Dixa Reviews

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!

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

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.

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.

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.

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

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.

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.

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

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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 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.

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.

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.

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.

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.

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

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!

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

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

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.

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.

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

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 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.

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.

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

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.

I do not have any dislikes of any relevance.

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.

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

an integrated spell checker would be nice :)

mobile apps are something we are looking forward too

calls and chats mostly

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

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.

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.

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

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

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

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.

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.

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

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.

Great User Experience and an easy to use desktop application.

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.

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

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 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

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

The way we used to prioritize requests

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

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

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

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

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

Invoice system isn't working as it should

Tracking of phone historic of the client.

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

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

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

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.

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)

Go for it!

Customer service inquiries

Better customer relations (Health/satisfaction)

Upped our efficiency with less resources(HC)

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

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

Customer service inquiries

The platform is userfriendly and effectice to navigate

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

Digitalising and making the daily work more effective

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

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

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

To have everything at the same place regarding callls

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

Faster intervalls between calls. Get more done in less time

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

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.

Dixa allows me to run my business smoothly,

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!!!

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.

It's not possible to search for conversations by date

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

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.

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.

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

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

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

Focus on accurate analytics.

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

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

Actually, I was impressed by its functionality

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

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

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

Interacting with clients and customers on multiple cities/countries

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.

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

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

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

Unorganized overview of flows, queues, etc.

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

2. Many channels in one place