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Dixa Reviews & Product Details

Verified User in Sporting Goods
US
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Dixa?

The colors are pretty. Struggling to identify a feature that is otherwise a positive. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

Non-sensical SLA sequence. Cannot sort emails by date received. Email replies do not consistently appear at either beginning or end of message thread. No separate chat window, preventing multi-tasking. Frequently crashes. Cannot keep up with my typing speed; cursor jumps around. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

We are not yet solving problems with Dixa, Review collected by and hosted on G2.com.

Response from Trisha Patel of Dixa

Hi There,

It doesn’t sound like you’re having a great time using Dixa. A few things you mentioned can definitely be resolved. We also have some features on our roadmap that could help around search and analytics.

Would it be possible to get a call scheduled with yourself to go over these topics? You can send an email over to support@dixa.com with your details. Let’s fix all the things!

Dixa Overview

What is Dixa?

Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders to create effortless experiences for customers and teams that unlock loyalty. Dixa gives teams one unified view of all conversations, customers the convenience of reaching out on their preferred channel, and leaders the insights to continuously improve the service experience. Dixa’s Conversational Customer Service Platform combines powerful AI with a human touch to deliver a highly-personalized service experience that scales as your business grows. Teams and their customers benefit from greater satisfaction while automation helps increase service efficiency and effectiveness, which ultimately delivers real business value. Our dedicated customer success team ensures you are up and running quickly and partners with you on your journey to achieving what we call Customer Friendship™. Dixa powers more than 30 million conversations a year and is trusted by leading brands such as Interflora, On, Wise, Deezer, Rapha, Too Good to Go, Hello Print, and Wistia. Learn more by visiting dixa.com. 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 allow 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, Instagram, Twitter, 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
Product Website
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Dixa Community
Languages Supported
English
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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?

Natively Built Conversational Platform
Simplify your tech stack with one platform that makes it easy for agents to quickly get up to speed on conversations across all contact channels.

Powerful Without Complexity
Dixa is easy to set up, use, tailor, and update - all without the need for IT - delivering the fastest time-to-value.

Dynamic Knowledge Powerhouse
Powerful AI-driven knowledge base improves your service throughout the customer service journey.

Integrated Automation Engine
Set up smart, highly personalized chatbots and intelligent conversation routing using the power of automation.

Empowered Agent Excellence
Onboarding and training is quick and easy. Routing is intelligent so the best agent helps the right customer.

Customer Service Management Control
Dixa helps leaders get the right conversations to the best agent. Managers can improve their team performance with insights and coaching.

Customer Friendship™
We practice what we preach and partner with each and every customer to deliver high quality service.


Seller Details
Seller
Dixa
Company Website
Year Founded
2015
HQ Location
Copenhagen, Capital Region
Twitter
@DixaApp
2,779 Twitter followers
LinkedIn® Page
www.linkedin.com
167 employees on LinkedIn®
Description

Dixa is a customer service platform that combines AI-driven tools and omnichannel communication to help businesses deliver personalized and efficient customer support.


Diana E.
DE
Overview Provided by:

Recent Dixa Reviews

Bailey A.
BA
Bailey A.Mid-Market (51-1000 emp.)
4.5 out of 5
"It's difficult to envision a future where Dixa isn't a core part of my CX philosophy."
Imagine every pain point you've experienced with Intercom, Zendesk, or similar platforms—now remove them. That’s Dixa. It’s agent-friendly, managem...
Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.5 out of 5
"Very powerful and efficient customer success platform with almost no flaws"
Dixa offers a function for assigning open customer concerns across platforms (e-mail, telephone, chatbot, social media, etc.) according to finely c...
David D.
DD
David D.Small-Business (50 or fewer emp.)
3.0 out of 5
"Good solution but not new features."
estability and fast response from support
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Dixa Media

Dixa Demo - Conversations View
Add tags, write notes & transfer any conversation to another agent in seconds, regardless of channel (calls, emails, chats or Facebook messages).
Dixa Demo - Conversations List
All conversations are updated dynamically in real-time so you can always see what your team is working on and which customers are waiting in queue without having to refresh. Utilize filters to sort by channel, assigned agent, conversation status and more.
Dixa Demo - Dixa Analytics
Analyze your team's performance
Dixa Demo - Organization
Add team members on the fly
Play Dixa Video
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Official Interactive Demo

Dixa demo available

Try an interactive demo created by the software seller (right here on G2).

