300 per agent per month for Unlimited). Salesforce likely has a bit of an edge due to its longevity in the industry and its seemingly endless feature set, but Wix Answers is notably easier to use, so you'll have to decide which is more important to your business.

HubSpot Service Hub vs Wix Answers

While HubSpot is considered one of the best CRM platforms for marketing, its Service Hub does lag a bit when it comes to customer support. For one, it's missing a lot of additional features that make Wix Answers so appealing, like the omni-channel functionality and easy-to-read timeline view. Plus, the pricing plans are a bit out of control, with some rates in the thousands of dollars.

While Saleforce and Zendesk give Wix Answers a run for its money, HubSpot Service Hub doesn't nearly compete on the same level as these three, which is why we'd definitely opt for Wix Answers. However, if you're looking for marketing features, HubSpot is the way to go.

Final Thoughts – Should You Use Wix Answers?

From what we've seen from Wix Answers so far, it honestly looks like exactly what the customer support industry has been needing. Between the comprehensive knowledge bases for self-service customers, the in-depth timeline view of customer experience to cut down on redundant interactions, and the reasonable pricing plans with features to fit your particular needs, it's hard to argue that Wix Answers won't soon become a go-to solution for customer support.

If you're interested in giving Wix Answers a try for yourself, the fastest way to learn more is to trial the customer support solution for free across 14 days.

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