Wix Answers offers several new products to better manage customer support
Wix Answers, a customer support platform with all channels built-in, is releasing three new products to more efficiently manage customer support in large scale organizations.
The products—Spotter, One Inbox, and Control Room—boost the capabilities of customer support teams, enabling them to provide a consistently higher quality and more seamless experience.
Spotter is an AI event-driven automation engine that allows any support organizations to set conditional workflows that streamline processes across multiple channels and entities. It increases the rate of self-service support, identifies problem articles without needing constant monitoring, and improves customer satisfaction.
One Inbox is Wix Answers’ next-gen omnichannel ticketing view. It is a unified feed of all support requests from real-time and offline channels: calls, chats, emails, and messaging. One Inbox increases the efficiency of customer support agents, giving them visibility of a user’s entire experience across all channels with seamless multi-channel switching.
Control Room makes support leaders more agile than ever before by letting them orchestrate and manage the entire support organization from one place. Control Room monitors agent performance across all channels, helps set capacities and limits for agents based on skill or assignment, and decreases spiking wait times.
By using all three products together, Wix Answers gives large organizations real-time visibility into their support performance, allowing managers to assign agents accordingly and make changes on the spot based on ever-changing realities, according to the vendor. With this level of control, they are able to tackle immediate challenges while mitigating risks—all from the same view.
“Wix Answers has built the first of its kind customer support tech stack that’s integrated into one seamless platform. We’ve taken the philosophy of Wix and created solutions that ensure any company can build a customizable support funnel—from knowledge base to pipeline to contact—according to its own needs without requiring any developers or code,” said Elad Eran, CEO at Wix Answers. “These new products will help companies support customers more intelligently and efficiently at scale.”
For more information about this release, visit www.wixanswers.com.