Wix Answers

Wix Answers

Online help desk & customer support software built by Wix

4.6/5 (19 reviews)

Wix Answers Overview

Wix Answers is a free, cloud-based customer support platform which allows users to add a help center to their website, with a knowledge base, multi-channel ticketing system, built-in call center, and more. The software is designed for small and midsize businesses, and is fully customizable.

Wix Answers provides a range of help desk templates which can be customized to suit company branding. Users can create and manage articles, step-by-step guides, and FAQs, providing their customers with self-service problem solving content. Customizable widgets can be embedded in web pages, allowing customers to access individual articles or the entire help center from any page. The multi-channel ticketing system enables the management, prioritization, and tracking of customer issues whether they are raised via phone, email, or social media. Users can send articles directly from the knowledge base to customers, and contact forms can be customized to collect additional information from customers.

Wix Answers provides a built-in call center which allows companies to receive customer support calls through their own 1-800 number. The system also allows customers to request support callbacks. Integration between the help desk, ticketing system, and call center provides users with actionable insights on customer satisfaction, ticket response times, team performance, and more.

Pricing

Starting from
N/A
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States

Supported Languages

English

Wix Answers Reviews

Overall rating
4.6/5
95% positive reviews
13
Excellent
5
Very good
1
Average
0
Poor
0
Terrible
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

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

Verified Reviewer

Build a great site using WIX

Used Daily for 1+ year
Reviewed on 11/12/2018
Review Source: Capterra

This site is easy to use and affordable. I love using this site because the features are amazing. I can create an amazing website in hours without having any issues.

Pros

This product has allowed me to share information with co-workers and customers in an easy way. One great thing I love about this product is that it is absolutly free. Wix was very easy for me to use and build. Anytime I needed help I was able to contact the customer service department and get the help I needed.

Cons

Using the blog feature should be upgraded so you can add or tag someone in the post. Sometimes this site experience a lag and is slow loading information.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Colin W.

Great value and very easy to use interface. Great for beginners

Used Daily for 1+ year
Reviewed on 01/06/2018
Review Source: Capterra

Easy to use and very affordable.

Pros

I built my first website with WIX and when I hit roadblocks their extremely easy to use database of help topics made getting over them easy. I built a very attractive and functional website without any major issues and support has been great.

Cons

The blog component of their product leaves a lot to be desired and has a long ways to go to rival wordpress. The design interface can be a bit clunky and slow from time to time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Wix Answers Pricing

Starting from
N/A
Pricing options
Free Trial
Free
Subscription
Value for money

Wix Answers is free to use - there’s no trial period. The Premium packages are scalable, allowing users to scale up or down based on team sizes.

Wix Answers Features

  • Customizable Branding
  • Prioritizing

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

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

  • Wix Answers offers a range of help desk templates which can be customized with company branding, and users can add articles, step-by-step guides, FAQs, and more.

  • Support tickets from multiple channels can be managed, prioritized, and tracked, and users can answer tickets with knowledge base articles, add custom fields to contact forms to collect more information, and more.

  • Customer service calls can be taken through the built-in call center, which allows users to receive calls through their own 1-800 number, and lets customers request callbacks.

  • Customizable widgets can be embedded in any webpage, giving visitors access to tutorials, articles, or the entire help center, or submit tickets from whichever page they are on.

  • Team performance, customer satisfaction, and ticket response times can be tracked through the help desk.

  • 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:

    Pricing model: Free, Subscription

    Free Trial: Available

    Wix Answers is free to use - there’s no trial period. The Premium packages are scalable, allowing users to scale up or down based on team sizes.

    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:

    Freelancers, Mid Size Business, Small Business

    Q. What languages does Wix Answers support?

    Wix Answers supports the following languages:

    English

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

    Wix Answers has the following pricing plans:

    Free, 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:

    BoomTown

    Q. What level of support does Wix Answers offer?

    Wix Answers offers the following support options:

    Online Support, Phone Support