Wix Answers Pricing Packages: What’s Included in the Plans?

If you want a unified platform for all your customer support channels, Wix Answers is a great choice. With Wix Answers, you can integrate all your support channels into a one-tab workspace.  This unique workspace provides users with all the tools and pertinent information to handle virtually all types of support issues. Moreover, it is very easy to use and has a clean intuitive user interface. Hence, various support teams of different sizes consider Wix answers as their go-to help desk software solution.

In this article, you will get to know what is included in the Wix Answers pricing plans. Moreover, we will discuss these plans in the context of use cases. In this way, you will have an idea of the right package that fits your business needs.

In today’s increasingly digital economy, ticketing systems are crucial to dealing with myriad customer service issues around the world. Companies rely on these platforms and help desk software, in general, to provide support in every junction of a customer’s journey—from initial inquiry to after-sales service. And, thanks to the pandemic, this has become more important than ever.

In fact, 64% of companies are poised to invest more in general automation technology because of the pandemic. And, in customer service, this is crucial. It’s because customers are on many different platforms yet expect a seamless interaction with brands. In fact, one survey found that 86% of customers do.

And, businesses recognize this. Recent customer service statistics show that 45.9% of businesses claim that customer experience is their top priority for the next half-decade.

So, this is where highly capable, easy-to-use, and affordable help desk software solutions like Wix Answers come in.

1. Overview of Wix Answers

Wix Answers is an all-in-one cross-platform help desk solution. It features an AI-powered reply box that provides agents with related articles and saved replies. In this way, you can save your business and customers valuable time in dealing with issues. Furthermore, as mentioned, it has a one-tab workspace that acts as a dashboard for all your agent’s needs.

This unique workspace provides agents with the right tools whenever they need them. Also, it eliminates the need to switch between tabs and go through multiple panels just to get the right information.

Moreover, customer interactions are arranged in a chronological manner. In this way, your agents can see the interaction history and understand the context of every ticket and customer they deal with. Moreover, the workspace includes a feature allowing agents to leave notes on interactions. So, agents will always be kept in the loop.

Key Wix Answers features include modules for task management, content editing, automatic actions, internal knowledge management, and custom workflows. The software also provides access to advanced reporting tools and visualizations. Moreover, it has a customer-facing help center with contextual self-service help widgets to boot. Wix Answers also has multi-lingual support.

And, as the platform is web-based, you can access it anytime, anywhere provided you have an internet connection. So, your company can provide uninterrupted support.

Wix Answers also integrates seamlessly with other business applications. The list includes Zapier, HubSpot, Jira, and Slack, among others.

2. Self-Service Plan

Wix Answers uses an intuitive click and drag interface to help you set up your help pages easily.

The Wix Answers Self-Service plan is basically a self-service knowledge management product for customers and support teams alike. The product is priced at $24 per agent per month, billed annually. This plan allows companies without a dedicated labor force for customer support to offer uninterrupted quality self-service information sources.

The plan includes a fully customizable help center with an intuitive interface for creating articles and FAQs accessible to multiple users. Moreover, it features a task management module as well, useful for getting the right person to do a specific job managing useful content.

The knowledge base includes a powerful built-in search function, allowing users to sift through articles and step-by-step solutions to particular issues. Moreover, contextual help widgets make it easier for agents, especially novice ones, to find the relevant content for their specific tasks.

Also, an out-of-the-box SEO feature allows your customers to find answers to their questions via Google. So, customers can find the help they need on their own. And, the help center is also optimized for mobile view. In this way, it looks not just readable but great on any device.

Furthermore, the plan includes knowledge base insights. This allows users to gain actionable insights from customer feedback and content performance. In this way, users will be able to identify knowledge gaps and deal with them immediately. Furthermore, this can be useful in looking for areas for product development as well.

Other available modules include feature requests for customers, a top issues view, and a bug awareness module to ensure that company knowledge measures up to your actual needs. Lastly, it has a side-by-side translation feature for ease of communications to provide support for multiple regions.

3. Multi-Channel Plan

A screenshot of the multi-channel support interface

The Multi-Channel plan costs $60 per agent per month, billed annually. And, like the previous plan, it does not include any hidden costs and charges. In addition to the knowledge management base, it includes modules for live chat and a ticketing system for better customer support. This is perfect for companies that mostly provide support through online chat platforms.

As the name suggests, the plan provides users with the means to deal with customer issues seamlessly across multiple channels. Supported channels include email, chat, Facebook, and web forms. Moreover, the dashboard features a single timeline view. This is useful in providing a better chronological context for outstanding complaints and other issues. This timeline view also shows useful features, such as customer history and a data panel.

