Wix Answers

The only platform with all support channels in one place.

About Wix Answers

Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. Wix Answers uses a centralized, AI-powered approach to knowledge management that makes customers self-reliant, agents more effective, and organizations run more smoothly.

Pricing starting from:

US$24.00/month

  • Free Trial
  • Subscription

Key benefits of Wix Answers

  • One system for all real-time and offline support channels

    Agents are focused only on helping customers without having to switch between tabs or platforms.

    With a single timeline for interactions and all the knowledge agents need.

    One system for all channels lets you eliminate the costs and inefficiencies of maintaining multiple vendors.

  • Agent-centric approach

    An intuitive single-view workspace with AI-powered replies enables less than 8-hour onboarding.

    Automatic actions allow agents to focus on the complex issues instead of spending time on manual and repetitive tasks.

  • 360° view of customers

    A complete customer profile for agents, team leaders and the organization along with actionable insights to address product and support gaps.

    Full view of customers’ interactions, history and personal information all in one place.

    A consistently higher quality, more seamless customer support experience.

  • Knowledge managed from one place

    For customers: To find answers with a Google search or from anywhere in your product or website.

    For agents: To have instant access to AI-powered suggested articles that are linked or copy/pasted into replies.

    For teams: To create one go-to department-specific knowledge source that helps them do their job better.

  • Contextual support for anyone, anywhere

    For customers: Interact with customers anywhere they need you with an unlimited number of help widgets that include any combination of channels.

    For agents and other employees: Use help widgets to make knowledge accessible for agents or employees company-wide.

  • Scale smoothly and cost effectively

    Simplify complex day-to-day support operations without wasting dev resources—enable anyone to customize and configure without coding or relaying on the help of an expert.

    All channels are built in out of the box, so no more expensive development or ongoing maintenance you get with legacy systems

    Access all new features in your plan as our platform evolves, with no additional costs

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico

    Supported Languages

    Chinese (Traditional), Danish, Dutch, English, French and 10 others, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

    Pricing starting from:

    US$24.00/month

    • Free Trial
    • Subscription

    Images

    Top Issues Insights:
Get an overview of your company's top support issues, by viewing the articles that were linked to calls and tickets, learning which topics repeat themselves most.
    Customer Journey Single Timeline Ticket Page:
View all the interactions a customer had with you, along with relevant details and history, in one single timeline, to see the full picture and respond in context.
    Call Center Live Dashboard:
Understand the current state of your Call Center, so you can react quickly, reduce wait time, and meet your customers' needs.
    Contextual Support Widget:
Use widgets as the main support touchpoints for customers, embed as many as needed anywhere in your product or website.
    Knowledge Base Articles List:
Easily create as many articles as needed, to support customers and internal teams. Optimize daily workflows with a clear view of the status of your content, and filter your view based on multiple criteria.
    Knowledge Base Insights:
Get a real-time overview on your knowledge base performance and put your data in context.
    View 7 more
    Wix Answers video
    Wix Answers video
    Wix Answers screenshot: Top Issues Insights:
Get an overview of your company's top support issues, by viewing the articles that were linked to calls and tickets, learning which topics repeat themselves most. Wix Answers screenshot: Customer Journey Single Timeline Ticket Page:
View all the interactions a customer had with you, along with relevant details and history, in one single timeline, to see the full picture and respond in context. Wix Answers screenshot: Call Center Live Dashboard:
Understand the current state of your Call Center, so you can react quickly, reduce wait time, and meet your customers' needs. Wix Answers screenshot: Contextual Support Widget:
Use widgets as the main support touchpoints for customers, embed as many as needed anywhere in your product or website. Wix Answers screenshot: Knowledge Base Articles List:
Easily create as many articles as needed, to support customers and internal teams. Optimize daily workflows with a clear view of the status of your content, and filter your view based on multiple criteria. Wix Answers screenshot: Knowledge Base Insights:
Get a real-time overview on your knowledge base performance and put your data in context.

    Features

    Total features of Wix Answers: 39

    • API
    • Access Control
    • Activity Dashboard
    • Call Center Management
    • Call Recording
    • Call Routing
    • Chat
    • Collaboration Tools
    • Commenting
    • Configurable Workflow
    • Contact Management
    • Custom Fields
    • Custom Forms
    • Customer History
    • Customer Service Analytics
    • Customizable Branding
    • Customizable Templates
    • Email Integration
    • Feedback Collection
    • Forms Management
    • Help Desk Management
    • Knowledge Base Management
    • Multi-Channel Communication
    • Permission Management
    • Real Time Notifications
    • Real Time Updates
    • Reporting & Statistics
    • Role Management
    • Role-Based Permissions
    • SLA Management
    • SSL Security
    • Search Functionality
    • Self Service Portal
    • Status Tracking
    • Support Ticket Management
    • Support Ticket Tracking
    • Third Party Integration
    • Widgets
    • Workflow Management

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    Reviews

    Overall rating

    4.6 /5
    (21)
    Value for Money
    4.3/5
    Features
    4.1/5
    Ease of Use
    4.6/5
    Customer Support
    4.6/5

    Already have Wix Answers?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 21
    Jainai J.
    Overall rating
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Very handy for the many facets of my business, Was easy to learn and navigate for the most...

