All channels. One platform.
Whether you’re already doing multi-channel support or growing into it, Answers offers all the channels you need (or will need) out of the box in a single platform.
What it means for you:
Enable efficiency
One platform means agents and managers work in only one tab — no switching between systems or hunting down information. This enables your team to be more efficient and focused and decrease resolution times.
Make agents operative. Fast.
With one consistent, intuitive UI for all channels in a single view, new agents can get up and running in just an 8-hour shift.
Get all your insights in one place
With all channels consolidated into a single system, the ‘big picture’ data you rely on comes from only one source of truth. Evaluate team efficiency, view CSAT scores and learn about your customers’ recurring issues.
Grow cost-effectively
Minimize or completely remove your dependency on development. As you scale, you can add channels and adjust workflows effortlessly on only one system.
“By switching to Answers, we eliminated the need for multiple vendors—everything is now in one place and easy to use. We’ve also cut our response time to under 30 seconds by automating time-sensitive processes.”
Lasry, VP of Customer Relations
One-tab workspace. Maximum efficiency.
With all the tools agents need in a single tab, Answers makes support teams more efficient, decreasing resolution time and increasing customer satisfaction.
THE 4 COMPONENTS OF THE ANSWERS WORKSPACE
Agents shouldn’t need to ask customers too many questions to resolve an issue. With a complete customer profile next to the ticket, they can see previous issues, personal and technical information. Agents can also see customer details piped in via Salesforce, Jira, Hubspot, and other integrated systems.
However customers choose to reach support, agents can see their entire journey in one chronological view. Answers provides the context they need to help customers quickly and accurately.
Enable faster, more consistent responses with AI-powered article suggestions and saved replies. The reply box also lets agents leave internal notes to loop in other relevant stakeholders or write more information.
All real-time and offline support requests are visible and manageable in one feed, enabling agents to easily bounce between conversations without spending time switching tabs.
One inbox
All real-time and offline support requests are visible and manageable in one feed, enabling agents to easily bounce between conversations without spending time switching tabs.
Single timeline
However customers choose to reach support, agents can see their entire journey in one chronological view. Answers provides the context they need to help customers quickly and accurately.
Agent reply box
Enable faster, more consistent responses with AI-powered article suggestions and saved replies. The reply box also lets agents leave internal notes to loop in other relevant stakeholders or write more information.
Customer info panel
Agents shouldn’t need to ask customers too many questions to resolve an issue. A complete customer profile next to the ticket displays previous cases and personal and technical information. It also includes information from Salesforce, Jira, Hubspot, and other integrated systems.
Knowledge that empowers support teams and customers
With knowledge fully integrated into your support platform, customers find answers more easily and agents resolve issues faster and more accurately.
FOR CUSTOMERS:
Self-service
Let customers resolve issues on their own, and give your agents more time for the harder stuff. Answers makes your support content SEO friendly and easy to find on Google.
In-product contextual support
Display relevant help center articles along your customers’ natural workflow so they don’t have to jump away to find an answer. This will make their experience more satisfying and ultimately more successful.
FOR SUPPORT TEAMS:
Internal knowledge hub
Give agents instant access to the knowledge they need to be consistently accurate and efficient while resolving tickets. With one go-to source of information at their fingertips, agents can decrease resolution times and increase customer satisfaction.
Smart article-suggestion engine
With the knowledge base connected to the ticketing system, agents can attach AI-powered article suggestions to replies. This makes answers consistent and agents more confident.
"Wix Answers gave us the ability to create a help center the way we wanted in a short time frame with zero development, minimal effort, and in multiple languages."
Darren Vandervort, Product Manager
Customer support management tools for large scale organizations
Answers gives you the right tools to manage complex support environments with hundreds or thousands of issues a day across multiple channels.
Spotter: Automations
Automate repetitive tasks and processes to reduce the need for time-consuming manual work. Spotter’s real-time alert engine either notifies relevant stakeholders or automates outcomes on time so support teams can accomplish their business goals and KPIs.
Control Room
No more looking back at reports and data to see how you need to improve. Get real-time visibility into your agents’ capacity, workload and performance. With one live dashboard for all channels, you can react quickly to improve first-response time and CSAT while preventing potential risks — with any volume.
Top issues
Identify your customers’ most common pain points with your product, and how painful they are. Put the customer voice front and center, even when volumes are high, and let your customers influence product improvements and evolution.
Top rated by customers and industry experts
Our pricing is simple
Unlock all customer support products and features
starting from $80/user/month (billed annually)
No extra charges, paid add-ons or hidden fees