Powerful Knowledge Base

What are the best aspects of this product?

Wix Answers’ knowledge base enabled us to give our customers an easy way to help themselves. The knowledge base helps our customers to find the information they need about our products and services. It is an integral part of our overall customer experience, and it helps our brand look consistent. On the other hand, the insights module gives us the information we need to understand our customers better. We are in a better position to understand the customers’ pain points and tweak the info provided in the KB to serve customers more effectively.

What aspects are problematic or could work better?

There is nothing to dislike about Wix Answers. The solution has offered what we were looking for. For now, no issue to mention.

What specific problems in your company were solved by this product?

The load on our helpdesk was overwhelming. As a result, both the performance and productivity of the service agents were spiralling down, faster than we can fix them. Our online store was missing out on business opportunities and customers we riding off our business dissatisfied. Some of the burning issues were so simple and repetitive that it made no sense having them solved by service agents. We needed a central repository for answers to these issues. This meant creating a comprehensive KB to preempt simple customer questions, where Wix Answers is a big help.

Are you a current user of this product?

Yes