Dixa is a customer service tool for companies that aim to provide their customers with simple, unified, and engaging customer service. It functions as an end-to-end holistic platform with a call center, contact center, and a help desk all integrated into a single package. With an advanced routing system, customer support conversations are intelligently offloaded to the right agent and at the right instance. Users can also easily engage across organizations and drive personal conversations with people at the center. Dixa enables communication across various channels such as email, chat, and phone to be unified on a single platform. It also comes with an integrated and full-featured call center and phone system that users can directly run in their browsers. With real-time chats and messages, users can easily connect with their visitors. And the email platform lets them track, prioritize, and aid the queries of their customers.
|Support||24/7 (Live rep) Business Hours Online||Customer Type||Large Enterprises Medium Business Small Business|
|API||Location / Phone Number||Copenhagen, Denmark / +1 888-910-7555|
|Deployment||SaaS/Web/Cloud Installed - Windows Installed - Mac||Category||Help Desk Software Live Chat Software Call Center Software|
1. Local Phone Numbers : $6 per Number per Month
International phone number in over 60 countries
2. Premium Phone Numbers : (Contact the vendor)
The really, really cool numbers (Professional & Premium only)
3. Toll-Free Phone Numbers : $12 per Number per Month
Free for customers to call
4. Number Porting : $4 per Number per Month add to each ported number
Port your numbers to Dixa
5. Outbound Telephony : (Contact the vendor)
Outbound per-minute rates vary
6. Inbound Telephony : (Contact the vendor)
Per minute pay-as-you-go and flat rate packages
7. Toll-Free Usage (US & Rest of World) : (Contact the vendor)
Extra charge for toll-free calls
8. Guaranteed Data Centre Location (Contact the vendor)
EU for data & privacy compliance
Disclaimer: The pricing details were last updated on 13/02/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
That it shows information about who the customer has been in contact with earlier.
Sometimes my sound disconects, so the customer no longer can here me. In order to solve this I need to restart Dixa and call the customer again.
I work as customer service, so it solves the customers' issues.
Thanks for sharing your feedback and sorry to hear that the sound cuts out. Are you able to share some of the following information with our support team so we can better understand whats happening? You can forward this over to email@example.com
- Browser/App information
- Conversation ID examples
- Is this happening for all agents/numbers
- What headset you're using
- Twilio network test: https://networktest.twilio.com
Once we have this we can take a look into why the sound is disconnecting :) Thanks a lot!
That everything is in one place and that it is easy to trace back conversations, chats and so on. It is easy to keep track of the individual customer as it traces back to the given employee who then can follow up and give the best possible service, as the customer does not have to go through multiple employees who might now be aware of the certain situation.
That some functions that would make it easier to navigate or answer faster is not applicable (yet). However, contact was made with Dixa and they were made aware of how it could be better.
That employee tracking is easier with everything gathered in one place with phone, emails, etc. We are not interested in the quantity of messages/calls/chats being answered but the quality, which is made very much easier with Dixa. As mentioned, when you care greatly about customer service and the customers journey within your company it is very nice to not have 4 different platforms to keep track of.
Ah having everything in one place definitely does make things easier, it also makes your team more efficient which is always awesome.
Its great you’ve shared your feedback about speed with our team too, were always open to hear more feedback for feature requests or even improvement, so any other ideas you have, please do share that with us :)
In the mean time if you need anything at all, feel free to reach out to us ay any time: https://dixa.com/contact
I like the UI and UX, it is clean, modern and easy to use. Despite, the seemingly "simplistic" look it packs a lot of interesting features for a small online business like ours without breaking the bank on high monthly fees.
On-boarding of new colleagues is a breeze as it takes a maximum of 30min for them to understand the fundamentals of Dixa and start using the platform.
The fact that you can handle your support queries from many different channels in one place makes it so much more time efficient. Via email, online chat, facebook messenger and soon also whatsapp makes this ideal for any modern online business. The software also provides your own business voip / contact center type solution integrated with all this, no need for extra solutions/subscriptions, integrations for this.
We are based in Europe and so is Dixa (currently) which makes it easy for us to get quick replies and answers with no time-zone issues. Is always a worry as a small startup company if support is slow or lacking but with Dixa we have thankfully not encountered this.
looking for more native integrations but they are working on it from what I understand. They keep improving their product which is another positive sign.