Furthermore, the plan incorporates real-time triggers and automatic actions to save your team time in providing support. Also, another helpful feature is the AI-powered article recommendations specific to the contexts of a singular issue. In this way, your team will have pertinent information in just one click.

The automation feature also includes unlimited labels and queues. These allow for better workflow optimizations that are customizable for your every need.

Meanwhile, the live chat feature provides you with the ability to connect with customers seamlessly through different channels in real-time. With this, agents can just smoothly move from one channel to another, whichever is comfortable for your customers. Key features include automated routing, offline forms, target messages, a survey creator, and full customizability.

4. Call Center Plan

The Call Center plan includes the ticketing and live chat features found in the Multi-Channel plan.

The Wix Answer Call Center plan costs $56 per agent per month. Like the others, it is billed annually. This package focuses on providing call center teams with the right tools to handle tickets and customer concerns. Basically, its main offering is providing tools for exceptional phone and chat support.

The Call Center plan also includes the ticketing and live chat features found in the Multi-Channel plan. However, it lacks the knowledge management module. This is replaced by a set of call center features like inbound, outbound, and callback functions. Moreover, on top of the usual ticketing system, each call automatically creates a unique ticket. This cuts the time and effort of starting a ticket by a good margin.

Of course, like other top-tier call center software, the Wix Answers Call Center plan includes a smart call routing feature that bases its call forwarding on queues. Also, call monitoring and recording functionalities are made available.

Other key features include customizable Interactive Voice Response (IVR) flows and a real-time dashboard for monitoring and controlling operations. Other useful features include auto-transcribed voicemails, a global call center setup (with toll-fee lines and local numbers setup), and unlimited concurrent call support. Moreover, there is a wrap-up time feature as well. This allows agents to write a summary of every call before moving on to the next.

5. Unlimited Plan

A screenshot of the One Inbox dashboard

The Unlimited plan is Wix Answer’s ultimate plan. It is the full and complete version of Wix Answers. This costs $80 per agent per month, billed annually. It includes all the main modules: call center, ticketing system, live chat, and knowledge management. Basically, it is the other plans combined. And, it ingeniously integrates all of these into a one-tab workspace for everything.

The one-tab workspace lets you access everything in just a few clicks, from your calls and tickets to live chat and your knowledge base materials. Also, like the Multi-Channel plan, it uses a single timeline view that logs in every customer interaction chronologically, including your calls.

Furthermore,  the plan provides you with a calls dashboard to track and monitor your overall workload. With this, you can gain actionable insights on the fly and optimize on the go.

Of course, essential features like task management, escalation management, and internal notes are also included. Also, there are help widgets made available to support the communication funnel. Lastly, it includes what Wix calls Spotter. This is a module that allows you to set up automation for repetitive processes. So, you can configure it to automate outcomes to help your support team accomplish their goals better. Plus, it has a real-time alert engine to notify stakeholders. Thus, you can keep everyone in the loop.

Which plan is right for you?

The answer depends on the size of your company and the ways that your customers prefer to contact you for support. The Wix Answers pricing plans are constructed in this way.

Self-Service Plan: Technical Content

For instance, if your company offers highly technical products and/or services with a highly knowledgeable customer base, the Self-Service plan might be enough for you. With the Self-Service plan, you can offer customers pertinent support information through the web. So, they can access it whenever they need it or anytime it is convenient for them. You can offer quick answers to FAQs or provide detailed troubleshooting instructions without attending to customers personally.

Multi-Channel Plan: Chat Support and Ticketing

If your customer base predominantly contacts you through online messaging channels, then the Multi-Channel plan would be the perfect fit. You can provide support no matter which online channel your customers choose. Manage everything on one page and have the right customer and product information available in just a few clicks.

Call Center Plan: Phone and Chat Support (No Knowledge Base)

The Call Center plan is great for companies that provide support both on phone and chat. The only difference is the lack of the internal knowledge management system offered in the Multi-Channel plan. So, if you already have a knowledge base service, you can always use it together with the Call Center package.

Unlimited Plan: Full Support and Knowledge Base

But, if you want the full version of Wix Answers with all four key modules available—ticketing system, live chat, knowledge management system, and call center—then you should subscribe to the Unlimited plan. In this way, you can manage all your support operations under one platform and eliminate tab and program switching. And, it is really as good as any other CRM software solution in the market.

Lastly, to truly know which plan is right for you, you should check out each of the Wix Answers pricing plans through the free trial offering. In this way, you can have a first-hand experience of how the software works and if it fits your needs and preferences.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."