@WIX
I need to be candid.
Over the past five days, we spent hours working with Wix support trying to determine why we weren't receiving visitor notifications from our website. Based on the guidance we received, we checked settings, integrations, workflows, automations, and multiple potential causes.
"Today we were finally told that the feature had been discontinued and is no longer available."
That's the part that is frustrating.
Had we been told that on Day 1, we would have immediately implemented an alternative solution. Instead, we delayed a time-sensitive marketing launch, spent hours troubleshooting, and lost valuable time preparing outreach to schools, teachers, instructors, strategic partners, and community stakeholders.
I'm not upset that a feature was discontinued. Products evolve. Roadmaps change.
I'm upset that it took five days and multiple support interactions before someone simply told us the truth.
What makes this especially surprising is that visitor intelligence is not some fringe capability. It is a fundamental requirement for startups.
If I send a website link to a prospective investor, customer, school district, teacher, strategic partner, recruit, or media contact, I need to know whether that person actually clicked on the link and visited the site. That information directly impacts fundraising, recruiting, sales, partnerships, marketing, and follow-up strategy.
Without that visibility, founders are forced to operate blind. We don't know whether outreach is failing, whether prospects are engaging, whether messaging needs to change, or whether opportunities are sitting in front of us waiting for a follow-up call.
For a platform that markets heavily to entrepreneurs, startups, and small businesses, the absence of this capability is surprising. The fact that it took five days to disclose that it no longer exists is even more concerning.
I have spent more than 25 years building technology companies, raising capital, scaling SaaS businesses, and serving customers. I have founded five companies, including ventures that were acquired for more than $145 million in aggregate value and another that scaled beyond $14 million in ARR. I understand firsthand that products change and features get retired.
What concerns me is the support process failure that allowed multiple representatives to send us down a troubleshooting path for nearly a week before disclosing that the underlying feature no longer existed.
I have been a paying Wix customer for years and expected better communication than this.
I would appreciate someone from Wix leadership or customer experience reviewing what happened and explaining why this information was not disclosed at the outset.
I am documenting this experience because founders deserve to understand both the capabilities and limitations of the platforms they rely on for fundraising, recruiting, outreach, marketing, and business development.
I am happy to provide the full support history, timeline, and business impact.
Sean Morgan
Founder, ScreamingMedia (NASDAQ: SCRM; acquired by CBS)
Founder, Critical Mention (acquired)
Founder, High School Taskers
Founder, BigVu