We use wordpress/woocommerce as our online shop platform and they currently have a shopify integration but are still developing the woocommerce one. It would be nice to see order details of the client right in Dixa when that person has any queries or complaints on their purchase, without having to toggle between two separate programs.
Also with more CRMs. They have integration with Salesforce for larger organizations and I believe they are planning to integrate with Pipedrive which would be more ideal for smaller organizations like us.
Looking forward to the integrations on the roadmap such as zapier so there is more freedom to integrate certain workflows without hiring techs via API.
Nice to have would be a mobile app. Currently, you can forward calls to a mobile if nobody picks up the line after x amount of time (for example) but it would be nice to make calls with the mobile app for people in the field. Although I am sure that is a niche request.
If you are looking for a modern and affordable omni-channel customer support solution, then try out Dixa on a trial run.
For us as a small business it really helped to get a unified "inbox" of all our support communications. As a small team we need to divide our attention to various tasks and Dixa helps us organize a part of this.
Originally a couple years back we were looking for a simple Voip solution that had european numbers as we are an online small business but the team is separated between two countries. At the time, I came across Dixa and they were one of the first from what I recalled, without being too expensive, that had integrated voip and customer support into one solution. Alongside the clean interface and design it was a no-brainer to try it out. Very happy I did and still satisfied after 1.5 years.
What a fantastic review, thank you so so much! You’re right with the improvements and roll outs, our team are working really hard to make Dixa super awesome so you’ll continuously see new features. Keep an eye out on the gift icon with your Dixa portal for the announcements :)
A mobile app would be awesome as I know it’ll benefit a lot of other customers too. We have this listed as an improvement too, but if you have any other suggestions and feedback please do let us know as we would love to hear it.
Thank you again for writing such a nice review, if you need anything at all feel free to ping us anytime: https://dixa.com/contact
I love the simplicity of the queues and the ability to see the emails in it's original form. The team are constantly on board to help you out with issues and are very quick to find a solution.
I wish you could select and delete multiple emails in one go and also be able to change the email to section.
We are solving the spam situation where we are filtering trigger terms. The benefits of having all channels as one is perfect.
Thanks so much for your review we really appreciate it. We do have a great team here so if you need anything at all please do not hesitate to reach out :)
Being able to bulk update is currently a limitation, however our team are working super hard to roll out some awesome new features. If theres anything else you’d like to see besides bulk editing tools, definitely share that across with us, we would love to hear your feedback :)
Thank you again!
Having a real working search function and tracking availability. With a good overveiw of the agenda and what's tasks that are ahead. Moving from not having any functionallity to Dixa made almost everyting alot easier.
Not being able to deligate conversations to a specifik user and to that user only. Sometimes one user is the only user for a specific case and it's a bit wonky to be able to keep track of that. And external mails to group e-mails is not tracking correctly when using side conversations.
Try it, or at least have it demoed, it's really worth looking into.
Statistics, better overveiw of time consumption on all tasks. And easier to have everything under the same roof and therefore not forgetting to log into a specifik account or function. With the benefits of using Follow Ups and tagging it's easy to create a good workflow and not be interupted by seeing those pesky conversations you can't do anything about right now any ways.
Thank you so much for writing a great review! It’s really appreciated. I think we might be able to help get rid of some of those frustrations you may be facing :)
- Using priorities in your queues are always a great way to delegate incoming tasks, this way you can decide who would be best to deal with the specific incoming requests https://support.dixa.help/en/articles/37
- Transferring requests: Each agent has the option to transfer the request to either another agent or a group, this works for requests coming in from all channels: https://support.dixa.help/en/articles/125
- Depending on your flows too we can also auto route requests - If you need some help with getting this set up just let us know and we can schedule some time with you to go through your existing workflow/setup: https://dixa.com/contact
Tags are also great ways to track of conversations: https://support.dixa.help/en/articles/35
With the issue you’re facing with side conversations, I’d like to hear a bit more about this and how you’re using it if that’s okay. If you have some time you can email firstname.lastname@example.org with your availability and I can give you a call back :)
Thanks again Joacim, I hope some of the above points help :) Feel free to reach out to us anytime!
