Streamline Your Customer Support with Wix Answers

Hey everybody. You ready to kick this off? Carl?

Yeah, let's do this, Brett.

Hey everybody, welcome. We're going to be talking today about streamlining your customer support with WIX Answers. Carl, I can't see you. I feel alone. I feel so alone. Carl. So Carl's joining us. Carl, welcome. Oh, there you are. Carl, tell us, before we jump into this, tell us a little bit about you and what you do at wix.

Yeah, so I've had a really fun journey here at Wix. I've been almost going on seven years now. Got my start in support, helping Wix.com customers with websites, SEO, the whole gamut. And then as I grew through support, became a part of the Wix Answers team, which is the product we're going to be discussing today and really helping other companies start to solve their customer support problems with the platform that we've built in house. So be going into more detail with you about that today.

So it's interesting, you say, tell us a little bit about how WIX Answers kind of came to be and you say in house. I think it's an interesting story and not everybody I think knows kind of how it came to be. Can you tell us a little bit about like the story of how it came to be?

Yeah, absolutely. And I think that any of you in the audience today that have been around wix have known the kind of explosive growth that we've gone through in the last decade or so and just kind of paint a picture about, you know, six, seven, eight years ago. We didn't have like a one solution to be able to understand all of our customers needs and support requests. We had, you know, a bunch of our product managers working out of a shared Gmail inbox, just trying to, you know, separate the bugs and the issues and the requests all out. So we actually looked at, you know, how can we best support our customers at web and we didn't find another solution that was available for us in the market. So we basically built our own platform that allows us to do ticketing, knowledge, call center. It allows us to really manage all the communications for our WIX customers all under one roof.

I love that story. It's really interesting and it's just so much of a WIX thing to do. Right? So today what can one, if someone were to watch this or those who are here, what's something we could expect to take away from this particular webinar?

I think that what I want to show you today is that WIX Answers, although it's this huge kind of Powerhouse that's that supports Wix.com it's really a tool that can help fit a business of any size with their knowledge, communication and customer support needs. I really want to kind of paint how using like a modern tool set for understanding customer interaction and customer experience can actually bring a lot of value and save you a lot of time in your everyday. So that's the message I'm hoping to get across today.

So when we wanted. That's a great message. It's a lot. Where do we start with that, Carl?

Yeah, well, I think like the first place we should start really is covering what is WIX Answers. Right. And I want to kind of take you through the journey today of not only what is WIX Answers and what it can do and what it really brings to a business. So today we're going to be talking about obviously what is WIX Answers. We're going to go through every arm of the product and see like where this can help and see like some data that can help us measure at the end of the day. But I think it's really first important to understand what wixanswers is. And for those of you in the audience that have contacted support, you will have actually already interacted with WIX Answers before. Whether you've ever looked up something on our faq, whether you've ever called one of our support agents or send in a ticket. Wix Answers is that platform that supports all those customer interactions. And it's not just WIX that uses it. Right. We have other big companies like Fiverr, Getty Images, Guesty, myheritage. We have a lot of other people that are using Wix Answers as well to support their customers and support their everyday needs.

Well, you know, it's interesting. Those are, those are big companies, Carl. I also know several partners within the community that use WIX Answers for their needs and a lot of them vary from partner to partner. And I know some that actually sell WIX Answers to their client or integrate with for their client or build it out for them. So it's, I like what you said earlier when it was it can be tailored for large companies because obviously wix uses this, right? So if you have as many millions of users as WIX has, it works. But also if you have a small base, it still works as well for small businesses, which I think is really robust. So I won't say anything else. You keep going, man.

Yeah, no, absolutely. And I think that, I think there's like, I think we see when we have conversations about this Platform, we see two sides of it. We say, hey, this is the platform used by wix. And people are like, oh, you know, well, that's big, that's scale, that's, you know, like millions of users. But like, just like you're saying, Brett, you know, even like smaller partners and agencies, you have, you know, a couple hundred clients, there's still needs for organizing those communications and keeping everything in line and really getting data out of it. I always like to tell people, you know, if you're not getting any sort of data or analytics out of the emails you're doing out of your Gmail inbox or something, you're. You're kind of, you're wasting a lot of effort there. And that's kind of where I want to start with the product and really start about talking about our ticketing platform and what we can do by being able to manage the conversation from all in one place. So, Brett, if you don't mind, I'm going to hop over to the platform and kind of start showing you how all these things work together to kind of paint a better picture. How's that sound? Perfect.

Oh, excited?

