Wix Answers

The only platform with all support channels in one place.

4,6 /5 (21 reviews) Write a Review!

Wix Answers Overview

What is 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.

Wix Answers Overview

Pricing

Starting from
US$24,00/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. Unlimited package includes all support channels in one platform. https://www.wixanswers.com/pricing


Wix Answers Features

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

Media

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.
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.

Wix Answers Reviews

Wix Answers Reviews

Overall rating
4,6
/
5
Excellent
14

Very good
5

Average
2

Poor
0

Terrible
0

Value for Money
4,3
Features
4,1
Ease of Use
4,6
Customer Support
4,6
90% 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!


Josh B.

My Experience with Wix Answers

Overall I think it's a great option to use in place of others currently on the market. The KB within it works great, has live chat, and even a few other features that just make doing cases and dealing with calls more seamless.


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.


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 2018/06/12
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 2018/04/24
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

Josh B.
Industry: Information Services
Company size: 201-500 Employees

My Experience with Wix Answers

Used Daily for 6-12 months
Reviewed on 2020/10/21
Review Source: Capterra

Overall I think it's a great option to use in place of others currently on the market. The KB within it works great, has live chat, and even a few other features that just make doing cases and dealing with calls more seamless.

Pros

I found it very user-friendly, and the ability to search for KB articles directly from within and have it at your fingertips during a call was invaluable.

Cons

I didn't really run into anything I didn't like.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

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

Help is pretty slow

Used Daily for 1+ year
Reviewed on 2018/11/19
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 2018/04/24
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

User recommendation
8,5/10
Based on 21 user ratings
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Wix Answers Pricing

Wix Answers Pricing

Starting from
US$24,00/month
Free Trial
Subscription
Value for money

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 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

Value for Money
4,3/5
Based on 21 user ratings
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Wix Answers Features

Wix Answers Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,1/5
Based on 21 user ratings
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Categories

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

  • 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

  • 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: 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

    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:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size 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, Enabley, HubSpot CRM, Jira, Salesforce Sales Cloud, ServeManager, Slack, Zapier

    Q. What level of support does Wix Answers offer?

    Wix Answers offers the following support options:

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