About Wix Answers

Wix Answers is a customer support platform that includes tickets, chat, calls, and knowledge base. It also features customizable help widgets that provide answers in the context of user flows. Users can optimize any aspect of a support operation based on actionable insights for all support channels. The platform includes integrations such as Salesforce, Zapier, Slack, and Jira.  

Any customer communication — calls, emails, chats, social media — creates a ticket that’s managed in one tab. Agents view all customer interactions in a single timeline along with a customer’s history and relevant personal or technical details. The platform provides a uniform UI and consistent user experience for all products.

Wix Answers offers a...


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Supported Operating System(s):

Windows XP, Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

19 Reviews of Wix Answers

Average User Ratings

Overall

4.63 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(13)

13

4 stars

(5)

5

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 19 results

June 2018

Jainai from fydbac, llc

Verified Reviewer

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

June 2018

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

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.

April 2018

Charissa from Wonderbly

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2018

Fantastic platform with so much potential!

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

2.0

Functionality

2.0

November 2018

Help is pretty slow

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.

April 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

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

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).

April 2018

Avi from Yotpo

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

April 2018

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

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.