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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Customer Support Representative
Outsourcing/Offshoring
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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

I liked the way Dixa allows to easily set up business processes between different users. Review collected by and hosted on G2.com.

What do you dislike?

Nothing specific, some features are missing (like social media integrations) but it's going to be available soon. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Open Discussions in Dixa
Chief Business Development Officer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Easy integration, User Friendly interface, Helpful Alalytical tools, Ability to request a feature that is not presented right now. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The price is really matters, and with Dixa you will definitely not be overpaying. Review collected by and hosted on G2.com.

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

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Customer Success Consultant
Outsourcing/Offshoring
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Social Media Manager
Outsourcing/Offshoring
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

What do you dislike?

They are not totally perfect, but they are trying to be in non-stop improving. Review collected by and hosted on G2.com.

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

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Customer Support Representative
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
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! Review collected by and hosted on G2.com.

What do you dislike?

When a new update is out some bugs may occur, but the crew usually fix them fast. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need easy in use and high-quality solution - try Dixa, you will like it for sure. Review collected by and hosted on G2.com.

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

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Response from Trisha Patel of Dixa

Hi Michael,

Thank you so very much for writing such a great review, I’m super pleased to see how positive things have gone for you.

We’re constantly pushing out improvements and new features so there may be times some things aren’t working as expected but Im glad that you see the quick turn around too :) If there are features you would like to see but aren’t there please do reach out to the team and share that information across, we’d love to hear it.

In the mean time if you need anything at all, feel free to reach us any time, we’re available 24/7: https://dixa.com/contact

Thanks again Michael!

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

Their chat support and email support is really what sets Dixa from any other customer cloud platform. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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

Interacting with clients and customers on multiple cities/countries Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

What do you dislike?

Some missing features, and after an update there is sometimes some small bugs. Outside of that, nothing. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Response from Trisha Patel of Dixa

Hi Christoffer,

First off, thank you very much for your review! It’s been a while so I hope everything is going well for you. I’m sure you’re aware that there have been a lot of improvements and new features being pushed. We would also love to hear some more from you on the features you feel are missing and should be there - if you have some time we’ll be more than happy to set up a call, just forward your details over to friends@dixa.com and I’ll pick it up from this end :)

..but im super glad to hear that Dixa has made things a lot more manageable and faster for you to help your customers :)

If you need anything at all, feel free to reach out, we’re available 24/7 :) https://dixa.com/contact

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

To have everything at the same place regarding callls Review collected by and hosted on G2.com.

What do you dislike?

The sounds after my calls are enjoying. I receive notice regarding voicemail thats empty Review collected by and hosted on G2.com.

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

Faster intervalls between calls. Get more done in less time Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Response from Trisha Patel of Dixa

Hi There,

Thank you so much for sharing your experience using Dixa. Developing Dixa is super important to us so any feedback you have on features you’d like to see or have improved we would love to hear it!

I know its been a while since you initially wrote this review so hopefully you’re no longer experiencing issues with call quality. We’ve been working hard on generally improving dixa and adding features we feel will benefit you greatly, so if you have any feedback please do let us know, we’re available 24/7 :)

Thanks again!

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

The platform is userfriendly and effectice to navigate Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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

Digitalising and making the daily work more effective Review collected by and hosted on G2.com.

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

What do you dislike?

an integrated spell checker would be nice :)

mobile apps are something we are looking forward too Review collected by and hosted on G2.com.

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

calls and chats mostly Review collected by and hosted on G2.com.

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ES
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Dixa allows me to run my business smoothly, Review collected by and hosted on G2.com.

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

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UI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
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. Review collected by and hosted on G2.com.

What do you dislike?

It's not possible to search for conversations by date Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

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

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Response from Thomas Sønderbjerg Larsen of Dixa

Thank you so much for the review!

iOS and Android apps are on our radar, to the point where we did in fact build and launch an iOS app last year. We can definitely see great use cases for mobile support, especially for businesses who have employees on the road. We found that the limited functionality we launched with did not really meet the needs of our users, and so we shelved the app for now. It will come back some time in the future, but we currently have no ETA.

If you want to know what we're working on that makes us more excited than mobile apps, do not hesitate to reach out to your Success Manager.

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

Desktop app that is user-friendly and simple to adjust to our needs Review collected by and hosted on G2.com.

What do you dislike?

Actually, I was impressed by its functionality Review collected by and hosted on G2.com.

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

It makes the working process for our Sales Department much more convenient Review collected by and hosted on G2.com.

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Group CFO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We like the opportunities for building our own workflow and custom que building. Review collected by and hosted on G2.com.

What do you dislike?

We needs more analytics and reporting opportunities. E.g. agent preformance Review collected by and hosted on G2.com.

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

Customer service inquiries Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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Partner Success Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the user interface, it's smooth and user-friendly. Review collected by and hosted on G2.com.

What do you dislike?

I don't like the discrepancy between input & output (reg. voice over IP) Review collected by and hosted on G2.com.

What 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 Review collected by and hosted on G2.com.

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AA
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

What do you dislike?

The appearance of the application isn’t pleasing to the eye. Could be visually improved. Review collected by and hosted on G2.com.

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

It’s extremely intuitive and helps me help my customers. Review collected by and hosted on G2.com.

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Response from Trisha Patel of Dixa

Hi There,

Thank you very much for sharing your feedback. I’m really glad to learn that things have gone smoothly for you and hopefully things are still smooth sailing.

It’s been a while since your last review and we’ve made a lot of updates/improvements and one of those improvements were to the UI. Hopefully now you find it easier on the eyes but if not, if you have feedback/ideas on the way in which the interface should look, we would loooove to hear it! You can reach us at any time on one of these channels: https://dixa.com/contact

Thank you again! Looking forward to hearing some ideas!

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

The integration of phone, email and live chat which makes this work perfect for our business. Review collected by and hosted on G2.com.

What do you dislike?

Some problems with the connection to different numbers, Also 11 number phonenumbers in NL are not integrated yet. Review collected by and hosted on G2.com.

What 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. 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!

CI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
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.

Review collected by and hosted on G2.com.

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) Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it! Review collected by and hosted on G2.com.

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

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COO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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! Review collected by and hosted on G2.com.

What do you dislike?

There are still some features missing, that we are looking forward to getting. But already the tool is really good. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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