Dixa Reviews & Product Details

Dixa Overview

What is Dixa?

Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every time. With customer recognition features, Dixa makes it possible to know your customers the second they reach out. We do this by displaying each customer's conversation history with your business in a timeline as well as their order history instantly. This ensures teams have the information they need to solve customer inquiries faster while delivering more personalized support. Flexible pricing and global scalability allows you to only pay for what you need and scale up or down without additional costs or effort. All conversation types (phone, email, chat, Facebook Messenger, and WhatsApp) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting, and advanced routing. Dixa’s user-friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers, and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in stronger bonds between brands and customers.

Dixa Details
Website
Discussions
Dixa Community
Languages Supported
English
Product Description

Dixa is a conversational customer engagement software that connects brands with customers through personal conversations by making it easy for them to reach you. Never miss a customer by replying to chats, emails, calls and social media messages from one unified platform.

How do you position yourself against your competitors?

Unlike many other customer service solutions out there, Dixa is built to bring friendship back to customer engagement. With no bias towards one channel and no manual routing, the platform intelligently helps agents prioritize customer inquiries and break down data silos, resulting in a more positive experience for both agents and customers across all channels. Through unique routing technology, Dixa helps empower agents to build long-lasting, engaging relationships with their customers by having continuous and personal conversations.


Seller Details
Seller
Dixa
Company Website
Year Founded
2015
HQ Location
Copenhagen, Denmark
Twitter
@DixaApp
2,968 Twitter followers
LinkedIn® Page
www.linkedin.com
137 employees on LinkedIn®

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ability to recognize customers across platforms and direct integrations on customer cards to our ecommerce platform.

It saves time. We don't have to ask our colleagues if they've talked to the customer they are currently on the phone with and we don't have to ask customers for their order number 99% of the time.

Side conversations has been a big help to us. We reduced the use of our "personal" work emails, since we've started using Side conversations to talk to our suppliers, couriers, etc. Review collected by and hosted on G2.com.

What do you dislike?

I don't like the fact that you can't route two kinds of actions into the same action in the email flow / call flow / etc.

It's a small issue, but can be time-consuming when making changes to our setup. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you feel like you have to many systems, 1 for phone calls, 1 for emails and 1 for chat and each of the employees individual work email and direct number, make the change to Dixa. Review collected by and hosted on G2.com.

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

The fact that we gather all of our conversations with customers in the same system as well as being able to recognize who talked to what customer on what platform.

We've lacked customer satisfactions as well and being able to "live" track what our customers think of us through analytics has helped us a lot.

We've realised a lot of our time was used inefficient on asking our colleagues whether or not they've talked to a customer and had them explain what that specific case was about.

We've also included our storage department and their email setup, so that we can forward certain task to them instead of an task app like Asana. Review collected by and hosted on G2.com.

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Head of CX
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Response from Trisha Patel of Dixa

Hi Cornelia,

Having everything in once place is a massive benefit, I’m glad you and your agents enjoy that too!

Touchpoints - yes for sure! Our team are continuously developing analytics and we will be releasing some new metrics too! Keep an eye out on the gift icon on the top right corner for updates :)

Thanks so much for sharing your experience - If you need anything else just let us know: https://dixa.com/contact

Open Discussions in Dixa
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

With this tool we can process all requests very quickly. Especially the dashboard is very good and clear. I can see if one of our employees is currently processing a request and I can also see the completed requests. Review collected by and hosted on G2.com.

What do you dislike?

The integration of all our social media accounts does not always work without errors - some requests or messages are displayed in the dashboard only after a delay. Review collected by and hosted on G2.com.

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

With this tool we are able to answer customer inquiries faster. The dashboard shows us all unanswered requests and the reports show us statistics about all conversations. The tool is also a great tool for collecting customer data. This way we can easily assign and manage contact details to the customer. Review collected by and hosted on G2.com.

