Consumers didn't have access to the knowledge and variety they needed. Especially with the widespread use of the internet and the saturation of information, consumers know what they want. So they do not hesitate to ask for it. Wix Answers was an excellent solution to fix this, but they stopped onboarding new customers. So you need to look for Wix Answers alternatives.
Do you need a help desk or ticketing tool?
Customer service isn't just about call center agents anymore, and the new age of customer service depends upon knowledgeable and independent agents who solve complex problems. In addition, they provide technical and empathetic support to consumers through various channels like social media, email, chat support, etc.
They also contribute to the marketing and product development departments' efforts by being the customers' voice. They are also an essential part of developing and maintaining long-term customer relations.
The need for efficient and effective customer service has necessitated the advent of the customer service industry. Businesses in this arena provide a help desk or customer support platforms. These are systems that facilitate and streamline the work of customer service agents by organizing, managing, and responding to customer queries. They also provide helpful insights into team performance, top customer issues, query (ticket) statistics, etc.
Customer satisfaction is the end goal of all customer service efforts, and by using a help desk platform, you can monitor and improve your performance.
What is Wix Answers?
Wix Answers is one of the most popular customer support platforms owned and created by Wix, a renowned website creation company.
This platform is widely used due to such features:
- It streamlines consumer interactions and queries from all channels.
- Presents everything in a simple, chronological order.
- Provides tools for creating a customer knowledge base, wherein the company prepares content like FAQs which users can refer to for self-troubleshooting.
- Provides performance analytics and insights that are useful for achieving customer satisfaction.
Despite all the advantages, Wix Answers is not the best platform if you want to scale your business. Some UI glitches, performance inconsistencies, and the fact that Wix Answers has stopped accepting new clients may make you want to consider Wix Answers Alternatives.
Wix Answers Alternatives
One of the best CRM and help desk systems at the moment, Freshdesk boasts almost a 100% user satisfaction rate. It contributes to your consumer engagement efforts, streamlines communications from all channels, and provides a knowledge base tool for agents and clients alike.
They also have a free plan ideal for small businesses that want to try out helpdesk solutions for the first time. Their team collaboration and management features are also beneficial. You can create notes for your tickets, use a shared inbox, connect with team members within Freshdesk, and create to-do lists to prioritize tasks.
Freshdesk's analysis features also give detailed statistics about tickets resolved, performance metrics, volume trends, etc.
Zendesk is another industry-leading help desk and CRM platform. You can keep track of tickets from all channels and get assistance in managing queries based on priority. Zendesk also acts as an inbox for all questions.
Their call and live chat features allow your customer executives to provide timely and personal assistance to consumers. Creating a knowledge platform has also been significantly simplified by Zendesk.
Building a community around your product is sure to improve customer engagement. On this engagement platform, customers get a chance to communicate with each other and provide feedback to the company.
Tracking your support staff's activities has also been made easy with Zendesk. Monitoring these metrics can help you improve response time and customer satisfaction.
3. Zoho Desk
Zoho Desk is another great option for managing your customer relationships. Like any good help desk tool, Zoho collects and presents data from all channels like email, SMS, calls, social media, etc.
You can also create call and message templates for auto-responses to minor queries. It is integrated with Zoho Desk, so your customer data is automatically fed into the system to provide your agents with information about the customer.
You can also customize the ticketing system according to your needs. For example, adding new products and departments, distributing tickets to different departments, etc. Your agents can also collaborate and ask for help from other executives.
4. HubSpot Service Hub
HubSpot provides all kinds of marketing support to companies. In addition, they have introduced HubSpot Service Hub, a CRM platform that provides all customer service features.
Ticketing facilities to assign queries to the correct employee, live chat and chatbot support, calling and emailing facilities, creating standard answers for specific questions, productivity and performance reports, etc., are just some of the features provided in the free version of this customer service tool.
Depending upon the paid package, additional customizations and features like messenger integration, adding multiple currencies, creating knowledge bases, getting customer feedback, sequencing tasks in one go, etc., can be availed.
Hiver is an excellent customer service solution for companies that mainly offer support via email and do not want to switch from using Gmail. Hiver is a Google Chrome extension that enhances your inbox and boosts your customer service capabilities.
You can now collaborate with teammates, create email templates, ask for help and use a shared inbox. Add customer details and get insights to craft personalized responses. Use Hiver on their mobile apps. You can also create tags and set up filters to create different email categories.
Hiver makes your work easy and efficient.
Gorgias was created specifically for e-commerce businesses. Not only does it let you serve your customers, but it also helps you monitor and control shipping and returns.
Georgias is the perfect solution for businesses that receive a small number of queries. You get all the information regarding customers and their orders, like shipping costs, refund procedures, etc., at your fingertips. As a result, it helps reduce your resource costs and maximize customer satisfaction.
You can also connect multiple channels like email, chat, social media, SMS, etc., and get assistance from their service executives to get you started.
6 Features to look for in the Help Desk
Now that we have discussed some of the best Wix Answers alternatives in the market, let us focus on all the must-haves to look for when investing in a new help desk system:
● Ticket Management
You want to ensure that the customer support tool can assign, sort, cancel, resolve, routing, and streamline your tickets. The greater the functionality of the tickets, the better.
● Collaboration Tools
Collaboration increases the level of efficiency and effectiveness of a customer support agent. Therefore, the support service system you choose should allow collaboration between the agents and between agents and respective departments.
● Knowledge base platforms
Help desk software should allow you to create knowledge base content like FAQs and blogs for your consumers. This content is vital in providing quick troubleshooting support and reduces your resource cost since customers can help themselves.
● Integration of Various Channels
To streamline and automate workflow, you need queries from all channels to be presented in an integrated format. This will make it easier to resolve tickets and evaluate performance.
● Options for Scalability
As your business grows and diversifies, you should be able to add more specifications to your ticketing tool. Therefore, ensuring that the chosen help desk solution supports your scalability plans is essential.
● Ease of Use
The customer service tool shouldn't be too hard to use or require the agents to have many technical skills because otherwise, it can increase training costs. Besides, if you are making the change from Wix Answers, your employees are more likely to quickly adapt to the new help desk system if it is easy to use.
Either you change your help desk software or move from the one that is going to sunset like Wix Answers. Besides, the help desk record transfer requires some strategy and preparation.