When selling your products or services, you’re bound to get questions from potential customers. At first, you might decide to field questions among yourself and a small team: route phone calls through cell phones, answer emails or maybe even make yourselves available for an online messenger service. But as you grow, responding to clients over multiple platforms can be overwhelming. Questions may get overlooked or voicemails may not get returned. Even with quality services, bad customer service is a turn-off. Put yourself in the shoes of your potential customer. They’ve spent hours researching products like yours and are now choosing between you and a competitor. All they need are a few questions answered before they hit the purchase button. In this case, the company with the better customer service wins. Don’t risk losing out on sales because of poor service. Instead, look into Wix Answers customer support software. This comprehensive, free to use software offers the following benefits.
– Ticketing System. Create a robust ticketing system that allows you to accept tickets from multiple channels. Whether your customers contact you via telephone, email, your website or even Facebook, their question gets channeled in your system. You show up for them when and how they need you to. Track tickets to get an idea of the most frequently asked questions and then turn those into articles that can be placed in your knowledge base software so customers can find answers quicker. These articles will show up as suggested answers that may answer your customer’s question before he or she even needs a representative. The ticketing system is also built to help your agents. They can create internal notes on each ticket so that future agents will be brought up to speed quickly if the customer contacts support in the future. This cuts down on the time needed to service repeat customers. You can also create team announcements that broadcast to everyone at once so they’re always kept up to date with changes you make. And by letting customers rate their performance at the end of each interaction, agents will get a real-time picture of their support execution.
– Built-In Call Center Capabilities. For customers who want to speak to a person live, use Wix Answers to set up your cloud-based call center. You’re able to offer a local or toll-free 1-800 number for clients to dial into. Route calls to specific agents, keep customers on hold until a representative becomes available or allow them to request a callback at a time that fits their schedule. On the backend, you’ll receive actionable insights to track your team’s performance and make sure your company’s service goals are met. Real-time call monitoring, for example, lets you listen in on calls live to make sure your agents are responding appropriately. Desktop notifications are also helpful to make sure a call is never missed. Agents will receive notice when a call comes in, even if they don’t have the Wix Answers platform up on their screen. Call recording is available to not only get insight into how your agents are performing but could also be used to train future agents on the best way to respond to certain inquiries.
– Multilingual Support. Your Wix Answers knowledgebase supports 11 languages. This way, you can localize content to serve customers in their native tongue. This is especially useful if you’re looking to expand your global footprint. If you already have multilingual support agents, the ticketing system makes it easy to make sure the right ticket is routed to the right agent. All tickets are separated by language to avoid any confusion. For questions already answered in the knowledge base, agents can use the side by side view to make translation easy. The answer appears in one box in English, for example. The agent can then translate the answer for the customer directly into a chat box.
As a business owner, your goal is to serve your clients along the entire customer journey: from the time they first hear about your product or service to after they’ve purchased and started to use it. Wix Answers’ robust help desk software helps you delight your customers each step of the way, no matter the size of your company. The Wix Answers platform was designed to support over 120 million users, so it grows with you. Sign up now to give it a try.