Customer Support is Now Easier with Wix Answers

by Klaus on March 12, 2018

in Articles

In today’s world, even brick and mortar businesses have an online presence. After all, the Internet is one of the best ways of broadening market reach. While having an active website undoubtedly helps business, many people are faced with the challenge of integrating a reliable customer support system within their website to support all the traffic coming in.

The more that customers and inquiring web-surfers reach your website, the more questions and feedback you will have coming in. That is why it’s critical to have a customer support system in place to easily manage feedback, concerns and queries. Fortunately, with the Wix Answers help desk software you have an available, easy-to-implement solution running in no time.

In just a few easy steps, you can set up the customizable platform which allows you to monitor and respond to all of your customer support needs in one area. Integrate a knowledge base, ticketing system, and/or call center that will allow your team to communicate with customers in an efficient and manageable way, without losing the look and feel of your brand. Through Wix Answers, providing support to your customers has been made easier.

Wix Anwers was originally created by Wix.com to run and manage their own customer support center. As a result, they have designed a help desk that will allow its users to create a stunning help center, embedded with features that a support team, and its users, actually need. With Wix Answers, you can choose from different templates and customize images, fonts and colors to fit your brand. Through the help center, your customers can ask questions, browse articles, and find helpful videos. You can customize the help center’s design, set up categories, display specific articles, and add trending topics. Within your help center, you can set up a knowledge base that allows you to create and manage FAQs, create step-by-step guides, stream videos, feature requests, write articles that provide solutions to known issues, and so much more.

For any customer support system to work effectively, customers must also be able to communicate with someone from the given business’s team, someone who can handle issues from simple inquiries and concerns, to payment problems and product issues. This is why at the core of any customer support is a ticketing system. Having an effective ticketing system means that you will be able to communicate and address any issues that your customer may have, and get a better understanding of reoccurring problems. Through the Wix Answers ticketing system, not only can you stream incoming tickets from different channels, such as email, Facebook business page and your website ticket form, but you can also use the platform to internally create teams to efficiently and effectively manage ticket workflow. In addition, the system allows you to create saved replies so you can save time when answering tickets by enabling agents to re-use common responses.

Another great feature that Wix Answers embeds into your website’s help center is the optional Call Center. A call center is great for customers who prefer to speak to someone on the phone. With Wix Answers, you can set up a customizable 1-800 number for your customers to reach you in real time or request a call back at specific hours, decreasing the wait time that most business call centers struggle with. Through the platform, agents will be able to make note of which customers are calling and what their needs are, as well as transferring them to specific representatives. Alongside Wix Answers Knowledge Base and Ticketing System, the Call Center can be managed and maintained straight from the help desk software.

In order to provide your users with quick solutions while making sure they stay on your website, you can utilize the Help Widget. With the Wix Answers Help Widget, users can not only access your knowledge base articles, but they will also be able to submit a ticket based on the fields you request, without ever leaving the page. You can embed the Help Widget anywhere on your site, within the page or displayed as a popup. This feature helps your users easily access help guides, FAQs and articles in the most efficient way.

Using Wix Answers as a solution to your customer support needs is a no-brainer. Not only is it intuitive, reliable and effective, but you can also assign agent and admin roles to team members, each with varying degree of permission and system access. This is a great way to ensure that the critical parts of your help center are managed only by those you fully trust. Monitor the status and progress of all calls and tickets, and get insights on your customers’ needs, struggles, and feedback, all in the Wix Answers platform.

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tackk.com April 16, 2018 at 08:57

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