Dixa

4.4
(34 reviews)
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Dixa is a cloud-based, multichannel customer service platform

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Dixa review by Andreas  S.
Andreas S.
Validated Reviewer
Verified Current User
Review Source

"Ease of implementation and use + quick switch away from Zendesk"

What do you like best?

Coming from Zendesk to Dixa, the day-to-day job has now become much more enjoyably for our 50+ Customer Care agents. Dixa is fast, easy to use, intuitive ... things that can't be said about Zendesk.

The omni-channel approach that Dixa is taking has already made the everyday job faster and easier for the agents.

Setting Dixa up is a breeze, but at the same time there's a lot of advanced features that you can take advantage of.

All in all we haven't regretted the move for a second. We implemented Dixa in 8 countries over a time period of less than one month. Dixa assisted with the training and we did the setup ourselves. Dixa is also very responsive when we need help...our agents use the in-Dixa-chat feature if they have questions. If we find bugs, they a quickly fixed.

We would recommend Dixa to anyone looking for a tool that support the way you work!

What do you dislike?

There are still some features missing, that we are looking forward to getting. But already the tool is really good.

Recommendations to others considering the product

The step away from Zendesk is much easier than expected. We had a feeling that we were very tied to Zendesk, but in reality it was a very fast and smooth transition.

Recommendation is to not copy/paste your Zendesk setup but instead use the opportunity to clean up in your auto replies, templates etc.

What business problems are you solving with the product? What benefits have you realized?

We used to have a lot of cherry picking in Zendesk, and the Talk part was not fully integrated (in terms of reporting) in Zendesk. Also Zendesk is a slow and un-intuitive tool and whenever we had problems, Zendesk would never get back to our support tickets (only when writing them on Twitter!).

Now, we have a fully omni-channel system, where we have phone, email, chat and Facebook Messenger in the same intuitive user interface. We are already seeing the performance results.

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Dixa review by Max Z.
Max Z.
Validated Reviewer
Verified Current User
Review Source

"A customer service platform which strives to be the best but at the same time simple to use"

What do you like best?

While using the platform you will come across the customization that simple PC user can handle. You can build chat and call flow in a moment, no technician needed, everything is visual and simple for you.The platform will do the hard work. You can get support 24/7 without filling bundle of additional forms, just join chat and get your answer. Every feature/customization needed for you will be reviewed and if useful - implemented quickly.

What do you dislike?

Some good features are still under construction, but critical for good support are there. Some features need to be improved and polished.

Recommendations to others considering the product

If you came across issues that may influence the support excellence - be sure to check with dixa support team, you will get a solution to your issue or an advice.

What business problems are you solving with the product? What benefits have you realized?

We use everything: chats, emails, calls. Still, expecting to have facebook, but integration should be smooth, not as seen on other CRMs. It helped a lot establish good communication with our customers as we try to solve everything straight away, without transferring tickets back and forth. The benefit is that we initially lacked ticketing at some points, but after a simple conversation in chat we got a good advice first and an update 3 weeks later with the "mark as follow up" option. So that is what I call a solution which cares about the excellence of customer support service you provide to your customers, my support team is also happy.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Dixa review by Kristina Z.
Kristina Z.
Validated Reviewer
Verified Current User
Review Source

"Outstanding Tool"

What do you like best?

Easy integration, User Friendly interface, Helpful Alalytical tools, Ability to request a feature that is not presented right now.

What do you dislike?

Everything seems well for me. Even if we are facing an issue, it doesn't have a big impact on our business, because the resolution time is very fast.

Recommendations to others considering the product

The price is really matters, and with Dixa you will definitely not be overpaying.

What business problems are you solving with the product? What benefits have you realized?

This solution works brilliantly well for solving a customer service issues. With Dixa we have an omnichannel approach to our potential customers and giving them an opportunity to contact us in the most convenient way whatever it is a phone, email, chat or a contact form. With a Search function you can easily find all the interactions with the client via all of these channels, which is absolutely amazing. Email templates also solves the problem when you have a very tough day and pool of clients, and need to provide them with an immediate response. Another nice thing is that we can set up a flow for our inbound calls: 1) we can set our opening hours and an appropriate actions like automatic Voice Mail for out of business, 2) when we are online, there is an option to set a buttons for contacting a different departments.

Dixa review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Very smart solution"

What do you like best?

If set up properly, there is no way any of customer requests can be missed or forgotten. Also like their way of setting up and supporting. Although the system is friendly and easy, some may still have some questions on how to make it work your way, and their team helps to tweak it exactly to your needs. Never thought such a simple system can handle such a huge load of tasks and serve all kind of needs. Support and sales become much easier as you do not have to use several different systems or solutions (no tickets or forgotten emails or missed calls), you may have everything in one place.

