Knowledge Base

100% Customizable

Choose a beautiful template and change it to suit your business. You can add your brand’s colors, logo and much more.  

Multilingual Support

Your knowledge base supports 11 languages. Localize content to better serve customers in their own language. 

Rich Content Editor

Add photos and videos to your articles. The editor lets you change anything to see how it will look to your customers. 

Actionable Insights

Get feedback and statistics on your most popular articles, trending searches, feature requests and more.

Translation Workflow

Make translating any article seamless to give global customers information in their language.

Best-in-class SEO

Your knowledge base content adds to your SEO, making it easier for everyone to find you online.

Help Widget

Add a help widget to any part of your website, showcasing useful articles from your knowledge base.

Privacy Settings

Restrict access to agents only, add a registration element or make your whole help center public.

Features

Help center, ticketing system and call center features to give your customers the best support.

 

Ticketing System

Multi-channel Support

Manage and track tickets from multiple channels - phone, email, Facebook, your help widget and more.

Rule Engine

Add a simple automation system based on if/then logic that lets you assign new tasks, update fields and more in a click. 

Smart Suggestions

Automatically recommend articles to customers based on what they’re asking in their support tickets.

Multilingual Support

Tickets are automatically separated according to language, ensuring you get the right ticket to the right agent.

Custom Fields

Add custom fields to your contact forms to get accurate insights into what customers are looking for.

Actionable Insights

See all of your stats in one place, find out what your customers are looking for and see how your support team is performing.

Link Article to a Ticket

Search for articles in your help center and share them with your customers directly through your ticketing system.

Assign Tickets

Assign tickets to groups or individuals. Your team members will be notified whenever they’re mentioned in a ticket.

 

Call Center

Cloud-based Call Center

Set up your call center in minutes and get your own 1-800 number - no download necessary.

Multiple Call Types

Make and take calls seamlessly, or let customers request a callback to get service at a time that suits them.

Interactive Voice Response (IVR)

Set up your IVR to interact with customers and direct their call to the right agent or group.

Unlimited Concurrent Calls

Make and take as many calls as you need to, at the same time, from multiple numbers.

Live Dashboard

Get the full picture of how your call center is operating, from call waiting and processing times to agent activities.

Call Routing

Ensure every call is routed to the correct support agent or group within your team.

Call Queuing

Deal with high call volumes by keeping customers on hold until an agent becomes available.

Actionable Insights

Track your team’s performance by getting insights into call length, customer locations and more. Coming soon!

 
 

Live Chat

Real-time Support

Provide support for customers seeking immediate help. Utilize Ticketing System, articles, and saved replies in one place.

Full Customization

Customize every aspect of your live chat: content, fonts and colors to create branded, professional experience.

Multiple Languages

Chat with your customers in their own language, no matter where they are in the world.

Offline Forms

Make it easy for customers to get in touch via chat outside your business hours with custom contact forms.

App Integrations

Access valuable customer data while you chat, by connecting apps like Slack and Salesforce with Wix Answers.

Powerful APIs

Create custom input fields, set up triggered events in live chat and more with Wix Answers APIs.

Business Hours

Set up your live chat software’s hours of operation for each day of the week or make yourself available 24/7.

Article Sharing

Instantly send your customers support articles, integrated from your knowledge base.

 

Insights

Cross-Platform Insights

Analyze your KPIs and make data-driven decisions regarding your entire support workflows and efficiency.

Top Issues Insights

See which questions appear most frequently and where your customers need extra help so you can optimize their experience

Ticket Insights: Statistics

Analyze extensive tickets data. Set time ranges, apply filters, and select metrics to identify key areas to improve upon.
 

Ticket Insights: Agent Performance

Compare ticket stats for agents under time ranges. View solved tickets, number of replies and satisfaction.

Ticket Insights: Group Performance

Compare ticket stats for groups of agents. View solved tickets, number of replies, median response time and satisfaction rate.

Knowledge Base Insights

Get a clear view of your help center traffic, flows and how helpful it is for your customers.

Articles Analytics

Take a look at article trends and view more in-depth statistics.

Feature Requests Insights

Find out which features your customers really want according to the most voted feature requests.

Get Wix Answers, the help desk software that makes it easy to support your customers. Wix Answers comes with live chat, a help center, ticketing system, and built-in call center. With our easy to use customer support software, you’ll have all the tools you need to support your customers and your business.

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