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UT
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Dixa feels a bit "undercooked". While it functions as an all-in-one communication systems quite well, it's sorely dependent on your setting up of it's various flows and what kind of implementation you need. For our company's set up - it doesn't fit and that's a costly lesson for us, but I can easily see Dixa's toolset working beautifully in a call center environment - where each agent is interchangeable and can easily take each other's task. Review collected by and hosted on G2.com.

What do you dislike?

It's disruptive. It immediately assaults your senses whenever a new notification, email or call pops-up - stopping you immediately on what you're doing. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Really really take the time to ensure that you Dixa 100% fits your needs as it is not very flexible. Review collected by and hosted on G2.com.

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

We needed a system where we can easily cover all markets and ensure that nothing slips to the cracks, unfortunately - it's too effective at making sure you get that new email/chat/call - outright stealing your productivity and forcing you to pay attention to it. Review collected by and hosted on G2.com.

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Jefe de recursos humanos
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Dixa We have been using Dixa for about 2 years and so far it has reached our expectations when implementing it in the company since dixa has everything in one place, now everything is organized since dixa has many functions (telephone, group video chat and even Facebook Messenger) its interface is very friendly since it is very easy to use and even our older employees who do not know much about computer science, the transition to Dixa has been very easy, we also liked the notification system that they implement, they make you can respond When the client contacts you without delay, the dixa technical support is also friendly and at your entire disposal, they provide 24/7 technical support which makes all problems are solved almost immediately Review collected by and hosted on G2.com.

What do you dislike?

In all this time we have only had one problem since sometimes certain clients could not attach files or they could not review the attachments that were sent to them but we had a chat with technical support and they managed to solve it so yes it was not a very big problem that we had with the software Review collected by and hosted on G2.com.

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

Dixa has helped us so that all the information of our clients and their correspondence is now organized and answered much more quickly and efficiently we are undoubtedly more organized and has helped us to face daily activities more quickly Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It contains a remote access to the central platform, being a quite pleasant and comfortable option when using it, allowing me to enter in a simple and easy way, automatically including the assistance it offers regarding the inconveniences presented, offering very alternative solutions. Considerable and guaranteeing a fast service, which is one of the terms by which I really like Dixa, underlining its live chat function to clarify various questions from customers towards our platform, which makes it incredible. Review collected by and hosted on G2.com.

What do you dislike?

It does not present functionalities that are often used in its design, which makes it a non-complex application, when it refers to the indeterminable option of different ways of communication, one of these services not available is video chat, which would be useful to interact with potential clients offering higher quality support, or web conferences to attract high-end companies for more accommodation from different companies, this makes Dixa a software with few functions for better performance. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking for a service that allows you to satiate the problems presented to your customers on a daily basis in a fast and massive way, including phone calls, emails, live chats based mainly on real-time, that offers intelligent call routing based on skills and other agent management tools, because Dixa is the best solution for your company, offering an excellent, effective and easy service. Review collected by and hosted on G2.com.

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

Dixa is used with fundamental principles in our organization for its personal customer service function, based on the cloud to perform conversions in real time, frequently used thanks to its simplicity and ease of design, this software allows us to attend to the clientele of my company, through different means of communication such as by phone, email and chat from a live screen to serve our powerful individuals in a way considered speedy. Review collected by and hosted on G2.com.

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Studentermedhjælper
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

What I like this best is that DIXA is a new tech firm, which means that it isn't built on an old rigid foundation. It seems like its more agile and open-minded for new ideas. Constant developing new features, which make working in DIXA more fun, both if you're a tech nerd like me or just a 'regular' customer service agent. Review collected by and hosted on G2.com.

What do you dislike?

Since it's not totally tailored to our needs, there would be some features missing and some that are irrelevant for our customer service there at CFC. That is the hard thing designing a software solution, that fits every customer service at any firm. Especially ours is a bit different, so I think that they got an exciting and somewhat challenging task with us. Review collected by and hosted on G2.com.