Perfect. Great. So on my screen here, what we're looking at is a demo account here. And just for like, intensive purposes, this is like our fake Uber eats. I think a lot of us are ordering in these days due to the circumstances, so hopefully this resonates with you today. But what I'm showing you here is our, is our ticket list or our inbox view. And this basically gives me the ability to organize and see all the different conversations and all my customer interactions that are coming in. So rather than, you know, a complex series of labels or filters in a mailbox, we can create what we like to call queues and views that allow me to see, okay, these are all my hungry customer interactions. These are all my delivery driver interactions. I can even move them between tiers and different levels so I can understand how far things are along. But just at a high level, I get a really clear picture of exactly how many conversations I have where and who needs help when, when I take a look at one of these ticket timelines, what we're going to see here is really like the kind of the value we start to get out of using a customer centric support tool. And rather than just the conversation and seeing what the user wrote, I have the ability to see a lot of things at the top of my screen. I can see any labels or a status applied to this if I want to track, okay, this is a ticket related to someone asking about a menu. I can see how long I have to respond to a ticket or the ticket number or how long something has been waiting. On the right side of the screen, you get the ability to see a full 360 degree view of the user. So any of their past correspondence with me, the type of person they are, any sort of custom data, whether they are in a certain account or a certain department, I can see all that here. So all orders, if they have a Jira entry, a Salesforce entry, technical data we can really build using a lot of our integrations. The ability to see everything that this user's been up to, what they bought, who they are, and how to get in contact with them.

So that's interesting. I want to. And I don't know if you're going to have this later in the. Later in the webinar, but that's interesting that you have Jira and Salesforce there now. Just for people who are watching and clarify, that is an integration. Is that what that is that we're looking at here?

Yeah. So this right sidebar here, basically you get to pick and choose as a business, what information you want to show here. So whether it's something like information out of your back office, like this, recent orders, or if it's like Jira, HubSpot, Salesforce, Slack, any other place you get information, you know, you rely on customer information, we can bring that in to create this 360 degree view.

That's, that's okay. I just wanted. That's, that's amazing. But I wanted to sort of clarify what we're looking at there. Thank you, Carl.

Yeah, absolutely. I just want to kind of give you a picture of what that Salesforce integration looks like. So I know you touched that on with me before, Brett, but basically, if I have, you know, if I'm using a CRM and I'm tracking deals and I'm tracking the ability to, you know, who's where, who's related to what. Here's a real live Salesforce record where I can actually see, okay, this is my account owner. They have a deal, they have an account, they have a case. We can pick and choose what fields show here. That way when I go to respond to this person, I know exactly who they are and who's their owner. What the most recent steps are really creates like an actionable view for myself to respond to my clients.

That's awesome.

Jumping back into our original ticket here, what I want to show you is the actual timeline of the conversation. And this is when we start to see a lot more value and get a lot more idea of what does it take to respond or reply and help this user along. So what we have is a top down ticket timeline, very much like a text message or an imessage. We see everything that happens in chronological order. Chronological order, excuse me, but what differences us from just like a textual communication is that we can see any sort of rules or automations or actions that took place. So Matilda wrote us a ticket, she was trying to find a menu. We applied an sla, we applied some labels given our rule engine and we began to help the user. But what this really gives me is a lot more context and a lot more information about how the conversation happened, what was changed and what data was added. And it gives us like a bigger, you know, a more clear idea of, you know, what steps were taken to nurture this customer along and maybe help them, you know, sign a contract. Maybe what was required to help troubleshoot a user's issue and making their website work. You can really see a really strict, clear, clean audit log for those things. What it takes to resolve an issue. Now what I want to focus on here is really kind of something that we spent a lot of time through our own experience at wix in WIX support and we really kind of built this into the platform to really optimize the experience of the, the agent, the person managing this inbound lead, whatever the case may be. So right here in this reply box we have a lot of tools that help us clearly and concisely respond to the user. The first one would be our saved replies, which allow me to just do like a hashtag, hi and it instantly is going to drop in like the user's name and then a quick thank you for contacting us. Something simple that we say commonly from ticket to ticket. And I can say something.

How did you do that? When you're responding, you just hashtag and

okay, just like Slack, just like Twitter, you know, just like Instagram, you know, just a little hashtag in there. Boom. Within a few seconds I have a well crafted response, pulls in the user's name and a common intro that I use.

And those can clearly be edited. Like I can create my own hashtags.

