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With more businesses going online and social media having more influence over consumers’ buying decisions, the importance of a robust online customer service system can’t be overstated; happy customers breed a successful business. An option is to have a separate IT department and customer service agents handling all the technicalities of a customer support system, but in the case of small businesses and some large companies, this is not really needed. It’s also expensive to set up, and a better option might be to employ the use of a customer service software built specifically for that task. Wix Answers is a tool that abstracts the hassles of a customer support system from you and allows you to focus on the core features that make your business unique.
You might be hearing of Wix Answers for the first time, but the tool is not entirely new; it was developed by Wix, a popular online website building tool, and is being used by the company to service its over 120 million customers daily in eight languages over a global network of 1,200 support agents.
Wix Answers provides an easy-to-use, customizable helpdesk for your business, complete with a knowledge base of help articles, built-in call center, and multi-channel ticketing platform, and it’s now available for free for anyone to use. The beauty of Wix Answers is that as with Wix, the company’s website building tool, all of the setup and customizations can be done independently.
With Wix Answers, you kill the proverbial bird with two stones, as you no longer need to hire a third-party to set up a customer support system for your business, neither do you need dedicated SEO to ensure your users easily find the answers they’re looking for; it’s all built into the software, and 100% customizable.
Getting a Help Center for your business is as easy as creating an account and changing a few settings.
Knowledge Base
The first page you’re taken to after signing up is the Knowledge Base dashboard, where you can add articles to help your customers know more about your business. This should be the first point of contact for customers that need support, and a well-organized Knowledge Base setup with appropriate tutorials and FAQs would resolve many issues before they get to a physical support agent.
Built-in Call Centre
Wix Answers comes with a built-in call center that allows you to service the more pressing needs of your customers. Adding a call center to your helpdesk shows that you really want to resolve customers’ issues, and you get the added benefit of deepened trust between you and your customers.
Your users can also request a callback, stating their questions in advance and allowing you to prepare a solution for them before the requested call time. Simply add a customer service line in your Call Center dashboard to begin.
Multi-channel Ticketing System
As said earlier, a knowledge base that’s properly set up would resolve many customer issues, but it’s best to include support for every channel through which your users can contact you. Wix Answers allows you to manage support tickets from different channels like email, phone, and social media, all in one place.
Issues can be resolved faster as the Tickets List dashboard allows each customer care agent to browse through all open tickets, and view all tickets assigned to them. This feature is also interoperable with other features of the platform; you can (manually or automatically) refer your customers to an article from the knowledge base, and you can request for more information about issues from the contact form.
Analytics
While customer support is primarily a means of providing solutions to the needs of your users, it could also be a great way to gain insights into how your customers use your products and how you can improve your services to improve customer retention.
The Insights dashboard gives you access to statistics on how the knowledge base is being used, as well as how tickets are being issued and resolved. You can also monitor the activity of your support agents and determine how well your customers are satisfied with the services being rendered.
These are the basic features that you’d find in Wix Answers (as you should in any customer service software that’s worth its salt), but you can easily customize the software to suit your specific business needs. Wix Answers goes a step further than many helpdesk software, allowing you to model the look and feel of your helpdesk to your brand’s identity.
To get started with Wix Answers, click Sign Up on the main website and supply your details to create an account, or sign in with your Wix account if applicable. You’d also need to supply some data about your company to complete the signup process, after which you can go on to customize your helpdesk.