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

We haven't worked that long in DIXA yet, to actually see the benefits and see the numbers improving. But we do have a lot more insight, especially after we came on the beta release of their analysis feature. I think the keywords of the implementation of DIXA are: Efficiency, Effective, Timesaving, Insight, No cherrypicking and without taking any autonomy out of the task for our employees and lastly, give our customers a better experience. Review collected by and hosted on G2.com.

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Information Technology Specialist
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Customer conversations are translated in real time. It's amazing. The truth is, if I didn't know Dixa had that feature, I wouldn't suspect I was reading something translated. That way we can communicate much better, no matter what the language.

The list of orders and the history of conversations are accessible so that we can give personalized attention to the client. I think it's a good idea because anyone can provide effective attention.

It has integration with real time chat and email. This makes it easier and more comfortable for the customer to communicate with us. We simply respond. Review collected by and hosted on G2.com.

What do you dislike?

There are times when the translator of conversations behaves strangely: he does not always translate well. It happens rarely, but it is disconcerting.

I've only had that problem 3 or 4 times. The rest of the software makes me very happy. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Dixa is so efficient and fulfills its objective so well that it seems to me an essential software for any company that has customer service. I highly recommend its implementation to make previously complicated tasks easy. Review collected by and hosted on G2.com.

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

In our company, the customer service staff consists of 4 people who speak 3 languages. Sometimes that wasn't enough and we didn't know how to respond to non-English speaking customers. It was very frustrating because we would ask them to communicate in English and some would not want to and would leave without being attended to. Those who accepted this condition often used translators who did not work very well. Those who had a basic understanding of English were often unable to express themselves accurately.

With Dixa, the language barrier was over. Now it doesn't matter who attends to the client, because we always understand him. Review collected by and hosted on G2.com.

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Founder
Retail
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We choose DIXA above Zendesk and others due to the simple and easy setup of call and mail flows and their thorough preparation for new features using AI and machine learning. Review collected by and hosted on G2.com.

What 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. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Max,

Thank you so much for your feedback its really appreciated. Its great to hear how many webshops and countries you’re supporting, I’m also glad to hear things are going well.

Feature requests we definitely always want to hear especially if you can tie it into your workflow, please keep sharing those across with us as a lot of feature requests raised by customers are either in progress or rolled out.

Thank you again Max!

E-commerce Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

It is now much easier for us to handle customer service. All our inbound calls, emails, chat and facebook messages are now being directed to the right employee. Review collected by and hosted on G2.com.

What do you dislike?

In the start we had some troubles with the phone calls only gave sound in the headset. But the integration with Kuando Busylight solved that perfectly , so now we can hear and see if the phone is calling. For a plus we can also see from the light if the employee in the office is available or busy in a call. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a huge decision to get a new helpdesk system. But just try to get a demo, it is a very easy system to use and setup. Don't limit yourself if there is function that is missing: Dixa is developing new function all the time and they listen to their customers wishes. Review collected by and hosted on G2.com.

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

Now we don't need to use our time on several platforms for handling our inbound customer services. And for a bonus we can more easily track our main problems in the customer service with the tag- and analytic part. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Benjamin,

Thanks for taking the time to leave a review for us, its really appreciated! It’s also great to hear how things have become easier for you.

The Kuando busylight is pretty awesome especially when you have a large team. As you mentioned we are always looking to improve and what to hear feedback from you, if there’s anything you feel is missing or that you would like to see please do let us know! https://dixa.com/contact

Thank you again!

Fault Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The thing I like the most about Dixa is that you are able to manage all your emails and phone calls from one central location and not have to look all over the place, this is very helpful when you have to manage different teams and on both email and calls at the same time. Review collected by and hosted on G2.com.

What do you dislike?