Yeah, you can create ones that are personal for you. So like if you have something that Bubba likes to say all the time, you can say, hey, I know you would, Brett. Yes, of course you would have a personal arsenal of things that just you say. And then you can also have things that are shared across the team. Maybe if I had a common outro, something that said, thanks for contacting Bite to go support, something I wanted all my staff to use. You can set it in one place and keep that consistent across all your messages.

Copy. Yeah.

So let's get back to answering Matilda's ticket here. So I'm going to use my hashtag, hi, and then what I want to. What do I want to do with. Anytime someone's asked me a question, I want to acknowledge the problem they had. So it says, it looks like you are contacting us in regards to. And before I even go through here and start trying to read, you know, I've seen on this ticket, I've just kind of briefly scrolled through here. What I need to do now is, hey, this person's reached out to me. I need to provide them a solution. Before I even begin kind of reading through this ticket though, and understanding what's happening, I want to point out these things here. We have these suggested answers that are coming from our knowledge base and all of our past support tickets. And one of the things we've leveraged at WIX is that we know that, you know, supporting our website users, that after a certain amount of time, I know that when someone says, hey, my domain isn't connected, or hey, I saved my website, but it's not online, we start to understand and identify commonalities between these. And we start to get pretty good at knowing what the answer is going to be. And we actually, after learning through the tickets and after doing support over a week or two, we actually use our smart AI rule engineering, start suggesting responses given the context and the conversation that's happened in this ticket. So when we go through here, Matilda has, hey, she wants the menu for Smothered in Love. Can we get it to her, please? Despite what's happening through this ticket, my first recommended answer here is how to update a menu item, how to change a menu item. But it's all things that are revolving around how to modify and edit a menu, which is one of the big powers and upsides of answers is that the more often that you respond to your users the same conversations that you're having now, our AI engine on the background will start to identify those things and start to push those as responses for your agents to speed up time and provide better, consistent answers for your users. So we really are optimized this for the end user to be able to quickly formulate good answers. So I use that hashtag, hi, I acknowledge the issue. I do a hashtag outro and then Within a few seconds, I have a smart, well crafted answer that. With an answer that's come suggested for me by all the past tickets that I've done, and using some saved replies to quickly do all the highs and formalities of the ticket quickly and easily.

Perfect. That makes a lot of sense. I didn't know about the hashtags either, and I actually use wixanswer, so I'm actually learning as I watch this.

Yeah, Brett, you go in there. Next time you're in there, just go to tickets and go to save replies. And then what you can do is come in here to your personal prize, create a new one. I think you do something called this, like, hey, from Bubba.

That's awesome.

We do a hashtag bubba, and then you. I've just now, correct me if I'm wrong, but I don't want to overstep my boundaries here, but you'd probably do something like, hey, y'.

All. That's it.

There we go. Thanks for reaching out today.

Even if it's one person, there's always a y'. All. Right?

Always y'. All. And I think in today's day, you can't go wrong with saying y'. All. You know, I think there's so many pronouns you can step on, I just go, y', all, and everyone's happy.

So that's. I did not know you could do that. I'm actually gonna do that. Thank you.

Definitely do. Yeah, you have. You have permission. So go in here as you get a hashtag bubba going on for yourself, Brett, and that'll save you some keystrokes. Save those fingers. And to get you responding to people more quickly.

Awesome. So I. If the tickets. I like this ticket view and there's a lot of information here, but I was really interested when you were showing the reply and that there were some Suggested. Some suggested KBs there. Now my question is, if I'm not using KB, would those options be there?

No, those options. So these are articles that are coming directly from our knowledge base. And here is the agent. I can actually search through all of the knowledge that I have in my company. But what you're saying, Brett, is true. Like, this does require the knowledge base, and this does need knowledge to be there. And I think when we talk about, you know, going back to our original point, businesses of different sizes need different things. I think everyone has a need to better communicate with their users. But I think those that are on the smaller side or those are the startup phase don't exactly have a, you know, a central source of knowledge and a central source of truth, so to speak about, you know, how to interact with, how to get a quote, how to fix that domain issue, how to make a change to the website that you handed over to me. So these wouldn't populate automatically, but one of the ways that we kind of coach growing support organizations into being is that the moment that you start identifying the commonalities and these common requests you're getting, and I think we could all sit down and think about, it's like, hey, what's the most common request I get every week for, you know, partners and agencies? It might be people asking for a quote, people asking about, hey, I have an existing website and I want to move it over. What's that do? Right? But over time you kind of have these common flows and common response. And once we identify those in the ticketing system, what we want to do is then move over and create. We want to move over to our knowledge base. Let me get my tabs in order here. We want to start creating one of these. And this is what our public knowledge knowledge base looks like. This is like our FAQs, our how to's, our how to interact with a brand and a business. And this is what the idea we call as a self service, meaning that we want to be able to identify the things that are common and be able to offer them as a solution that ideally people can answer their own questions without having to wait for the turnaround time to, to get back in touch with one of our representatives.

