Wix Answers

Wix Answers

The only unified customer support solution.

4.6/5 (19 reviews)

Wix Answers Overview

What is Wix Answers?

Wix Answers is a unified customer support solution that puts the agent-customer interactions in one single view. Driven by self-service and intuitive UI, the agent’s time is spent only on what’s actually needed: delivering spot-on answers and increasing customer satisfaction. All support channels working together to give insight into the most common customer pain points to build a better product and guarantee customer retention.

Wix Answers Overview

Cost

Starting from
USD 80.00/month

Pricing options

Free Trial
Subscription
Value for money

Wix Answers pricing starts at $80.00 per month, per user yearly, for the Unlimited package. There is not a free version of Wix Answers. Wix Answers does offer a free trial. By purchasing a product, all new releases, system updates and additional features in the same product - will be open for usage automatically.


Wix Answers Features

Devices
Business size
S M L
Markets
Europe, United States
Supported Languages
Chinese (Traditional), Danish, Dutch, English, French and 10 others, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish

Screenshots

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: 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.

Wix Answers Reviews

Wix Answers Reviews

Overall rating
4.6
/
5
Excellent
13

Very good
5

Average
1

Poor
0

Terrible
0

Value for Money
4.3
Features
4.2
Ease of Use
4.6
Customer Support
4.5
95% recommended this app
Jainai J.

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

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


Charissa W.

Fantastic platform with so much potential!


Verified Reviewer

Help is pretty slow

Subpar.


Verified Reviewer

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

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.


Avi C.

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


Jainai J.

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

Used Daily for 1-5 months
Reviewed on 12/06/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Charissa W.

Fantastic platform with so much potential!

Used Daily for 1-5 months
Reviewed on 24/04/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer
Industry: Mechanical or Industrial Engineering
Company size: Self Employed

Help is pretty slow

Used Daily for 1+ year
Reviewed on 19/11/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Verified Reviewer
Industry: Internet
Company size: 201-500 Employees

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

Used Daily for 6-12 months
Reviewed on 24/04/2018
Review Source: Capterra

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).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Avi C.

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

Used Daily for 2+ years
Reviewed on 29/04/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

User recommendation
8.6/10
Based on 19 user ratings
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Wix Answers Pricing

Wix Answers Pricing

Starting from
USD 80.00/month
Free Trial
Subscription
Value for money

Wix Answers pricing starts at $80.00 per month, per user yearly, for the Unlimited package. There is not a free version of Wix Answers. Wix Answers does offer a free trial. By purchasing a product, all new releases, system updates and additional features in the same product - will be open for usage automatically.

Wix Answers pricing starts at $80.00 per month, per user yearly, for the Unlimited package. There is not a free version of Wix Answers. Wix Answers does offer a free trial. By purchasing a product, all new releases, system updates and additional features in the same product - will be open for usage automatically.

Value for Money
4.3/5
Based on 19 user ratings
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Wix Answers Features

Wix Answers Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.2/5
Based on 19 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for Wix Answers

Additional information for Wix Answers

Key features of Wix Answers

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

Benefits

  • Unified solution - Putting all support channels under one platform.

  • Agent-centric mindset - Each product and feature is created with agents’ day-to-day in mind and based on real needs, to improve their efficiency.

  • Self-Service driven - All channels are backed with knowledge base articles within reach, to deflects tickets and keep knowledge consistent among customers, agents, and internal teams.

  • Top issues insights - Allow internal teams to understand the most common customer pain points, to build a better product.

  • Unlock all features forever - All existing and future releases in the same product you chose - will be open for usage automatically.

  • Wix Answers FAQs

    Wix Answers FAQs

    Below are some frequently asked questions for Wix Answers.

    Q. What type of pricing plans does Wix Answers offer?

    Wix Answers offers the following pricing plans:

    Starting from: USD 80.00/month

    Pricing model: Subscription

    Free Trial: Not Available

    Wix Answers pricing starts at $80.00 per month, per user yearly, for the Unlimited package. There is not a free version of Wix Answers. Wix Answers does offer a free trial. By purchasing a product, all new releases, system updates and additional features in the same product - will be open for usage automatically.

    Q. What are the main features of Wix Answers?

    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

    Q. Who are the typical users of Wix Answers?

    Wix Answers has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does Wix Answers support?

    Wix Answers supports the following languages:

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

    Q. What type of pricing plans does Wix Answers offer?

    Wix Answers has the following pricing plans:

    Subscription

    Q. Does Wix Answers support mobile devices?

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

    Q. What other apps does Wix Answers integrate with?

    Wix Answers integrates with the following applications:

    Axonaut, BoomTown, Crowdin, HubSpot CRM, JIRA, Salesforce Sales Cloud, ServeManager, Shopify, Slack, Zapier

    Q. What level of support does Wix Answers offer?

    Wix Answers offers the following support options:

    Online Support, Phone Support