What do you dislike?

I would really love having iOS and Android Dixa app so that I can have all my customer service in my pocket anywhere.

What business problems are you solving with the product? What benefits have you realized?

All channels of customer support (we use phone calls., emails and chats). Nothing is missed, we've got all the requests (sales ones particularly) handled with 100% efficiency.

Dixa review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"First impression on Dixa is as expected - Easy to implement and use"

What do you like best?

I like the fact how easy (and fun) it is to set up call/chat routing. Awesome idea to manage it the way Dixa wants you too.

In general, the whole UX in the product is quite amazing and here Dixa really stands out if your compare them to their competitors.

Their analytics page is a valuable tool for managers to have an easy overview of performance in their teams.

What do you dislike?

Unfortunately there isn't any social media integration with Dixa which is a bit unfortunate.

Their self service portal could be improved, as I don't feel the FAQ wasn't that comprehensive yet. However I'm sure this is something which will be improved in the future as Dixa still is a young company.

Recommendations to others considering the product

Implementing a system like Dixa (or similar) is something which takes time and ressources for your company. So see this as an investment in your company to be able to scale your departments which are using a CSR system. Making an IVR is super easy, so you can adapt the product to fit your company culture exactly the way you want to.

You can always ask for a demo if you're in doubt of functionalities. I like the way Dixa made me feel comfortable when their team went through their product so it suites our needs in our company.

What business problems are you solving with the product? What benefits have you realized?

The way Dixa is trying to get rid of tickets as such and focus on conversations instead, is something our stakeholders and customers appreciates. It also allows employees to easily work remotely when needed.

Dixa review by Christoffer R.
Christoffer R.
Validated Reviewer
Verified Current User
Review Source

"Easy to communicate with clients in one place!"

What do you like best?

The thing I like the most about Dixa is the simplicity. It's simple to use in a good way. Dixa makes my work a lot easier, but also faster. It's a pleasure to have all of the incoming communication in one place.

What do you dislike?

Some missing features, and after an update there is sometimes some small bugs. Outside of that, nothing.

Recommendations to others considering the product

Give it a try. So simple to use and it makes it possible to gather all the information necessary in one screen. Really makes your job a lot faster and easier.

What business problems are you solving with the product? What benefits have you realized?

It allows me to monitor everything that I am responsible for in one place. I can keep up to date without changing tabs all the time. It also allows me to interact faster with my clients.

Dixa review by Lasse Bundgaard P.
Lasse Bundgaard P.
Validated Reviewer
Verified Current User
Review Source

"Scalable, flexible and future mammoth in the "Contact Center Infrastructure sector". "

What do you like best?

Dixa provides a platform that eliminates "Cherry picking" and thereby waste time in a Contact Center.

This creates a more efficient workflow and a better culture in our Contact Center.

What do you dislike?

Dixa is continuously undergoing development, which is not a dislike.

But it is missing a few features that we look forward to see.

One example is - a better overview of the individual performance by our agents.

What business problems are you solving with the product? What benefits have you realized?

We see a great decline in the average handling time on customer cases.

At the same time, we see a decline in the average reply time.

Dixa review by Max R.
Max R.
Validated Reviewer
Verified Current User
Review Source

"Many options in an intuitive interface"

What do you like best?

My favorite feature in Dixa is that we can set up a new webshop with phone, mail and chat in an hour. With individual call flows, welcome messages etc. It makes us agile and effective - and more important - independent of external partners.

What do you dislike?

I guess it is when we get a "no" from Dixa on features that could help us. I understand that I ofcourse benefit from Dixa saying no to many others asking for features they need and hereby avoiding the system get too complex due to lots of features only used by a minority. But never the less...my features are important for me.

What business problems are you solving with the product? What benefits have you realized?

Being able to do customer service for 122 webshops spread over 10 countries, in one tool.

Dixa review by Michael P.
Michael P.
Validated Reviewer
Review Source

"The best solution for the call center ever!"

What do you like best?

Easy to use, nice interface but the most important - it can have any feature you need. Analytics is stunning, a different type of data can be shown. Good with a big number of agents, the conversation can easily be transferred between agents as well as data. The system can be customized in any way you like. No hardware is needed! All you need to work is a headset, which is very comfortable, and the simultaneous ringing is available that makes the whole work process extremely handy!

What do you dislike?

When a new update is out some bugs may occur, but the crew usually fix them fast.