So what am I looking at right here? This is an actual, this is WIX Answers with, with internal KB articles with the search bar. This is all part of WIX Answers, right?

Absolutely. So this is our fake Uber Eats company here that has different articles, you know, about, you know, getting started with your order, understanding your fees. These are all the things like if I was going to be, you know, trying to get something to eat tonight, things that I want to understand or questions that I might ask ahead of time before, you know, before doing business with y'. All. And everything you're saying is right, Brett. We have categories, subcategories. We have, you know, a search that allows us to easily find what we're looking for here.

You know, one thing I will say about, about the kb, that's very true. And this is a question that I think probably several partners may have in their mind. And the answer is kind of the proof in the pudding. How, how good is the SEO for this?

The SEO is truly, truly best in class. And what do I mean, by that, I mean like when you do something like this. I think we've done this a lot. Let me get my. Make sure I have my tab here. Curse of the live demo.

Stuck on the search bar. Oh, it's not going.

I don't know.

But, but, but, but I know what

you're going to do.

You're going to how to wick something and everything is going to be how to wick something.

Exactly.

Yes, yes, yes.

So let me see here. Let me see if I. Let me try it one more time in Firefox. Let me see if I can do this. Okay. Not working for us today on my tabs, unfortunately.

No, no, it's okay. I think everybody has probably searched right something and it's, and it's pulled live

from Connected Domain Deluxe. Right. So this is like, this is my common question. I show this example off to our customers all the time. I'm sure it's like as partners it's something that we run into frequently. But all the suggested, these featured snippets, all these suggested answers here, these are all coming from the native out of the box SEO functionalities of wix. People always tell me, oh well that's just because you guys built it for WIX and it's for wix. You made sure it gets to the top. That's not the case if I change a data subscription to myheritage. Right. One of our customers that we showed you earlier, I misspelled things. Still Google and wix Answers have my back here. Same idea. This is a WIX Answers account here for one of our customers. We're pushing all that information straight to the top. Really making this relevant. I know partners, agencies are in competitive, competitive keyword spaces for building websites, for consulting in that regard and their clients. Yeah. And we help solve that by just creating one of these help centers here. All you have to do is write, just create good content, just fill in those. Just kind of painting the numbers. I like to say we do all the heavy lifting. We get you on Google, we put you at the top. And all this because it's in a structured, nested fashion. Google loves this. That's how Google can pull up all those feature snippets, pull up all those eye catching things. So Google goes crazy for a knowledge base like this.

So I do have questions regarding the kb, but I'll let you finish going through this and then I'll probably. When you're ready for questions specifically for kb, I'll have some for you, of course.

So you know In a way, we didn't really reinvent the idea of FAQ categories subcategories. But what we think this does, we think it should look good, we think people should want to use it, we think that if we think that we should be able to get data and analytics off this at the end of the day. So if someone says, hey, this was helpful, this is going to get me way more insights than, you know, me just throwing this FAQ out on like kind of an empty wix page, but hoping people read it. Here I'm going to be able to track views, know if people like articles. If people don't like something, we can give them the opportunity to contact us. But the last thing I want to touch on here is our AI powered search and this is the same engine that we saw on the ticketing end. It's actually coming here to power our front end to really help make sure that people are finding the right answers to their questions. So if I'm coming here, let's say I was Matilda from our ticketing example, let's say I would have gone or googled in our help center and I want to look for something related to the menu. I know here that the answers here are not only the ones that have the most relevant content match, but they're also the ones that have the highest rating of self service. So people that are coming through here and finding articles and reading them and they're not filling out support requests, we think that those are the most valuable articles because they deflect and they help your users the most. So this AI powered search gets better over time. You don't need to manage it at all and you have the ability to really be hands off and know that your knowledge base is working for you. Help getting your information out there while all you have to do is kind of just focus on the content and have it look good.

Looks great. Looks great.

You said you had some questions about the kb, Brett?

Yeah, there's a couple here and I'm not sure, I'm sure if anybody can answer, it'll be you, Carl. So question inside of using your kb, is there a way to export a user's list?

So you would want to make like a list of users for the knowledge base itself?

Is that possible? Yeah, and I think the question here is is it possible to. And I'll kind of segue into this and this may shed light on this particular question. Is there a way to hide certain articles within, within the KB but then expose them on a, on a website that's possibly locked to members area. Is there something like that that you can do?

Yeah, so there's actually a couple different ways we can do that. So first of all we can control if you know who the user is and they're logged in, we can control what articles show to them depending on who they are. Another way that we commonly like to show subsets of information here is using our widget. And so let's say you have a members only area. You want to have information that just pertains to your paying customers, so to speak. What you can do is you can actually take one of our widgets here. Okay. We could take one of our widgets here and let me hop in this.

So it is possible to take an article and only expose it to members, a members area.

Absolutely. The simplest way I like to do it is let's just say here, this was our members only widget. I could choose with this small guy which I could embed on that members portal. I could choose to maybe like offer them specifically live chat and a contact form. I could have that say AI powered search here and I can choose to have a certain subset of my articles I want to manage here. I could choose, I'm only going to use articles from the following categories and I can choose like this, members only content, so to speak. And this would filter this down and only allow them to see articles that pertain to exactly just them.

That's really awesome. So for example, if someone offered support, tiered support for their clients or for their users or customers, it could be behind a member's area where if they're not paying for it, they won't have the ability to live chat or phone support. That's really interesting.

Yeah, just to kind of like do it really quickly and like definitely slow me down if I'm going too fast here. But basically I could create a widget like on my, on my homepage, right. Maybe it would just be like a lead generating widget where I just want to have people that can, you know, send me in an email request and I'm going to show them all articles just related to how to get started right. Then what I could do so this would be on the front end, then what I could do on the back end. Let's say for like when people I know that are paying customers, I can actually turn on the live chat, turn on the phone support, let them know, hey, you know, you can use this and we'll get ahold of you right now. So you can offer that sort of, you know, higher level support, that higher, that higher, you know, higher level of service and more real time support. So you can absolutely segregate not only your knowledge but also your contact channels depending on who your customers are.

But that's a great way to use a KV and knowledge to basically be lead generations like, and you can't get support unless you pay. I mean there's a lot of things you can do that that's, that's incredible. I didn't know Wix Answers could do that call. I had no idea. That's awesome.

Yeah, I always like to say we kind of have, we kind of have like a Swiss army knife going on here and it's not like meant for any one specific thing. The biggest thing is, and what we've learned at wix is when you have a growing customer base, you have a customer base with needs. You have to be able to remain agile and change to what they want. And when people are asking you too many, too many mundane questions, you have to put knowledge in front of them. You have to get a reading. When you want more, when you want more people coming in, you want more leads, you want more business, you want to open up the floodgates and open up those contact channels and kind of prevent, you know, create that more direct to, you know, direct to the client sort of conversation. What answers provides you in kind of any aspect of that is the ability to change those in real time. Hide and show and be able to create different versions of this and show those different experiences of your business to different people.

Yeah, and Jason's got a great question. Is Wix Answers a tool for agencies or is it a service that you can provide to your clients? And the answer, Jason, is both. It's something you could use. There's several, I know several partners who are using this for their own endeavors and, and I know several partners who configure this for their clients. It's very robust and it does take time to configure. So certainly something you could sell. Carl, what do you think?

Absolutely. I think this is wixantware solves a problem that usually people don't realize they get in until it's too late. And what do I mean by that? Well, when you're a smaller business, you know you're going to do like you're going to take the path of least resistance to get the most value. Right. So, so if people are sending me emails, I'm going to reply to them directly from my email inbox. If people are sending me live chat, I'm going to deal with them through the chat application. But what happens as you grow and start to become more successful is that all these systems start to live independently of one another and you start to get a problem of scale. So my emails come into Outlook, my chat comes in through another thing, my website inquiries come through on Wix and you have a tough time really bringing all these data points together. So Wix Answers can help any business kind of solve that and future proof themselves by being able to understand, hey, I can see no matter. I can see every phone call, every WhatsApp, every Facebook, every chat I've ever done all in one place. I can control all of my contact control points through the widget. I can document everything that someone needs to know about my business, about getting a quote or making a change. I can document that all in one here, all in one place, all under one roof. So I'd say not just agencies, but I'm sure the businesses that you're talking to today have immediate needs for this. And we are an extremely competitive tool in this space that we're just starting to get our name out there. So by all means, the more you can spread the word about this and find the need for this, there's a lot of, there's a lot of demand for this sort of tooling out there today.

So far, for those of you who are maybe just joining us or still with us, we've talked about ticketing so far. Knowledge base. What's next, Carl? What's the next thing? Because there's so much in this and I know we gotta keep going.

I kind of just want to touch on some of the other. I know we presented the idea originally of an email ticket, right, of just like responding textually. But wix Answers isn't something that's just restricted to doing email. We also support a full. We support doing phone calls and keeping everything under one place. So let's say Matilda here, going back to our original issue, she's looking to how to change her menu and how to, you know, fix something related to her menu on her website. Let's say I wasn't able to solve her issue right here, or maybe she just wasn't having a good day and she wanted to talk to me about it without switching another tab, without even going hunting down my cell phone or anything. I can actually call her right here from any phone number that I have connected to my account. Within a few clicks of a button, I can add it on right to this email, so to speak. And I can add on our entire phone Conversation. I'm going to hang this up because it's ringing in my ear right now. But then I can leave a note saying, helped Matilda fix her menu, will follow up next week. And you can leave yourself a nice log of notes and act taken on the call. This call would be recorded. You could go back and refer to it at a later point in time. But we give the ability to really bring in what like you'll hear other businesses call Omnichannel or multi channel. I'm not a fan of buzzwords, but this is gives you the ability to like, you know, have an email, a chat, a WhatsApp, Facebook and all be able to manage that conversation to one ticket, no matter what method or channel or device I'm using to contact them on.

Okay, that's really impressive. I can see that being used because in this day and age, it kind of comes down to a lot of people have businesses have Facebook pages, they have Instagram pages, they have all these different places that they're in all these different spaces to, you know, so people can contact them. You're saying that in this space you can see all places where you've been contacted and it knows how to communicate, Is that what you're saying?

Absolutely. It knows how to respond. Like basically from my end, I don't even need to know how the person reached out to me, right? They could have reached out over WhatsApp or Facebook. I see the same thing from my end from managing this business and I'm able to respond to them just in my reply box and answers is going to smartly route that and intelligently deliver that to whatever platform they're on currently. So it's really hands off. Like I said, you don't need to need to manage multiple systems. And at the end of the day when I'm coming back here and say, hey, what do we do for Matilda? I can say, oh, she emailed us, we got on the phone with her and we fixed it. And this is really tough to do in a lot of other systems.

Let me ask you a tough question you showed us earlier in the KB that you can deliver KB to certain ranks within your system. So maybe only a members only area in this space as well. Is it possible that only specific people can contact you via a specific route?

Yeah, absolutely. So what we like to do with that is use our rule engine to really kind of intelligently do this. And this is where we start to kind of take it up a level. But I can say real something really simple like prioritize delivery Drivers, Something like this. Just going back to our Uber Eats example, right? What I can do is say if a new ticket is created and this person is in the. Let's just say I have some mock data here, but they're in the user type. User type is delivery driver then. And I can then assign them to a specific group or a person. So I can prioritize this and move this around and make sure that these queues are exactly. I can put them into the buckets they're supposed to be. I could put a different SLA on that and measure them. But I could really move things around and make sure that people get the right kind of answer. Or maybe I'd say, hey, unfortunately we don't offer email support for drivers. Call us. What I'm trying to paint is you have the flexibility to really do whatever. It's like that Swiss army knife analogy to briefly answer question. Yes, you can absolutely hide and show contact options, give certain levels of customers certain kinds of experience. You have the flexibility to really create that model that serves your business best.

Sorry, I didn't mean to send you down a rabbit trail. I just thought was interesting and I wanted to ask that question.

