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Answers impact.
See how companies like yours meet customer expectations, faster and cost-effectively.
Maximum efficiency, minimum cost.
How can a small number of agents handle a large volume of tickets efficiently?
TOP CHALLENGE
THE SOLUTION
Only 19 agents
handle 3500 tickets per day
20 minutes
first response time
“By providing a very flexible system that easily communicates between the platform and the actual website Answers was able to solve our main challenge.”
Use Macros and Automatic actions, so agents can handle thousands of tickets per day, stress-free.
Moty Rokach, Senior Director, Customer Service & Operations at Viber
Let customers effortlessly support themselves, world-wide.
Localize support articles at a large scale without dev involvement.
TOP CHALLENGE
THE SOLUTION
5 min
onboarding time for the content manager
13 languages
within the help center
A self-service experience that is effortless to use, manage, and collaborate upon with built-in article translation flows and multilingual UI.
"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 at Getty Images
One system for operational productivity.
Multiple, disjointed systems lead to chaos in the handling of customer issues.
TOP CHALLENGE
THE SOLUTION
97%
knowledge base success rate
Streamline all support operations and eliminate multiple workflows by using one system only.
A few hours
for first response time
30 seconds
agent response rate
“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.”
Yakir Lasry, VP of Customer Relations at MyHeritage
Cut response time, without compromising on quality.
Cutting onboarding as well as response time without losing efficiency and quality of support.
TOP CHALLENGE
THE SOLUTION
75%
one-touch resolution
Only 2½ hours
of agent onboarding time
Merge all systems into one for maximum efficiency and provide an easy to use UI that is the same for all systems and provides all necessary customer info.
“By consolidating our solution into one system, using custom fields, labeling, and automatic actions, we were able to save time and costs while ensuring that customers get the high-level support they need.”
Doron Pryluk, VP of Customer Experience at Guesty
One source of knowledge, for customers and employees.
Scattered knowledge and data, that leaves customers and employees confused and prevents improvement of product flows.
TOP CHALLENGE
THE SOLUTION
60%
increase in agent productivity
Get clear data on tickets and the help center that allows for an improvement in the handling of customer cases, articles and product flows.
75%
decrease in response to resolution time
23%
improvement
of CSAT
90%
of sign-ups from the help center
“Wix Answers gives us a clear understanding of our users’ needs and pain points. With this data, we’ve been able to improve our CSAT by 23%.”
Danny Pinto, Director of Global Support at Yotpo
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