Recommendations to others considering the product

If you need easy in use and high-quality solution - try Dixa, you will like it for sure.

What business problems are you solving with the product? What benefits have you realized?

We are done with desk phones now, as all the data can be stored here and it combines a call center inner, so you can actually work using only your cell phone if needed.

Dixa review by Elizabeth K.
Elizabeth K.
Validated Reviewer
Verified Current User
Review Source

"Dixa is easy to use and affordable platform"

What do you like best?

The quality of the phone calls as well as that everything there is easy to adjust. Most features are customizable. Also, their support is fast for response and react quickly in case any changes are needed.

What do you dislike?

There is no grammar checker integration. Lot of new updates each month as well as new info and features before you know it.

What business problems are you solving with the product? What benefits have you realized?

We are handling our phone calls, live chats and emails through Dixa. It always works fine and we did not experience any inconveniences. All basically works as we adjusted it from the beginning and it can be changed by s at any moment as we need it.

Dixa review by User
User
Validated Reviewer
Verified Current User
Review Source

"High quality customer service and user-friendliness "

What do you like best?

Dixa has very high quality of their customer service. They respond quickly and are very helpful in resolving any issues that may arise. Further, they seem keen on developing their product and maximizing the user-friendliness. The design is simple and integrates well with add-on products such as the Busylight.

What do you dislike?

The quality of the calls is not always optimal, however, we are unsure of the reason for this. Using the program for outbound calls and e-mails still has some room for improvement, as the service is more focused on handling large amounts of incoming errands. This is e.g. in regards to the sorting functions for conversations and how the e-mails are formatted when sent from the system.

What business problems are you solving with the product? What benefits have you realized?

Dixa enables us to collect all forms of contact with our clients in one portal, making our workflow more efficient.

Dixa review by Administrator
Administrator
Validated Reviewer
Review Source

"State of the art"

What do you like best?

I was suprised by Dixa's extremely user friendly and easy to use solution as well as their UX for both PC and Mac, browser and windows app.

The account was ready to use after only a couple of minutes. I discovered how intuitive and easy it was to get a phone number, create your own e-mail, chat and call flows by using a powerful drag and drop builder with full call center routing features.

Different user levels for supervisor, admin, agent and customer. Detailed analytics and reporting tool, integrations with busylight and Skype for Business presence as well as Jabra headset, Shopify, Magento and Podio. Custom card webhooks displaying customer details from our CRM system directly in the UX.

Implementation was easy due to the functionality enhancement and easy to use UX, and both agent and customer feedback has been very positive. Internals has access to a 24/7 live chat support and "road warriors are able to be part of the setup with the ring mode functionality.

What do you dislike?

I do not have any dislikes of any relevance.

What business problems are you solving with the product? What benefits have you realized?

Enable a innovative, flexible and scalable real-time support tool by combining full call center functionalitites and integrations with existing support CRM systems and channels such as phone, mail, social media, contact forms etc. to exploit the full potential of a multichannel solution.

Dixa review by Julia W.
Julia W.
Validated Reviewer
Verified Current User
Review Source

"great solution!"

What do you like best?

the platform is easy to customize and work with; communication with clients as well as with a team is much faster and simpler than while using ticketing system. your clients don't have to wait for hours for the requests to be serviced

also, customer service team is helpful 24/7

What do you dislike?

an integrated spell checker would be nice :)

mobile apps are something we are looking forward too

What business problems are you solving with the product? What benefits have you realized?

calls and chats mostly

Dixa review by Mathias M.
Mathias M.
Validated Reviewer
Verified Current User
Review Source

"Overview - and efficient "

What do you like best?

As a manager, Dixa is the tool that provides you with an overview of the workflow as it is from an overall perspective.

What do you dislike?

At current my experience with the system is too limited to give a thorough and founded review of concrete dislikes. The system is relatively new.

What business problems are you solving with the product? What benefits have you realized?

DIXA is providing a flexible and easy solution to handle all inbound and outbound communication. Its flexibility and transparency provides all users with an overview, and it even aids the users to become more efficient in their daily tasks.

Dixa review by Maya M.
Maya M.
Validated Reviewer
Verified Current User
Review Source

"User friendly and easy to navigate system"

What do you like best?

I liked the way Dixa allows to easily set up business processes between different users.

What do you dislike?

Nothing specific, some features are missing (like social media integrations) but it's going to be available soon.

Recommendations to others considering the product

Ask for a demo, it will allow you to get know all features and set up Dixa based on your business needs.

What business problems are you solving with the product? What benefits have you realized?

It allows us to provide high-quality customer service and monitor all metrics. The main benefit is how easy it is to start working in Dixa. Great solution for a quick and easy start.