No, it's great. I'm glad you got us in there. We get to start to touch on some of the deeper components of answers is good. One last thing I want to touch on here, Brett, is that look, all these tools are great. Look, the optimizations are good. Understanding that full view of the customer, we're getting the SEO benefits, we're doing support in the modern way. But something that's really important to Wix is that if we can't measure how well we've done, at the end of the day, then we don't know how well we've done. And that's what our insight screen provides us. And like I was saying earlier, if you're answering emails out of it, just an Outlook inbox or a Gmail inbox, you're missing out on a lot of like the other components of what, what you're doing in the day to day. So like top issues, right? This is one of our screens that allows us to see without kind of crunching the numbers or getting heavy in the data, what are the biggest problems I had in the last seven days, the last 30 days for our fake Uber eats here, it's people that want to apply to be a driver, how to update menu items, what to do if they have food allergies for partners and agencies, probably be like, I need a quote. I'm Connecting my domain, whatever your day to day problems are, these would all be listed out in top issues. When I look at my ticket insights, I can see all my threads, all the conversations that I'm having, how they're coming in, whether it's WhatsApp, Facebook, the chat widget. I can see, you know, broken down by labels, bound down by different languages, and I can see the rise and fall of those over time. This allows me to know how well I did last week and what am I looking forward to doing in this next week. We provide this across our knowledge base. You can see all of your visits, all of your views. You can see how many times people are searching for things, what articles they're searching for, what they love, what they hate. You can see the search words that are matching, the words that aren't matching. That allows you to strategize and continue to make good content over time. So going back and you know, this is like we provide a wealth of data, but I think that, you know, businesses of any size can really prosper from this. It really gets you on the right track for kind of like doing things the way we do them at scale we without being too advanced or complicated or technical to impede on that path. So this is kind of like my brief view on how we wrap it up here, Brett, being able to measure the effectiveness of our tickets, how much we're doing, how well our content's performing, and how many tickets and calls we're doing at the end of the day.

So let's think about this from an agency point of view. Jason asks a good question. So when we think about this as managing your client requests as an agency, how might an agency use this to support their clients? And one way that I sort of see this working, Carl, is change requests. Right. So someone who, if I'm an agency and a client wants to make a change on a site and they're under a member or they pay monthly for my services, they could maybe email a certain email address that would go into, as you just showed, maybe one of the buckets, which is a change request, which would kick off a workflow for, you know, one of my. Hired one of the people in the agency to sort of prioritize that or whatever. That's just one way maybe, maybe partners support their clients in lots of different ways. What are some ways that you might see an agency using this to support their clients or even the kb. How do you see this working for specifically agencies?

Yeah, I think that what I would do in that case and what I see some of our current clients are doing is exactly kind of what you're touching on, Brett, is breaking down these buckets into areas of operations of things that you're doing. So making sure all your change requests are getting routed into one queue, making sure that all of your quotes are getting routed into another queue, making sure that any like support or technical issues or maybe you have like something that's long term and you're investigating with a WIX support agent, right, for some sort of technical bug, you can easily create and segregate all these different like buckets and queues and filters here and that allows you kind of like what I was showing you, to apply rules on that and to apply SLAs on that so that you can start tracking time, you can start understanding really what's the level of service that you're providing to your customers and then really start to analyze like you can start to take a look at the ROI on those things. Like hey, my change requests, I'm getting a hundred a week on average. They're taking me two hours to do. And this is the return I'm getting on that time spent. And I think that this will allow you to kind of, to separate and kind of fragment the areas of business into things that are actionable, things that you can measure so that there's things that you can like target it, you can improve in a targeted fashion. And the ANSWERS infrastructure is what provides the ability to break those things out, isolate workflows and then be able to report on it at the end of the day.

Yeah, I think the reporting, I think reporting is obviously something we all can be better at, certainly myself included. It's, you know, I know WIX is a very data driven company. So it showcases exactly what we've used to make decisions and what articles to make and for our user base. Right. So good question, Jason, and you're welcome. So he just said thanks.

So of course.

Is there, is there anything else, Carl, that we haven't touched on that maybe you want to just wrap up on and sort of tie a bow on this or if there's any other questions from our partners, please ask now. Otherwise, is there anything else, Carl?

No, I think that's more or less it from, from the, the product I had today. Let me just get my slides in order here. So we touched on Knowledge Base, we touched on the contextual widget, the phone as a channel. Right. Not it just being something that lives outside on your desk that like feed into your system. We talked about how that like plugs directly in to the support you're doing now. So we can get that out and keep those conversations streamlined. We touched on it briefly, but we fully support WhatsApp and Facebook wall posts messages expanding to more social channels soon. So those of you that have a social presence, just like I was showing you earlier from the same kind of screen and window, no matter how people are reaching out to you, you can quickly and easily give them the answers that they need. We touched on Insights. Our pricing is really simple for those of you that are interested. It's on www.wixanswers.com. those are our list prices. You feel free to review those. We are working with all of our partners and agencies for to, you know, as a continued relationship with wix. Keep in mind that those are list prices. If you reach out to us, we're always more than willing to, to make something work for all of us. But other than that. Brett, unless you have any other questions that came up in the audience, I think that's my, that's my quick run through of the answers platform today.

