Poor partner support

Ask the community
, , ,
1

Why is Wix partner support so poor or is it just me?

I’ve taken various routes to get support for my own partner issues or on behalf of a client’s site and all roads seem to lead to the same place. 1) My preference is chat, but chat is only supposedly available to site owners, not partners, although sometimes priority chat seems to be available to me as a partner and other times it does not come up as an option. In any event, even when priority partner chat is available, 75% of the time I reach a support person not knowledgeable enough to address my question and it gets escalated for a call or an email response which wasted a ton of time going through the chat process to reach someone obviously not capable of handling higher level partner questions… so that’s issue number one - need more well trained chat support staff for partner related support and priority chat support available in all circumstances for partners. 2) Why do I have to go through the chat bot every time when the majority of my partner questions are not stock answers… need an option for partners to bypass the chat bot. 3) Call back - yikes - who really wants to wait for a call back when chat is available? I’ve been told that call back should be the go-to approach for partners, yet many times I speak to someone who is not knowledgeable enough to answer or solve partner related problems, so what’s the point, I may as well just use chat. And it’s much easier to show a screen cap or something visual in a chat versus explain it on the phone. 4) “I’ll have someone look into that” seems to be the default response from the Wix team to questions posed on the partner forum. Most of the time there is no response from Wix after that, other than from other partner forum members who try to help (and thank you for that partners).

To Wix’s credit, when I get through quickly and get to the right resource, someone knowledgeable, good options and solutions are provided. But I’m getting increasingly exasperated at the wonky process that’s taking way too long to reach a resource, to reach a knowledgeable resource and to actually diagnose issues. And for $9k plus a year (CAD), it needs to be better. I hope your listening Wix… and please resist an “I’ll have someone look into that” post :wink:

JC

2 Likes
2

One thing I think would be very helpful is if you could provide examples with ticket numbers for some of the experiences you’ve described. That helps me a lot to go to the team and say “hey - here is a problem, and here is where you can see it”.

It’s a lot more fruitful this way. Can you provide a few examples with ticket numbers? If so, I’ll gladly make sure the support team follows up. It’s also important for these convos so I can also point out that partners need a different support flow.

3

Thank you @brett . I experience most of what Digital Diner mentioned too. Let me know if you need examples from more partners…

4

Yes. Please do, it will help me when I go to the team!

5

Thanks for the suggestion Brett. Unfortunately the problem is general in nature and experienced across most of my support situations. So even if I could hunt down specific tickets, which is difficult to do as not all support interactions have associated ticket numbers, it’s not the real issue. The real issue is that the support process and workflow needs improvement in the areas I outlined.

Truly glad you responded :slight_smile: and happy to reiterate or clarify the specific areas for improvement if you feel that will be helpful.

6

Of course. I will definitely let the team know - and I think we can probably sort by your email (if the one you use here is the same as your partner account).

7

@jcooperman2 I couldn’t find a WIX account associated with your username here. Can you please dm me your WIX partner account?

8

@brett , if you’d like to get some examples from me, would you like to email me? Maybe we’d best meet if you’d like to understand what actually happened with all those tickets. I don’t want to impose with all of it here in the forum…

9

You can direct message me. :slight_smile: