If you’re looking for ecommerce platforms that are generally easy to use and don’t require an upfront payment to launch a store, chances are you may have come across Wix in your search.
Wix is an ecommerce platform that’s used by ecommerce store owners because of its simplicity and its robust tool stack. It’s a no-code online store builder that makes every website look as if it was created by a web design expert.
If you want to expand your online presence in the ecommerce space and want a professional-looking store without spending a lot, Wix is an excellent choice. Their website builder is easy to use and you won’t have to spend thousands on web development.
But, while it offers a ton of different website templates and other features, there may come a time where you need to get in touch with a customer care expert. In this article, we are going to discuss the different ways for contacting Wix customer care in 2023, and how effective each is. Let’s get started!
1. The WixBot
If you’re looking for basic information about different Wix services or need to know more about the many features that are built into the platform, the WixBot has everything you need.
Simply click on the “?” on the bottom-right once you log into your Wix account, and you can find all the information you need. You don’t even have to go off the page to go through the information.
2. Request a Callback
If you’re unable to find information using the WixBot, you can just select the option to Request a callback. Before you can do that, you’ll have to provide information about the issue that you’re facing.
You’ll also have to provide a title so that the customer support staff has a better understanding of the issue before they give you a call.
Unlike Shopify or other platforms, Wix doesn’t provide any specific phone number or contact information that you can use to give them a call. So, you can’t just pick up a phone and give them a call.
The good thing here is that when you do submit a callback request, it generally doesn’t take them very long to give you a call. Support is available 24/7 in multiple languages, including:
- English
- Spanish
- Portuguese
- French
They also provide support during weekly work hours for the following languages:
- Dutch
- German
- Italian
- Japanese
- Polish
- Turkish
- Korean
- Hebrew
Ideally, if you’re facing an urgent issue that you’re unable to solve, or need some assistance with figuring out a workflow that’s not available in the Wix Help Center, you should get in touch with their support over the phone.
Before you do that, you’ll get some suggestions of tutorials or articles from the Wix blog, including information from their knowledge base.
3. Live Chat
If, for some reason, you don’t want to talk to a support agent over the phone, you can also use the live chat option. The process is largely the same: you start through the WixBot, and if you can’t find a viable solution, click on Start a live chat.
As shown above, an agent will join the conversation, and you’ll be able to talk to them in real time and explain your problem. From our experience, the agents at Wix were knowledgeable and friendly, and they generally responded very quickly.
The best part is that it didn’t take long for an agent to join the chat, so you won’t have to wait around much. The live chat is great for solving issues that aren’t complicated.
And, unlike phone support in specific languages, the live chat is available round the clock, so you can find someone available to help you round the clock. However, compared to phone support, it’s obvious that live chat is generally more cumbersome.
It takes a while longer to fix the issue, especially if it’s something complicated. And, if the issue is related to optimization or something specific related to Wix.com, like their web hosting, it might be a wise idea to contact them over the phone.
4. Submit a Ticket
Unlike most other ecommerce platforms, Wix doesn’t offer traditional email support. There’s no specific Wix email address that you can use to ask a question. However, in lieu of emails, they offer a better option: ticketing.
And, in order to improve the quality of support, Wix also requires that you provide them with important information related to your query. There’s a handy option to add screenshots too so you can explain your issue in greater detail.
Before you can file a ticket, you’ll have to choose a category based on what your problem falls under. This could be either analytics, SEO, billing, payment providers, pricing concerns, or an issue related to one of their marketing tools.
Once you click on a broad category, you’ll see multiple other topics. You can select more from a drop-down menu, including specialized topics like Velo by Wix or their email marketing add-ons.
5. Connect with Support Over Social Media
Given just how popular Wix is, the company has a pretty solid presence on multiple social media platforms, including the big ones like Twitter, Instagram, and Facebook.
Wix also has a fairly active YouTube account where they update information about the platform and provide tutorials or engaging content. It’s a great resource that you can check out.
If you have a concern, you can send them a message on Facebook, though it’s obviously better if you approach them through your account. Similarly, you can also send them a Tweet.
In general, if you need to know something about Wix, you should consider approaching them via Facebook. Their page is quite responsive, and even though there’s a chat bot, you can eventually get a viable response.
As for Twitter, it’s a great option if you want to bring an issue out in the open. Ideally, if it’s a specific query, you can’t really expect a viable response from Wix over Twitter. It’s great if you want to discover more things about Wix in general, such as new feature roll-outs in Wix mobile apps or other announcements.
And, you can even send them a direct message on Twitter. Wix also has an Instagram account, but if it’s a serious query, you obviously won’t want to approach them through that.
The Best Tips For Contacting Wix Customer Support
Now that you know the different support channels through which you can contact Wix support, let’s talk about some simple and effective tips through which you can improve the quality of support you receive.
Get in Touch with a Wix Partner
While Wix is one of the easiest platforms for building a site, it’s obviously not going to appeal to everyone. If you find yourself reaching out to support more often than you’d want, it might be a wise idea to consider hiring a Wix Partner.
These are certified professionals, including SEO experts and content marketers and writers who can help you build your site. Obviously, these professionals will charge an additional amount for their services, but it’s a great choice if you need quick assistance.
Simply log into your Wix dashboard, and click on Hire a Professional from the menu at the top. You’ll see the following screen:
From here, you can just decide whatever you need help with, and get started. Wix will put you in touch with people who meet your requirements. Keep in mind that you’ll be responsible for negotiating with them and explaining the work you want done.
Check The Status of Wix’s Support Services
While it’s a great platform, you should know that even the best companies are susceptible to issues now and then. If you’re experiencing a problem with Wix’s services, your first course of action should be to check the Wix Services Status Page.
If you take a look at the graph above, you’ll see that there was an issue when services were affected under the “Site Loading” section, though it was a long time ago. This can give you a better idea about Wix’s operational performance.
In case any of the services are down, you will know right away through the platform. If services are affected, you’ll already know the response you’re going to get.
Therefore, it might be a wise idea to wait until services are operational. If everything’s working fine on Wix’s end but you’re still experiencing an error, then you can reach out to Wix.
Try the Wix Technical Assistant
Another excellent option is to use the Wix Technical Assistant. This is an excellent resource that you can use to find solutions to a variety of technical problems related to Wix.
As you can see, there’s a lot of specific information available for tackling technical problems. If you can’t find a direct answer to the problem you’re facing, another option is to use the Wix interactive troubleshooter.
This is similar to the WixBot, except the answers are generally quite specific and tailored to solving technical issues.
Contacting Wix Support: The Bottom Line
To sum it up, there are different ways to contact Wix support. You can contact them via live chat support, request a callback, or open a ticket to get your query answered. You can also approach Wix support over social media, but you can’t expect a viable response.
Ideally, you’ll find a lot of information in the Wix Help Center, so it might be a wise idea to check there before you contact Wix support. And, more importantly, you may want to check their Services Status page first if Wix is down for you.
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