We had a lot of great questions that I sort of asked them as we went through them. So I think we've, we. I think you answered most of the questions if I didn't point them out and you took, and I asked a few questions that took us down an amazing rabbit hole. But I've learned a lot and I think it's, I think it's kind of. I like the way you break it down. There are a lot of different pieces that are all a part of this and I think it's really interesting or I want to make sure everybody does know that each of these pieces are individual and you don't have to have all of the pieces you may want just some. Like we had a partner here that specifically uses the KB for example, and not necessarily the ticket. So I think this is a really great point that I think I just wanted to clarify there.

Yeah, absolutely. It's definitely like a kind of a grab and go. Take what you take what you need and you know, it's going back to the Swiss army metaphor. I'm going to beat it like a dead horse. But it's, it's. You can take what part of the platform that. For the immediate needs that you have now. If you're having a lot of like mundane requests coming in, get yourself a knowledge base. If you're having a tough time organizing all those Gmail threads and external internal communications, start looking at ticketing. If you're looking to do some more real time support. Live chat is there for you all of course encapsulated by a great data analytics platform on the background. So you can take what you need out of this. Obviously everything works really well together. But for wherever you're at as a business, there is a solution that WIX Answers can help you out wherever you are today.

There are a couple last minute questions that I want to toss out real quick. Kerry and Matt both ask some questions. I'll start with Kerry's. Kerry wants to know if this would work for an insurance agents. Right. So. And Carl, I guess it would depend on what they're doing. Right. Like you just kind of said, are they having a lot of requests inbound through email from clients? Is there just thinking about insurance agents, what's your take on that?

Yeah, I think that we have a great fit for any sort of high volume operation and in my mind like insurance agencies normally are, pretty high volume. I got into a Fender Better a few months ago and I know I sent like probably like 12 emails back and forth through my claims adjuster. Right. And I think that just knowing the dynamic nature of those conversations, you need to be able to keep those organized in one place and report on them and keep an SLA on them and the people who pay more need to get better level of service sort of thing. And I think that there's a great fit for insurance. We have some current clients that are in that space. So yeah, I think that we have a great fit for that industry.

Awesome, awesome. Great question, Kerry. Thanks. And thanks Carl. I'll ask one more and then we'll wrap this up. Matt's got a great question. Here's, here's, here's what he asks. If you, if you are using the Chat feature of WIX Answers, does that integrate, replace or work with if you have a use, if you're using Ascend on your site?

Yeah. So currently that is a, currently that would actually replace the, that would replace the Ascend widget right now you could use them in tandem as well. So like if you wanted to route a specific sort of request, like support requests through Answers, you could use that widget in place of the Ascend widget and vice versa. But they do. So you know, obviously the Ascend Chat widget will talk to the Ascend backend directly. The Answers will talks to the Answers widget back in directly. We can connect the two and we can connect them across the way. But primarily this widget which in my opinion is a little more robust than that of a Sends would be a replacement for what you have currently.

Wonderful, wonderful. Yeah. Jason has a really good question and Aviva actually just answered it. But for those who for the replay, it's a great question. And is there a. Jason's super excited about this and he can see this great platform. What he said, not me. That worked for a bunch of clients. Is there a referral program? He's excited to go set this up for clients. So that's interesting. And just for everybody can see Aviva, we are working. Aviva says that we are working on certain things like that that partners are doing and want. So it's a great feature request. And let's talk about it. Matt says thanks, Carl, by the way.

Thank you, Matt.

So I agree with Matt. You are a great facilitator. I learned a lot and I used WIX answers for years and I learned more probably from this than doing it myself. So I think in tandem with this and then getting your hands dirty a little bit, now I'm ready to go back and set up my hashtag, hi,

so hashtag Bubba going on.

That's it.

I gotta do it. We're just scratching the surface there, Brett. Obviously, like, you know, so much depth to this platform. Obviously more than willing to go into, you know, we could take a deep dive on any one of these sections of answers anytime. So there's more questions, more interest. I'm glad to hop on and like, you know, share what the platform can do for any of you.

I think we'll definitely, I think once, once we sort of let you know, once, once we let this dust settle and partners get their hands on this and start working with it or testing it out, I think there'll be a lot more in depth conversations that they'll want to have. So let's actually, I'm going to take you up on that. Let's circle back on that. And of course, it's up to the community. You tell us what we can show you and what you want to learn and that's it. So, Carl, thank you so much for being here and thanks for all the partners for coming. This is amazing and in depth and I can't thank you enough for your time.

Carl, thank you so much. Brett, it was a pleasure. Look forward to seeing you again.

Likewise. Thanks everybody. Stay safe, be healthy until next time.

Bye Bye.