Dixa review by Olesya N.
Olesya N.
Validated Reviewer
Verified Current User
Review Source

"Dixa understands my needs and demands!"

What do you like best?

Mostly I like about Dixa that they understand my needs, demands, and purposes. That is why they deliver best solution which fits my requests in customer support service.

What do you dislike?

They are not totally perfect, but they are trying to be in non-stop improving.

What business problems are you solving with the product? What benefits have you realized?

Dixa Contact Center provides me with best customer support platform, which is (as they write, and it is definitely true) channel neutral platform without the complicated user interfaces, channel silos, expensive service contracts and on-premise hardware that harms and limits customer service everywhere today.

Dixa review by Nick v.
Nick v.
Validated Reviewer
Verified Current User
Review Source

"Good Customer service application"

What do you like best?

Great User Experience and an easy to use desktop application.

What do you dislike?

Sometimes calls drop multiple times after each other and in some cases you have to log in and out again because it doesn't allow you to make a call.

Recommendations to others considering the product

Definitely do a trial period to see if this can enhance your business it's efficiency

What business problems are you solving with the product? What benefits have you realized?

Moving from an old Yealink phone to only using Dixa which makes it easier to work remote because you only need an internet connection.

Dixa review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Very intuitive and innovative way of handling customer requests"

What do you like best?

Dixa has a very simpe and intuitive interface, that Can be used by anyone. This makes Dixa suiteble for any Customer service, large and small, and as a user of much larger helpdesks, Dixa focus On the most important thing in the process - serving customers the Best way possible.

Dixa Also has a very unique way of handling incoming Customer requests, that makes sure that all requests are handled in the right ordet

What do you dislike?

There is a limited amount of integrations, to use Dixa with other software.

What business problems are you solving with the product? What benefits have you realized?

The way we used to prioritize requests

Dixa review by Johny B.
Johny B.
Validated Reviewer
Verified Current User
Review Source

"Dixa the best"

What do you like best?

Everything. Intuitive interface, easy to learn, easy to use, fast with no downsides.

What do you dislike?

No application for android and Ios, but that is not an issue for our company.

What business problems are you solving with the product? What benefits have you realized?

Fast, highly intuitive with an ability to see previous conversations, so you won't miss anything.

Dixa review by Anders H.
Anders H.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Works as it should!"

What do you like best?

The easy way to handle the system and to get support from the CS team.

What do you dislike?

Can be unstable, but it will always be fixed quick.

Invoice system isn't working as it should

What business problems are you solving with the product? What benefits have you realized?

Tracking of phone historic of the client.

Dixa review by Nick P.
Nick P.
Validated Reviewer
Verified Current User
Review Source

"Great inclusive software solution"

What do you like best?

The integration of phone, email and live chat which makes this work perfect for our business.

What do you dislike?

Some problems with the connection to different numbers, Also 11 number phonenumbers in NL are not integrated yet.

What business problems are you solving with the product? What benefits have you realized?

Solving the issue of using different outdated programs for phone, chat and email, which needed to be centralised.

Dixa review by Consultant in Information Services
Consultant in Information Services
Validated Reviewer
Review Source

"Dixa - Excellent cloud-based customer support solution."

What do you like best?

Getting a holistic overview of your team’s performance in real-time monitoring many metrics.

Feature - Automatic routing of calls+emails enabling our team to be up to 20% more efficient.

It makes us agile and effective, and independent of external partners.

Impressed by its functionality and simplicity.

Very intuitive. Less painful to migrate to Dixa than expected.

What do you dislike?

We want more analytics and reporting opportunities. f.x. agent performance

Missing social media integrations - facebook, twitter, reviews

Missing an IOS app. Would be really useful. (More Nice than need to have)

Recommendations to others considering the product

Go for it!

What business problems are you solving with the product? What benefits have you realized?

Customer service inquiries

Better customer relations (Health/satisfaction)

Upped our efficiency with less resources(HC)

Dixa review by Rune U.
Rune U.
Validated Reviewer
Verified Current User
Review Source

"New dixa user"

What do you like best?

We like the opportunities for building our own workflow and custom que building.

What do you dislike?

We needs more analytics and reporting opportunities. E.g. agent preformance

What business problems are you solving with the product? What benefits have you realized?

Customer service inquiries

Dixa review by David  P.
David P.
Validated Reviewer
Verified Current User
Review Source

"Highly sofisticated and user friendly coms tool"

What do you like best?

The platform is userfriendly and effectice to navigate

What do you dislike?