The interface is easy to use and understand.
The insights could be improved to help with monitoring and reporting.
It would also be helpful to be able to link DIXA to our internal customer booking system.
Work flow is distributed more easily, and we can utilise the different flows to effectively organise multiple email addresses across several team members.
Thank you so much for writing us a review! I’m glad to know that you’re finding it easy to use :)
Reporting is something we’re working super hard on improving and any feedback you have on this would be super awesome! If you have some ideas or wants that you’d like to see please do share that across with email@example.com :)
With your booking system, depending on what you wanted to pull you might be able to try using our Custom Card integration: https://support.dixa.help/en/articles/8
If you need some help with getting the integration set up or even just wanted to speak about improvement ideas we are all ears and available 24/7 https://dixa.com/contact
Thanks again Kelsie :)
The best thing about Dixa is that everything is in one place. Chats, emails, calls, FB messenger. And you can view the conversation history easily. It makes me more efficient at my job which in turn gives a great experience for our customers.
The only things I dislike are no forwarding of emails, however you can send a transcript.
No problems at the moment however sometimes I do have t reload the system as spell check stops working randomly. Benefits are that everything is in one place and very easy to use.
Thank you so so much for your review, we really do appreciate it <3 Viewing your customers’ history is super important so it’s great that you see the benefit of that too :)
Transcripts are a great way of forwarding emails. CC/BCCing also work..alternatively you can also use side conversations. With Side Conversations you can have conversations on the side of your existing conversation with your customer and keep the overview at the same time. Here’s some more info on this: https://support.dixa.help/en/articles/160
With regards to the spell checker - that definitely shouldn’t be happening but we’ll be able to take a further look into that for you. Would you be able to forward your details over to firstname.lastname@example.org and we’ll pick it up from our end :)
From the moment we met with Dixa, we knew they were different from the rest. They take a genuine interest in your business and ensure your requirements will be met with their platform. It continues to be their personalised approach combined with an easy to use platform that makes use excited to use Dixa as our omnichannel partner.
Agents and management alike love using Dixa and their team has been here to support us 100% of the way - often going above and beyond to ensure the tool is meeting our needs each day.
If pressed, I would like to be able to have more than one Dixa tab open at the moment, and access to a range of webhooks for us to integrate more of our processes and workflows.
We transitioned 78 agents from two software providers into one with Dixa. What seemed like a monster of a task was made simple and easy with the ongoing support of the Dixa team and our account managers.
Dixa is disrupting the large players and is worth your consideration as an omnichannel platform.
Before moving to Dixa, we were using several different tools, resulting in many areas of improvement and often blind spots in our communication with customers. Dixa has quickly helped us bring our entire operation into one platform. The tool has a great interface that agents find easy to navigate and communicate with customers. Our team leaders and managers love the easy reporting and high-level views to measure performance and improved analytics features continue to evolve.
We are already experiencing the benefits of the improved and centralised visibility for communication with our customers and can't wait for the future developments planned.
This increased visibility means more customers are getting resolutions from staff inside our SLAs and our customer's satisfaction and 5-star reviews are growing as a result
Thank you for the kind words. We truly appreciate being part of your journey and having you onboard ours!
If you ever need any help you know where to shout :-)
That conversation is linked.
Easy to learn and you only have one system til phone, email and chat.
We can make our owns flow
Follow up funktion.
I miss an agent with some more rights than now.
There is some smaller things, but I am sure the that will be fixed.
That you only can write in english in Dixa.
It is easy to learn.
Fantastic that chat, phone and mail in the same system
We have some issue about language in chat on our homepage.
Thank you for writing us a review :) I’m glad to hear how well things are going.
With the agents - what kind of rights did you want give them? It would be great if you can send an email over to email@example.com with your details, once we have this we can get a call scheduled to see how we can help :)
Also with regards to language, at the moment the Dixa interface can only be used in English, however you can support your customers in multiple languages if needed. If you’d like to hear some more on this feel free to get in touch with us at any time: https://dixa.com/contact
Thanks again for the review :)
That you cant choose your own mails. The mails comes in order.
Is frustrating that you in a convo with a customer gets answers so it cant be hard to figure out where the customer has answere.
I havent thought of recommend Dixa to any one