    Reviewed on 2018-06-12

    Easy for clients to use, and for me to add articles.

    Easy for clients to use, and for me to add articles.

    Pros

    Clients seem to be able to find answers more easily. At least the ones who are not too lazy and inconsiderate: willing to bother me instead of finding the answers themselves.

    Cons

    Main con: Much TOO pricey for the lowest level use /just one user. It feels more fitting if the price was halved for sole proprietors with no employees (for the knowledge base with no ads and custom url). The cost for the higher levels/ more employees, is understandable though.

    Nitpicky thing: the "popular articles" was too out the way to find. Actually forgot how to find it twice.

    Charissa W.
    Overall rating
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Fantastic platform with so much potential!

    Reviewed on 2018-04-24

    Pros

    With Wix Answers we were able to quickly and confidently get set up without any fuss. There's no complicated triggers or automations, and customizing the platform to our needs and brand was so easy - no developers or engineering background needed! Their own customer support is also second to none.

    The interface itself is quite intuitive, and easily managed between multiple languages and agents. The analytics have given us a whole new way to learn what our customers need, and why they're reaching out. Content is easy to maintain, and everything is fully linked and integrated right down to the translations in our help centre and saved replies.

    Cons

    There are only two cons we've found so far:
    1. The platform is quite new, so there are still features that are in development and not quite ready, or missing all together (when comparing to other platforms). For example auto detection and removal of spam/automatic replies, or in depth statistics and reporting via Agent.
    2. Learning and setting up the platform wasn't tricky, but did require a fair amount of trial and error. The help centre content that Wix provides covers the basics, but could be a bit more in depth allowing users to really understand how to use the features available.

    Verified Reviewer
    Overall rating
    • Industry: Mechanical or Industrial Engineering
    • Company size: Self Employed
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 4.0 /10

    Help is pretty slow

    Reviewed on 2018-11-19

    Subpar.

    Subpar.

    Pros

    Good to get help when it's needed, and decent community.

    Cons

    Hard to get help, can't make a phone call, often have a hard time getting people to actually answer your questions instead of giving canned answers that can easily be found in the FAQ.

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • Company size: 201-500 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    I love the fact that it's easy to use, easy to update and publish articles, and easy to...

    Reviewed on 2018-04-24

    We can easily configure and customize CSS and add customized scripts. We utilize the two-level...

    We can easily configure and customize CSS and add customized scripts. We utilize the two-level hierarchy, category > article, instead of having to use the three-level hierarchy like Zendesk (category > subcategory > article). Adding users with permissions is great.

    Pros

    I like the fact that I can create standalone articles (without appearing in the tree). I also like the fact that I can update and article and keep it in draft mode, while the original article still appears on the site (until I am ready to make the change).
    As for setting up the site, it was real easy. It was easy to configure the CSS and brand it to look like our own site. Adding custom code (JavaScript, etc.) is very easy as well.

    Cons

    I would like the option to tag users within an article, so the Product Managers can review an article that I wrote, and when they write comments, I would be notified (so I can go in and make changes).

    Avi C.
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Sharing knowledge with our customers and team members has never been easier!

    Reviewed on 2018-04-29

    Pros

    Thanks to a streamlined and user-friendly interface and advanced customization options, documenting and sharing knowledge with our customers has never been easier. Wix Answers packs a lot of features into a sleek and elegant product that can be used by virtually anyone to create visually stunning articles with great visibility in search engines.

    Cons

    Some pretty basic functionalities are still missing such as a content collaboration with in-line comments, table editing options, and the ability to customize URL page slugs.

    Showing 5 reviews of 21 Read all reviews

    Wix Answers FAQs

    Below are some frequently asked questions for Wix Answers.

    Wix Answers offers the following pricing plans:

    • Starting from: US$24.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Wix Answers pricing starts at $80.00 per month, per user yearly, for the Unlimited package. Unlimited package includes all support channels in one platform. https://www.wixanswers.com/pricing

    Wix Answers offers the following features:

    • Automated routing
    • Contract / SLA management
    • Customizable branding
    • Customizable widgets
    • Data management
    • FAQs & step-by-step guides
    • Help desk templates
    • Inbox management
    • Support ticket system

    Wix Answers has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

    Wix Answers supports the following languages:

    Chinese (Traditional), Danish, Dutch, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

    We do not have any information about what devices Wix Answers supports

    Wix Answers integrates with the following applications:

    Axonaut, BoomTown, Crowdin, Enabley, HubSpot CRM, Jira, Salesforce Sales Cloud, ServeManager, Slack, Zapier

    Wix Answers offers the following support options:

    Phone Support, Online Support, FAQs, Knowledge Base, Video Tutorials

    Related categories

    See all software categories found for Wix Answers.