There might be a slight focus on a lot of incoming calls, and not when performing a great number of calls

What business problems are you solving with the product? What benefits have you realized?

Digitalising and making the daily work more effective

Dixa review by Fredrik S.G C.
Fredrik S.G C.
Validated Reviewer
Verified Current User
Review Source

"Great Cloud-based solution for every type of business"

What do you like best?

I like the user interface, it's smooth and user-friendly.

What do you dislike?

I don't like the discrepancy between input & output (reg. voice over IP)

What business problems are you solving with the product? What benefits have you realized?

The benefits is clearly more desk-space and a feeling of greater IT-compability

Dixa review by Viktoria  T.
Viktoria T.
Validated Reviewer
Verified Current User
Review Source

"Complete way of halndeling customers "

What do you like best?

To have everything at the same place regarding callls

What do you dislike?

The sounds after my calls are enjoying. I receive notice regarding voicemail thats empty

What business problems are you solving with the product? What benefits have you realized?

Faster intervalls between calls. Get more done in less time

Dixa review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"User-friendly support app"

What do you like best?

I used Dixa for my business because of the possibility to adjust all possible settings according to my needs and my vision.

What do you dislike?

To my mind, the disadvantages of Dixa are related to the fact that you need to be aware of a big scale of information concerning its functionality, but it's definitely worth those efforts.

Recommendations to others considering the product

Dixa allows me to run my business smoothly,

What business problems are you solving with the product? What benefits have you realized?

Incoming chats, calls. Dixa app always keeps me aware of my business. no mater, what happens, my team receives the solutions and feedback from Dixa shortly. Its support team makes a great job!!!

Dixa review by User
User
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Excellent tool that makes the customer service experience much easier"

What do you like best?

1) Dixa manages channels (email, chat & phone) unified which makes customer support much easier.

2) An ability to set priorities due to your needs (skill-based routing, offer algorithm, building flows).

3) Integrations.

What do you dislike?

It's not possible to search for conversations by date

What business problems are you solving with the product? What benefits have you realized?

We are using this system for outsourcing customer support. All the benefits are listed above

Dixa review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Dixa Contact Center Solution Review "

What do you like best?

Dixa Contact Center Solution was easy to use. Their customer support and online help/FAQs were easy enough to reach and resolve in a short amount of time. Their website portal was attractive and easy to navigate without wasting time. Overall, it was an adequate website.

What do you dislike?

The website for Dixa Contact Center Solution website, while nice looking, also looked very generic. Their online help/FAQs, while easy to find, were not very deep/comprehensive from an IT engineering point of view.

What business problems are you solving with the product? What benefits have you realized?

Looking at alternatives to Skpe, Lync, and Jabber. No real benefits were found with the product,

Dixa review by User in Retail
User in Retail
Validated Reviewer
Verified Current User
Review Source

"Down in Dixa"

What do you like best?

I like the Increased efficiency that this software brings to the table.

What do you dislike?

I dislike how hard it is for others to use so I'm constantly having to teach it to less experience users.

Recommendations to others considering the product

Focus on accurate analytics.

What business problems are you solving with the product? What benefits have you realized?

I have been able to get real time analytics about my center and adjust accordingly.

Dixa review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Dixa for my business"

What do you like best?

Desktop app that is user-friendly and simple to adjust to our needs

What do you dislike?

Actually, I was impressed by its functionality

What business problems are you solving with the product? What benefits have you realized?

It makes the working process for our Sales Department much more convenient

Dixa review by User in Medical Practice
User in Medical Practice
Validated Reviewer
Review Source

"Great customer service "

What do you like best?

Their chat support and email support is really what sets Dixa from any other customer cloud platform.

What do you dislike?

Marketting is not that great so when telling others to use it, they do not have the trust in the product because they have never heard about it

What business problems are you solving with the product? What benefits have you realized?

Interacting with clients and customers on multiple cities/countries

Dixa review by Administrator
Administrator
Validated Reviewer
Review Source

"Administrative assistant "

What do you like best?

This software is extremely user friendly. It is self explainatory and doesn’t leave you searching the software for the piece you’re looking for.

What do you dislike?

The appearance of the application isn’t pleasing to the eye. Could be visually improved.

What business problems are you solving with the product? What benefits have you realized?

It’s extremely intuitive and helps me help my customers.

Dixa review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Implementation experience"

What do you like best?

Easy to set up flows, multiple options to create a 100% customized flow.

What do you dislike?

Unorganized overview of flows, queues, etc.

What business problems are you solving with the product? What benefits have you realized?

1. Customer service B2B and B2C, inbound and outbound sales.

2. Many channels in one place

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