Wix Answers and Zendesk are two popular help desk platforms that share common features and offer unique benefits for SMBs and enterprise users. Both solutions offer multichannel customer support, call center features, knowledge base, and analytics in addition to a plethora of integrations.

In this article, we’ll take a closer look at the features on offer with Wix Answers and Zendesk to help you decide which one is right for you. Let’s start with a quick overview of both platforms.

Overview of Wix Answers

Wix Answers is a powerful help desk solution that helps you better manage customer support services with its built-in knowledge base, ticketing system, call center, and live chat features. With Wix Answers, you don’t need to configure plugins or customize the software to fit your business as the different help desk tools are integrated within the Wix Answers platform.

Wix – a cloud-based development solution – uses Wix Answers to support its user base of 150 million people and employs 1,200 support staff personnel.

Overview of Zendesk

Zendesk lets businesses connect with their customers via phone, email, chat, and social media. Also, it includes other communication channels using third-party integrations. Zendesk’s platform acts as a communication hub that directs all of your customer interactions to one platform, allowing you to easily track your support requests, provide answers to customer queries, and monitor customer support performance.

The Zendesk customer support platform is siloed and forces the user to use plugins and third-party integrations for basic customer support features. Wix Answers, on the other hand, has everything customer support needs built right into the platform.

Wix Answers vs Zendesk

Here, we’ll go through the key features on offer with two of the most popular help desk platforms, Wix Answers, and Zendesk, to see how they stack up against each other.

#1: Multichannel Customer Support

Wix Answers

Wix Answers is an all-in-one customer support solution with everything integrated into the same platform. This means that you won’t be creating a new entity every time you open up a ticket; there’s one silo.

It comes with multi-channel support that lets you manage and monitor tickets on various communication channels. This also includes phone, email, Facebook, and help widgets. It automatically recommends articles to users based on their support requests.

Wix Answers’ One Tab Ticketing System gives your support team everything they need from a single and centralized place. It lets you quickly search for articles and share them with customers directly through your ticketing system.

Zendesk

With Zendesk, you’re adding a new layer for every channel you provide customer support through. Plus, the different features (Support, Guide, Chat, and Talk) don’t integrate with each other seamlessly. Due to this, you can expect to spend some time on training support personnel and making the system work.

#2: Call Center Capabilities

Wix Answers

Wix Answers is a complete call center solution that lets you easily make and receive calls over the phone. It lets companies set up a toll-free number and add local numbers for the countries they do business in. It also packs an IVR system that lets you route calls to the right support agents every time.

This helps businesses improve their overall response time by collecting and analyzing information about complainants. Wix Answers also lets you view user activity and gather important data about customer communications that include call wait times.

Wix Answers has call center capabilities built into the platform and lets you add multiple phone lines from multiple countries within minutes.

Zendesk

With Zendesk, you can set up a toll-free number or local number for more than 40 countries or port in an existing number. You can also receive calls from your customers, provide assistance, and initiate calls to offer proactive support. It lets you automatically generate tickets for calls and voicemails.

In addition to this, Zendesk automatically displays customer information and previous interaction history including chats, emails, and other channels to help you improve customer support experiences. Its multi-level IVR system enables you to easily route customers to the relevant support staff.

However, to purchase Zendesk Talk you will first need to purchase a subscription to Zendesk Support. Not to mention you’ll also have to configure it which makes things more complicated.

#3: Knowledge Base

Wix Answers

Wix Answers knowledge base lets you create and manage different kinds of resources including help guides, tutorials, and FAQs. This helps your customers quickly find answers to their queries and search for articles. It also lets you automatically recommend articles to customers based on the questions they ask in support tickets.

Zendesk

Zendesk lets you set up a customized self-service center enabling customers to identify and solve their own issues. Its Knowledge Capture app uses artificial intelligence to automatically search and recommend articles thereby allowing support agents to resolve customer complaints faster. Moreover, it makes it easy for support agents to link these resources within ticket responses in a single click.