Not much to be honest, there are a few things here and there that would be very helpful if they could be added, for example, some bulk tools for closing open conversations and a more granular search tool when looking for specific calls or emails otherwise I'm very happy. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need to manage teams or simply want to have all your calls and emails in one easy to access and secure place Dixa is the tool for you. Review collected by and hosted on G2.com.

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

It has greatly improved my workflow and given me the tools I need to find calls and emails with ease, it has also allowed a great deal of customization for our main IVR and email channels. Review collected by and hosted on G2.com.

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Response from Malte Cats-Abildgaard of Dixa

Hi Oscar,

Thanks for the review! It keeps us warm on a cold day.

Your feedback is truly appreciated and I'll make sure to send it to our product team.

If you think of other things that can help improve your experience even more on your customer friendship journey, please don't hesitate to let us know.

That's what we are here for :-)

Have a blast!

Assistant Content Coordinator
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Dixa gathers and sorts all incoming messages, so it makes communication with many users and customers easy and smooth. There are many great features - e.g. the possibility to sort large amounts of messages from different channels in queues defined by key words; transfer messages between agents; make templates for replies; and track conversation, so it is possible to get a quick overview of conversations with the same customer. Review collected by and hosted on G2.com.

What do you dislike?

The visual representation can be a bit confusing compared to the original messages, but it doesn't take that long to get used to. There is also a challenge in making sure messages arrive with the right agent / queue - but the challenge is usually not with Dixa. In stead it is making It clear for the customers where to direct their questions. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you have several channels that you can be reached through, Dixa is a great way to gather them in one place, where all your relevant employees can access and answer the messages. It is easy to track, transfer and follow up - and the possibility to write template is a great way to save time especially in high intensity periods. Review collected by and hosted on G2.com.

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

Managing large amounts of messages and making a nice structure for replies. Making it easy for several agents to work in the same inboxes - because messages are no longer linked to one specific email address but end up in queues according to the content of the message. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Mia,

Thank you for taking the time to share your experience with us! You should also check out the preferred agent and personal offers feature which may help re-route requests to the correct people:

https://support.dixa.help/en/articles/165-preferred-agents-personal-offers

If you have some time we can also talk through your work flow to ensure that requests are being routed into the correct place, feel free to email your details and availability over to friends@dixa.com and I’ll be able to pick it up :)

Thanks again Mia!

UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Customer service are always quick to reply, helpful and take criticism and feedback in a friendly and professional manner.They have a separate site for feedback and suggestions to easily organize what to prioritize for functions that their customers want. Review collected by and hosted on G2.com.

What do you dislike?

Some functions can take a while to develope, even if they can seem like easy tasks to create. The first few weeks was very daunting and chaotic. It felt like it was an uphill battle at every corner. The system has changed for the better and our usage experience with it, but most of our customer service personal was very anti using the new system in the beginning so it was a real challenge to keep at it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Dixa is a small company that does most things right. They aren't perfect, but it's clear they are working hard on developing their tool with the customers in focus and listening to feedback on what is important for every day usage. Review collected by and hosted on G2.com.

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

Having a constantly growing customer service team of 4 different languages, Dixa has really helped us organize the work flow. While it took a bit to get accustomed to compared to "our old ways", I couldn't imagine ever going back. The best part is having a way of letting the developers know what you want and need and actually have it worked on without having to spend in house resources on it. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Daniel,

Thank you so so much for your review, it is super kind <3

Feedback is something that is really important to us so if you have some more to share please do let us know, especially around those features you need - you never know we may be working on them already ;)

I'm also really glad to to see that you couldn't imagine ever going back! That is fantastic feedback! If you need anything at all were always available: https://dixa.com/contact

Thanks again for taking the time to review us :)

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I love the best that my needs are heard instantly. If we need new features the requests is being processed. I also like that I have a fast overview of mail load. Review collected by and hosted on G2.com.

What do you dislike?

It is annoying that I have to write something long in this field, when I don't have further to say. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

it works Review collected by and hosted on G2.com.

