NEW YORK, Aug. 24, 2020 — Wix Answers, founded by Wix Ltd. (Nasdaq: WIX), a leading cloud-based development platform with more than 170 million registered users worldwide, has officially launched in the United States.
Wix Answers is the industry’s first customer support technology to offer a true consolidation of all support channels into a single platform. The solution takes a whole new approach by enabling companies to do more when it comes to running and scaling a support team.
“More than ever, companies are being challenged to build and scale their customer support operations,” said Nir Zohar, President and COO at Wix. “As Wix grew to millions of users worldwide, we experienced this challenge firsthand and developed what ultimately became Wix Answers to address it. We are excited to now make that same platform and expertise widely available in the U.S. market.”
Today, most customer support solutions are siloed. It’s hard to consolidate channels into a single view, agents are working out of multiple tabs to resolve a single ticket and it’s impossible to grasp a 360° view of a customer’s profile. This comes at a high cost – expensive development and maintenance. Consequently, there is a growing need to see and cater to a customer’s full journey, across channels, in a single timeline.
Taking on Zendesk and Salesforce Service Cloud, Wix Answers is the only platform to offer true consolidation of online and offline channels, connecting all the dots from day one.
The platform doesn’t rely on add-ons or separate tools. Wix Answers gives agents a 360° view of a customer’s support journey, unifying interactions from all available touchpoints, including calls, emails, live chat, social media and knowledge base, as well as third-party platforms, like Salesforce and Jira. All data is presented chronologically, in a single-view, which empowers agents to serve customers in a more cost-effective way.
“There is a need to move the customer support industry forward to a newer and more consolidated approach,” added Zohar. “We’re revolutionizing and elevating the industry standards as the industry moves towards a more personalized and knowledge-driven style of support.”
In a time when everything is remote, the need for customer-centric self-serve resources, like knowledge management, have accelerated. Wix Answers is a platform with knowledge centricity at the core, meeting the demands of multiple functions, including internal purposes, customer facing issues and employee training benefits.
Traditional knowledge software is siloed. With Wix Answers’ the knowledge is built-in and layered with advanced Artificial Intelligence to help agents provide the best responses. On the flip side, customers can experience contextual knowledge with better self-service. “When everything works together, it’s easier to connect the dots, generating powerful business insights,” added Zohar.
Wix Answers’ Top Issues reporting gives context to the user voice, making it easier to understand trends and discover recurring pain points, putting the customer voice in context. This helps decision-makers take action in real-time, moving faster than ever.
Wix Answers serves thousands of customers and is growing quickly. Building Wix Answers’ technology in-house was advantageous in that it was battle-tested and perfected through years of experience. Serving millions of users, Wix built a platform that conveniently scales, and effectively connects support and product teams, creating customer-centricity for the entire company. Getty Images, MyHeritage, Guesty, Viber, Fiverr, and Yotpo are some of the notable brands that use the Wix Answers platform.
About Wix Answers
Wix Answers is the industry’s first unified customer support platform. It was built on the experience of Wix from growing to 170M+ registered users. Wix Answers puts agent-customer interactions into a single view and pulls all support channels together. It includes robust functionality to better manage knowledge and also leverages best-in-class AI to speed up the time it takes to solve customer queries. Wix Answers is used by industry leaders today, including Getty Images, MyHeritage, Guesty, Viber, Fiverr, and many others. For more information on Wix Answers: https://www.wixanswers.com/.
About Wix
Wix is leading the way with a cloud-based development platform for over 170 million registered users worldwide. Wix was founded on the belief that the Internet should be accessible to everyone to develop, create and contribute. Through free and premium subscriptions, Wix empowers millions of businesses, organizations, artists and individuals to take their businesses, brands and workflow online. The Wix Editor, Wix ADI, a highly curated App Market, Ascend by Wix and Corvid by Wix enable users to build and manage a fully integrated and dynamic digital presence. Wix’s headquarters are in Tel Aviv with offices in Be’er Sheva, Berlin, Dnipro, Dublin, Kiev, Los Angeles, Miami, New York, San Francisco, São Paulo, Tokyo and Vilnius.
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