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 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.