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

I have used the chat many times and always received an instant answer. The benefit is that my request is solved within a few minute. In this way Dixa does exactly for me, as a customer, what I wish to do for my customers. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi There,

Thanks for taking the time to leave us a review! Feedback is something that is really important to us and we definitely want to be hearing your voice, so please do keep sharing your ideas!

If you need anything at all feel free to reach out to us at any time, we’ll be more than happy to help :) https://dixa.com/contact

Thanks again!

Podcaster & Publisher Relations manager
Non-Profit Organization Management
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Dixa makes customer service easy and effective and helps build good relationships with users. Dixa provides customer service on phone, chat, email and messaging and thats what we need:-D Review collected by and hosted on G2.com.

What do you dislike?

Nothing really. For now it works perfectly. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get started! It's amazing :-) Review collected by and hosted on G2.com.

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

It makes it easier to help users quickly and effectively. The auto- and quick response features are very helpful when you have to answer the same questions to a lot of users. The follow-up feature is very helpful as well. I was at first a little skeptical about the tool, but i really like that you are served one mail at a time and don't get overwhelmed by a bunch of e-mails in the inbox. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hey Trine,

Such great feedback thank you so much! I’m really pleased to learn that things are going so well for you and your team <3

It’s also so natural to be sceptical about a new tool - I would be too ;) but I’m glad you see how its helped and how its made your team be more efficient. Great stuff!!

If you need anything else, feel free to reach out to us at anytime: https://dixa.com/contact

Thanks again :)

Co-Owner
Consumer Electronics
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

What not to like - every feature we ever wanted and a few we never thought of are to be found in this amazing tool-set. We are very happy also that we could integrate and prioritize our phone, email & chat. We use DIXA for all our contact points and we operate in multiple markets and DIXA helped us make sure all markets integrated nicely. Review collected by and hosted on G2.com.

What do you dislike?

Nothing - Dixa is flexible & agile on ANY feedback we have provided. We had a few problems with email-attachments in the beginning and DIXA managed to fix the issue.

Looking forward to ZAPIER integration - once that is done we can do a lot of automation which would be highly appreciated. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make the switch if you want you team to be focused and effortlessly follow the agreed priorities. Review collected by and hosted on G2.com.

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

Priority & focus is built into the structure of DIXA which enables our team to work much more effeciently and get more done in shorter time with less effort. Also the integration with various platforms DIXA is a dream to work with! Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Lars,

This is amazing feedback, thank you so much! I’m really glad to hear that you’re having a great time using Dixa

Feedback is super key for us so if there’s anything you feel is missing or should be changed we would love to hear about it.

Thank you again for taking the time provide some feedback for us, we really appreciate it :)

Kundeservice
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The fact that everything just flows and you do not have to open all mails individually. I also like all the features and stuff you can conect to the dixa app, which makes work so much easier Review collected by and hosted on G2.com.

What do you dislike?

The fact that you need to update the app manually if there is a new big update Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are in search for a way to improve you customer service dixa is the right way to go! I can see on the reports that dixa offer in the mail system, that we have answered so many more emails and chats since switching to dixa and our over all customer satisfaction has also improved Review collected by and hosted on G2.com.

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

It makes everything go suck much faster and we can help a lot more customers then at our prior emailsite.The fact that it offers email, chat and phone at the same time gives us the possibility to help so many more. We also love how you can make you're own templates and quick responses, which also makes work a lot faster. Review collected by and hosted on G2.com.

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Social Media Coordinator and Community Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

That I can be served a limited number of emails at a time and that the queue function is easy to use. Quick Responses makes it easy to reply quickly and efficiently to our users. It is easy to edit/add tags and to make changes to Quick Responses when needed. Review collected by and hosted on G2.com.

What do you dislike?

