Have you thought about Wix Answers alternatives? Like Zendesk, for example. Those two service desks are among the most popular and widely used service desk platforms that offer common features. Also, they provide numerous small and medium-sized businesses and enterprise-level customers with outstanding unique advantages. For example, both platforms ensure multichannel customer support, critical features of call centers, and the appropriate knowledge base. After all, these two solutions offer advanced analytics options and numerous integrations.
Below, we will compare Wix Answers vs Zendesk by considering their main features. That will help you determine which platform is the most suitable for your organization. So, let’s begin with a brief overview of the Wix help desk and Zendesk ticketing system.
Wix Answers vs Zendesk overview
Wix Answers is considered a robust service desk tool that allows for managing customer support services better. It provides a built-in knowledge base, a convenient ticketing system, a call center, and helpful live chat features. Thanks to Wix Answers, you can forget about configuring plugins or customizing the software to satisfy your business requirements. That is because various help desk solutions are already integrated within the relevant platform.
After all, Wix Answers is a cloud-based tool that provides support to its large user base containing 150 million people. To do that efficiently, they employ 1,200 customer service representatives.
What about Zendesk, it enables organizations to connect with clients using phone, email, web chat, and social media. Besides, it covers other valuable communication channels provided by third-party integrations. Zendesk serves as a communication hub directing all your interactions with clients to one platform. That allows you to easily monitor your support inquiries, respond to customer queries, and measure customer support performance.
Compared to Wix Answers, Zendesk forces its user base to implement plugins and third-party integrations. On the other hand, they will not obtain typical customer service support features. Meanwhile, Wix offers everything necessary for the appropriate customer support built right into the tool.
Zendesk vs Wix Answers: comparing features in detail
Below, we will analyze the most critical features of both service desk platforms. That can help you decide which one is perfect for your business.
Multichannel customer support
Wix Answers. This help desk tool serves as an all-in-one customer support platform that offers all necessary features built-in. Therefore, you do not need to create new entities whenever opening up tickets. Wix Answers provides customers with outstanding multi-channel support. That allows for managing and monitoring tickets on different communication channels, including phone, email, social media, and help widgets. Also, Wix offers automatic recommendations of articles to its user base depending on their support inquiries.
Ultimately, the tool’s One Tab Ticketing System enables your support agents to use everything required from a centralized place. This system helps quickly find the necessary articles or guides and share them with clients directly using your ticketing tool.
Zendesk. Applying Zendesk, you have to add a new layer for each communication channel you use to provide customer service support. Besides, the various features (for example, Support, Guide, Chat, and Talk) cannot integrate appropriately. Depending on that, you have to spend some time educating your staff and making the tool perform efficiently.
Call center capabilities
Wix Answers. Wix Answers is considered a complete call center tool that enables your company to receive calls using the phone. It helps organizations establish a toll-free number and add local numbers related to the countries where they run business. Also, Wix Answers includes an IVR system that allows routing calls to the relevant support agents if needed. Thus, companies can enhance their overall response time since they can collect and analyze data about complainants quickly.
Zendesk. Using Zendesk, your company can create a toll-free number or local one for over 40 countries. Besides, you can port in current numbers. At the same time, your support agents can receive calls from clients and assist in resolving their emerging issues. On the other hand, you can also initiate calls to provide customers with proactive support. That allows your support team to automatically generate tickets for relevant calls.
Apart from that, Zendesk automatically shows client data and previous interaction history. That may include chats, emails, and other communication channels your organization utilizes to enhance customer experience. With a multi-level IVR system, your business can easily route clients to a specific support representative.
Self-service & knowledge base
Wix Answers. Here, the knowledge base allows for creating and managing various types of resources. They cover help guides, articles, tutorials, and FAQs. That allows your clients to quickly find the necessary answers to their questions and find relevant articles. After all, that also helps provide an automatic recommendation of articles depending on customers’ questions in support tickets.
Zendesk. This platform makes it possible to establish a customized self-service center that enables clients to define and address their problems. It offers the specific Knowledge Capture app using artificial intelligence (AI) for recommending articles. Such articles allow your support team to address client complaints faster. Finally, that makes it easier for support representatives to link the particular resources existing in ticket responses within one single click.
Reporting and Analytics
Wix Answers. The tool offers a centralized dashboard that allows you to obtain critical insights from one place. Here, you can analyze what clients are searching for and control your support team’s performance. Besides, that makes you stay informed about current ticket response times and brings an opportunity to look at customer satisfaction ratings.
Zendesk. When it comes to Zendesk, it provides detailed insights covering minute details regarding your daily operations. So, you can define the exact issues and the time necessary for resolving them appropriately. In turn, that also allows for optimizing current processes to enhance performance. But Zendesk’s user interface is not easy-to-use, and it provides only qualitative information. Therefore, you must depend on numerous third-party applications to get valuable insights and generate relevant reports.
Integration capabilities
Wix Answers. The key integrations Wix Answers provide are the following:
- Salesforce. It allows your organization to enhance support representatives’ workflow. That is because such an integration shows customer data from your Salesforce account on relevant support tickets.
- Slack. It enables your company to send different notifications to your Slack channels automatically. Thus, your support team knows if clients reply or create new tickets.
- HubSpot. Integration with HubSpot makes it possible to improve your existing workflow thanks to obtaining access to synchronized HubSpot CRM.
- Zapier. With Zapier integration, you can automate workflows and link Wix Answers with over 1,000 supported applications.
- Jira. Your support representatives can view and create issues depending on tickets. That helps increase their productivity significantly.
Zendesk. Nowadays, Zendesk offers more than 500 integrations, including
- Channel integration. Zendesk can integrate with some communication channels like Telegram, WeChat, Slack, or YouTube.
- Editor app integration. That includes integration with Emoji, Wistia, Giphy, etc. So, customers gain a chance to edit and personalize messages.
- Trello integration. By integrating Trello, your support agents can organize different complaints. They can convert support tickets into relevant cards and manage them using Trello.
Wix Answer vs Zendesk: pricing
Wix Answers. With Wix Answers, your organization will pay only for what it needs. The cost of a selected plan will depend on the products your business subscribes to and the number of support agents. Also, you should decide whether to choose a monthly or yearly subscription.
In this case, you can select the desired products to subscribe to. Another option is to subscribe to each available product for $45 per month. From an individual standpoint, each product costs
- Knowledge Base (from $16 per month)
- Ticketing System (from $16 per month)
- Live Chat (from $12 per month)
- Call Center (from $20 per month)
Zendesk. All products provided by Zendesk are paid for on a per-user basis. Thus, you can select one of three plans – Support, The Suite, or Build Your own. Besides, your organization can purchase the necessary product individually, depending on your needs.
Below, there is a cost you should pay for different products offered by this help desk for eCommerce:
- Guide (from $15/agent/month)
- Chat (from $14/agent/month)
- Talk ($19/agent/month)
- Sell ($19/agent/month)
- Explore ($9/agent/month)
- Gather ($9/agent/month)
- Connect (contact to receive a quote)
Key pros and cons
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Wrapping up: which help desk to choose?
Modern service desk platforms like Wix Answers and Zendesk allow your business to manage and control customer requests. Also, with these tools, you can address other customer support issues successfully. When choosing customer service for Wix, your company will obtain everything it requires using a single system. Meanwhile, Zendesk, an eCommerce help desk system, depends on third-party integrations to provide the same typical features. Finally, it needs much more time and budget to get everything to perform correctly.