#4: Analytics and Insights

Wix Answers

Wix Answers’ centralized dashboard lets you view important insights from one place. You can see what customers are searching for and monitor your support agents’ performance. It also keeps you informed about overall ticket response times and customer satisfaction ratings.

Zendesk

Zendesk lets you set up a customized self-service center enabling customers to identify and solve their own issues. Its Knowledge Capture app uses artificial intelligence to automatically search and recommend articles thereby allowing support agents to resolve customer complaints faster. Additionally, it makes it easy for support agents to link these resources within ticket responses in a single click.

#4: Analytics and Insights

Wix Answers

Wix Answers’ centralized dashboard lets you view important insights from one place. You can see what customers are searching for and monitor your support agents’ performance. It also keeps you informed about overall ticket response times and customer satisfaction ratings.

Its Top Issues feature gives you access to qualitative data that helps you keep an eye on issues that need immediate attention such as repeatedly asked questions, support satisfaction in specific call centers, or frequent feature requests.

In addition to this, it allows you to assess the performance of your call center by monitoring different metrics like call volume and duration of new and reopened inbound calls. You can see who’s calling, where they’re calling from, and an overview of their query.

Zendesk

Zendesk offers detailed insights that cover minute details related to your day to day operations. This allows you to identify exact issues along with how much time will be required to solve them and optimize the processes to improve performance.

However, its user interface is difficult to use and only offers qualitative data. With Zendesk, you have to rely on a number of third-party tools to gain insight and generate reports which makes it complicated.

#5: Integrations

Wix Answers

Here are the integrations on offer with Wix Answers:

  • Salesforce. Lets you improve your support staff’s workflow by showing customer information from your Salesforce account directly on support tickets.
  • Slack. It allows you to automatically send notifications to Slack channels to let your support staff know whenever a customer replies or creates a new ticket.
  • HubSpot. Lets you improve your workflow by getting access to synchronized HubSpot CRM data directly on tickets.
  • Zapier. Enables you to automate workflows by linking Wix Answers with over 1,000 supported apps. You can choose built-in Zap templates or create your own custom template.
  • Jira. Support agents will be able to view and create Jira issues directly from tickets allowing them to boost their productivity.
  • Crowdin. Gives you access to translation management tools, localize messages, and automatically send translated material back to Wix Answers Help Center.

Zendesk

Zendesk has over 500 integrations at the time of this writing:

  • Channel Integration. It integrates with several communication channels, including Telegram, WeChat, Slack, Texting, and YouTube.
  • Editor App Integration. Theses integration include Emoji, Wistia, Giphy, and more. It helps customers edit their messages and personalize them.
  • Trello Integration. Its integration with Trello lets your users easily organize their complaints by converting support tickets into cards and managing them through Trello.

#6: Cost

Wix Answers

The great thing about Wix Answers is that you only pay for what you need. In other words, the cost of your plan depends entirely on which products you subscribe to, the size of your team, and whether you want to opt for a monthly or yearly subscription.

You can choose to select whichever products you’d like to add to your subscription or subscribe to all of the products for $45 per month. Individually, each product will cost you:

  • Knowledge Base (starting at $16 per month)
  • Ticketing System (starting at $16 per month)
  • Live Chat (starting at $12 per month)
  • Call Center (starting at $20 per month)

Zendesk

Each product offered by Zendesk is charged on a per-user basis. You can choose to go for a plan (Support, The Suite, or Build your own) or purchase products individually based on your needs.

Here’s how much you can expect to pay for each product:

  • Guide (starting at $15 per agent per month)
  • Chat (starting at $14 per agent per month)
  • Talk (starting at $19 per agent per month)
  • Sell (starting at $19 per agent per month)
  • Explore (starting at $9 per agent per month)
  • Gather (starting at $9 per agent per month)
  • Connect (request a quote)

Conclusion

Help desk solutions help you effectively manage and track customer requests and handle other customer support issues. While Wix Answers gives you everything you need in a single platform, Zendesk relies on third-party integrations for the same basic features and takes a significant amount of time, budget, and trial-and-error period to get everything to work.

Between Wix Answers and Zendesk, which help desk solution are you leaning towards and why? Let us know by commenting below.