Businesses are in fierce competition, and great customer service is essential to help small businesses attract and retain the customers they need to survive. Customer service is the last frontier where small businesses can really differentiate themselves. To this end, there is a number of tools that small businesses can use such as customer service software to help them give your customers what they need.
One excellent tool for small businesses is Wix Answers, the online help and customer support software created by the free website builder Wix. Wix Answers presents itself as the “all-in-one customer support solution” allowing its users to create a knowledge base, built-in customer service call center, multi-channel ticketing system, and more. These are essential tools to help you retain your customers and out-service your competitors every time and win the game.
One reality in today’s competitive environment is that unless you deliver on your customers’ expectations, they are going to find someone who will. But before that, they will try to reach out to you about their complaints and problems in different ways, and the ease of getting hold of you and how you respond to them will shape their perception of how customers are important to you.
In fact, a white paper done by Loudhouse shows that customers try to resolve their questions and concerns in different ways:
- 54% of users will try to resolve the problem by calling customer service
- 48% of users will email customer service
- 27% of users tried to resolve their issue using online self-service portals
- 26% of users will go to the provider’s store in person
You can’t afford to have dissatisfied customers, and Wix Answers can help you provide support to your customers from every channel – email, phone and social media. Different communication channels offer different benefits to your small business and the customer, and it is important that you are accessible in each and every channel that your customers may use to reach you.
Let us look at how Wix Answers can help your small business:
How a Customer Service Call Center Can Help Your Business
When it comes to customer support, your call center is your front line. Calling is still the number one way – and sometimes, the only way — for customers to reach your business. It is important that your business offers the option of phone support.
As the business grows, you could also consider to enlarge your support team and to hire more agents. Your call center is also the main point of contact for your business, making sure that there is someone always available to handle customer calls. It also allows you to more effectively handle customer inquiries and complaints while freeing you up to handle the more strategic work to grow your business.
Wix Answers is an affordable solution is to sign up for a hosted call center to handle your inbound and outbound calls.
Wix Answers will help you set up a toll-free line that customers can use to call in for free. Its call center dashboard allows you to get information about all the activity of your call center, from what customers are calling about to how quick their calls were resolved. You can also monitor and track the performance of the call center agents to ensure that your call center delivers the best and most reliable customer service.
Why is a Knowledge Base Critical to Customer Service?
A knowledge base easily available to your customers 24/7 can help them find the solutions they need, allowing them to get the information for free.
Remember that there are customers who won’t always call you for help, but would prefer to find the answers themselves.
Wix Answers allows you to create a powerful knowledge base through support articles, tutorials, and FAQ. It’s your own help center, making sharing information and knowledge with your customers so much easier. Having detailed FAQ pages in your Help Center can cover a lot of ground and answer all the important questions from your customers.
The tool has a streamlined and user-friendly interface and advanced customization options, making it easy to document and create articles, FAQ pages and other types of content that your customers may need. With its intuitive interface, you can easily set up your help center in minutes –without the need for tech support. Wix Answers offers customizable templates that you can use, and match to the look and feel of your business. It allows you to have a searchable database of support information that is search engine friendly to make it easy for your customers to find what they are looking for.
Wix Answers also has built-in mechanisms that allow you to see exactly what articles your customers are asking for and what articles need improving. This makes it easier to improve the experience of your customers when they are looking for help.
Other Benefits of Wix Answers
With Wix Answers, you can assist your customers anywhere, whether online or by phone. Through the help widget, customers can read through your knowledge base and find the solution for their issues, and create support tickets.
Wix Answers also allows you to make better decisions based on deep insights about your customers. Tickets from different communication channels are consolidated in your dashboard, making it easy for you to manage all requests from customers. It offers actionable insights on the types of tickets generated, the response time for individual tickets, and the performance of your support team. With all your stats in one place, it is easier to make wise choices for your business.
As a business owner, you have two options: be just one of the entrepreneurs out there who operates within their comfort zones, or you can break through limitations. Wix Answers can definitely help you with the latter, and help you to grow your business.
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