The draft function could be easier to access and I could use an improved autosave function for example. Could be nice for "tag" function to be closer to "send" button for more prompting to use it. When Making a quick response, would be great if you automatically can add the "requester firstname" code by pressins it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make good use of Quick Responses and evaluate them on a consistent basis. Use tag feature consistently. Review collected by and hosted on G2.com.

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

It makes it easy to efficiently respond to our users and help them. It makes it easy to communicate internally in our organization about the amount of inbound communication + what inbound communication is regarding. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Marie

This is some great feedback, thank you so much! If you have some time I would love to hear some more about the feature requests you do have, it sounds like a lot can help agent efficiency. If you have some time, feel free to email friends@dixa.com with your details and availability and I’ll pick it up :)

Thanks again for taking the time to leave us a review :)

CCO
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Dixa is a omni-channel tool that is highly flexible and easy to decode/learn and setup.

Whenever your business processes change, you can easily change the flow in Dixa. This has proven extremely valuable in our startup, where new processes and ideas is a daily thing.

It is easy to teach employees to set up new flows, and they quickly understand the logic of the system. Overall their daily satisfaction is also rising since Dixa is quick and easy to use. All in all we're really happy about using Dixa in Podimo. Review collected by and hosted on G2.com.

What do you dislike?

Currently our business is not super complex and there's as such nothing we miss.

However, we do see a need in the near future to have some kind of country separation. We know, however, that this is in the roadmap. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the jump and get onboard as soon as possible. In another position (and another company), it took a long time to decide to go from an older tool (Zendesk) to Dixa. When we finally did it, we were quick to harvest the benefits.

In my new company, It was not difficult for me to make the choice of Dixa....it's the perfect tool for both start-ups and scaleups. Review collected by and hosted on G2.com.

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

Primarily routing conversation to the right agents and departments. This is the overall problem.

But also, being able to react fast and efficient to new issues (e.g. when releasing something that generates a lot of inbound conversations). Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Andreas,

This is great feedback, thank you so much! Its great to hear how well things have worked for you as well as how easy its been for the team to get used to, that’s really really awesome!

Transitions between two systems are never easy either but its fantastic to see how seamless that went - wood!

We are also constantly developing the product too so anything you want to see definitely share that with us so we can relay that back to our product team.

With breaking down users into countries its not the easiest but using tags or even creating countries as companies could be temporary work around. If you have some time I would also love to hear some more about that workflow too so we can better advise, feel free to ping friends@dixa.com and we can get a quick call set up :)

Thank you again Andreas!

Customer Support Supervisor
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try it, or at least have it demoed, it's really worth looking into. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi Joacim,

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 :)

Delegating conversations:

- 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 friends@dixa.com 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!

Head of Marketing & Customer Experience
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

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

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 Review collected by and hosted on G2.com.

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Response from Malte Cats-Abildgaard of Dixa

Hi Casey,

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 :-)

Best,

PC- & Apple Certified iOS Technician
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Dixa makes things, a lot more simple then you would expect.

Everything is straightforward, and the task lists and other objects are easy to use.

Give it a day and you should be able to know how to do 90% of the things you need :-)

We used it for contacting customers, and it made the whole process so easy and you can always find contacts that you have to contact in your contacts list.

It gave a good reminder that you should complete your tasks before moving on to the next.

We used it for a little while, and during the time it was super easy, very user friendly but also some things were a bit of a downer. But not a killer :)

The fact it has a program instead of a website aswell, is super effective and helps a lot too. :-)

Thank you again! Review collected by and hosted on G2.com.

What do you dislike?

Theres not a lot of options to customize the whole chat system with your colleagues, it's almost like you are chatting to a customer still.

You can't have an internal chat system where you can text eachother reminders, or anything. Which would be really neat.. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take it with a grain of salt, because not everything is perfect.

But this can be :) Review collected by and hosted on G2.com.

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

For the short while, it put all the things we used into one platform (almost). And it was quite good.

I did like it a lot :-) Review collected by and hosted on G2.com.

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