• by Ray Schultz , August 24, 2020

Wix, a firm that helps people create their own websites, has launched a cloud-based development platform for customer support, taking on Zendesk and Salesforce Service Cloud, it says. 

The new technology, Wix Answers, consolidates all support channels, including email, live chat, social media and such third-party services as Salesforce and Jira, into one platform. Also covered are offline channels. 

The goal is to “move the customer support industry forward to a newer and more consolidated approach,” states Nir Zohar, president and COO at Wix.  

The new tool corrects the silo-ization prevalent in traditional knowledge software, the company says. Artificial intelligence helps agents provide the best responses, it adds. 

“More than ever, companies are being challenged to build and scale their customer support operations,” Zohar states.

Wix itself “experienced this challenge,” Zohar adds. The result was development of Wix Answers. 

The company clams to have over 170 million registered users of its web development platform.