In the past, I’ve complained about weak support —especially first-line people who give me canned and off-point responses. Wix has told us that support is a focus and that it will get better.
I just had a great support experience, and I’m hoping it’s a sign of good things to come.
If you’re interested, I’ll run through the interactions in detail below (it involved a glitch in moving a client from a Wix premium plan to an Editor X plan), but first let me identify the key points:
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I didn’t spend a lot of time waiting. I requested a callback and got it in five minutes.
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The first-line support person listened, understood, and took appropriate action — including bringing in someone from Editor X
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The Editor X support person was up to speed on my problem when he came on the call, and he came prepared with a solution
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The Editor X support person followed up with an email
Both support people were good at listening and at solving a problem. This is the way support should work. The interaction didn’t waste my time or their time; it solved a problem quickly and effectively; it left me with positive feelings about Wix as a partner.
My issue wasn’t technical. I was trying to move a client from a Wix Premium Plan to an Editor X Premium Plan. I assumed that I could move laterally, get credit for the balance of the Wix plan, and pay the upcharge to get the Editor X plan. That didn’t work using the online mechanism, so I requested a support callback.
I got the callback within the promised five minutes.
I spoke with Jesse (I hope I remember that correctly). He listened and understood the problem. He didn’t have a solution off the top of his head, so he put me on hold for several minutes.
When Jesse came back, he told me that he had spoken with the Editor X team and that the automated system wouldn’t work for me. Instead, I’d need to buy a new plan for the Editor X site, and the Editor X support people would manually cancel the old plan and issue a credit for the remaining value. But, he said, he wanted me to speak directly to the Editor X team to walk through it.
I then spoke with Brian on the Editor X team, who first asked me to confirm that he understood the problem (he did). He told me that the only way to do the credit was to refund to the client’s original credit card, and I didn’t have those details. So Brian said he’d put a note on the file for the amount of the refund, to save me from explaining everything again, and he sent me a confirming email with a list of the credit card info he needed.
I collected the info from the client and emailed it to Wix support. The refund was issued within an hour.
Smooth, professional, fast, and friendly.
