In today’s world, your clients literally and virtually come from anywhere, 24 hours a day 7 days a week with questions about your product or service. Which is why a customer support solution, as well as creating knowledge base articles, is a crucial aspect of scaling your business.
Of course, that’s always been easier said than done until now. Introducing Wix Answers.
To be honest and transparent when I first heard that Wix was coming out with a help desk software, named Wix Answers, I wasn’t too excited. After all Wix is a website builder what do they know about help desk software? So after doing a little research, I discovered that Wix supports over 120 million users. That Wix uses their proprietary customer support solution (Wix Answers) in eight languages by 1200 support agents who access it throughout their global offices including Tel Aviv, Miami, San Francisco and Kiev. Wix Answers is the exact platform that they use to service their own customers, now I’m thinking these guys are brilliant! In the business world, we would call this a product line extension.
A product line extension is the use of an established product brand name for a new item in the same product category. Line extensions occur when a company introduces additional items in the same product category under the same brand name such as new software, flavors, forms, added ingredients, package sizes, etc. Soft drinks are a great example of line extensions, diet, sugar-free, cherry flavor, etc.
As you’re probably aware, when a software company rolls out their latest software we, their customers, become their guinea pigs not in this case. One of the other features that got me excited about trying Wix Answers is that the bugs or glitches are almost non-existent because they’ve been using it and testing it for years.
So why do I think Wix Answers is good for your business? Good question. My one-word answer Zappos!
Zappos.com is an online shoe and clothing retailer based in Las Vegas, Nevada. Zappos and their CEO, Tony Hsieh (Shay), became famous for one thing Outrageous Customer Service. How important was customer service to Zappos’ success? Here’s a quick recap. 1999 Zappos had minimal sales and no marketing budget, in 2002 they hit 32 million, they continue to focus on delivering exceptional customer service and by the end of 2008, they hit a billion dollars in sales. Today, Zappos is a wholly owned subsidiary of Amazon (having been acquired for $1.2 billion in 2009) and its roughly 1,500 employees, headquartered in Las Vegas, produce in excess of $2 billion in revenues annually.
Keep in mind, that Zappos did not sell cheap knock-offs or inexpensive shoes, in most cases their shoes were more expensive than their competitors. But, their customers were glad to pay their price because of their customer service.
So consider this:
Happy customers are a lot more likely to tell their friends about your business and their good experience. Actually, on average, they tell about 7 people about it. This is fantastic news for you! And for anybody who wants to outperform their competition, just like Zappos did.
However, on the other side, one unhappy customer is likely to tell 12 friends about their bad experience. You can already imagine the damage done to your name and to your sales. And with social media and review companies like Yelp and Google Reviews, an upset customer can broadcast their unhappiness to literally tens of thousands of people.
Bottom line, a good portion of growing a successful business is knowing how to manage and sustain a high level of customer service.
But how exactly do you manage this? It’s simple, from customer support through an extensive knowledge base to a built-in call center and an intuitive ticketing system, Wix Answers has it all.
Wix Answers platform includes:
- Fully Customizable Help Center
That means that your Help Center looks and feels like your website or brand.
- Ticketing system with multi-channel support
Wix Answers streamlines all your customer support tickets coming from various channels whether it’s from your email, phone, or social media platforms.
- Built-in Call Center
Consolidate your support channels in a single customer support system. That way, you can maximize your ticketing system and knowledge base with your built-in call center where you use your own 1-800 number in making and taking calls.
- Easy to use help desk software
You can get started with Wix Answers for FREE as part of a 14-day trial and their packages start at $30 per month. So if you’re a startup or a small company you can afford the platform. Wix Answers has the answer for your company no matter the size, yes pun intended 🙂
- Quick and easy set up
Building your help center system is easy, NO TECH skills required! Wix Answers lets you easily choose a template, customize it according to your branding, add articles, and then publish it. Step-by-step guides and FAQ sections are also covered by the knowledge base software.
- DIY platform
- Quick and easy set up
- No IT skills needed