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Video Reviews

387 out of 388 Total Reviews for Dixa

4.2 out of 5
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387 out of 388 Total Reviews for Dixa
4.2 out of 5
387 out of 388 Total Reviews for Dixa
4.2 out of 5

Dixa Pros and Cons

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Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
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Overall Review Sentiment for DixaQuestion

Time to Implement
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48+ months
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Bailey A.
BA
Head Of Customer Care
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

Imagine every pain point you've experienced with Intercom, Zendesk, or similar platforms—now remove them. That’s Dixa. It’s agent-friendly, management-friendly, and provides easily digestible data, perfect for those with little time to spend formatting. Their support team is outstanding; they don’t just offer assistance but genuinely care about the success of your team. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

I do wish they offered 24/7 technical support—being a bit of a night owl, that would be a game-changer! Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

The cost saving from having a platform that empowers your team is unmatched. We are able to run with a team of 7 that with another platform it would be a team of 10. Dixa enables you to get the most out of less. Review collected by and hosted on G2.com.

Verified User in Wholesale
AW
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

Dixa offers a function for assigning open customer concerns across platforms (e-mail, telephone, chatbot, social media, etc.) according to finely configured priorities. This means that work is no longer carried out bluntly according to lists. In addition, Dixa offers the function of easily incorporating your own system integrations in the form of HTML-based custom cards, which also makes work much easier.

These two functions already save an enormous amount of time.

There is also a good range of AI support, which works particularly well with case summaries and translations and offers great support!

In terms of administration, Dixa's flow builders (email, chatbot, telephony) are perfect. Super easy to use, visually very pleasant and intuitive.

In general, Dixa has a very good interface and makes the daily work of our entire Customer Success team much easier! Review collected by and hosted on G2.com.

What do you dislike about Dixa?

There aren't really many points here. In rare cases, for example in the flows, it is only possible to write internal notes via API calls. This could be greatly simplified.

For example, the telephone flow offers the option of requesting an order number from the customer. This must be written to the internal notes via an API call. This is unnecessarily inconvenient in this case. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

First and foremost, Dixa helps us to bundle and efficiently process the daily flood of customer enquiries across various platforms. Dixa therefore saves us time and makes us more efficient.

Previously, we had separate systems for mailing, telephony and social media issues and no chatbot. We can now manage everything in Dixa. Review collected by and hosted on G2.com.

Open Discussions in Dixa
Verified User in Food Production
EF
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
(Original )Information
What do you like best about Dixa?

The software itself works as its described. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

The software itself is fine and does the job but the billing team and support is an absolute NIGHTMARE. I'm typically not the type to write negative reviews - I lead our support team so I understand what it's like to deal with difficult customers. However, other customers absolutely need to be warned and this company needs to be held accountable for their practices.

We were 6 months into our 1 year contract when the billing problems started. Each month they would charge us for users we didn't have and we would spend hours emailing the billing team to get mistakes fixed. They'd let us know that they issued a credit but the following month, the credit would not be applied to our invoice and we would waste hours again walking them through their mistakes. Everyone is constantly out on PTO and it takes weeks to get responses and sometimes you'll just get ghosted. This happened for several months in a row and honestly, we just paid for some of their billing errors since it took so much time and mental effort to get issues corrected.

They also have a policy where you need to let them know a month in advance when adding new users, otherwise you'd get charged a much higher fee for the user. This practice does not work for any type of growing team since its rare that any team makes a hire and has 30+ days before they start.

Finally, 45 days before our contract end date, we emailed them and requested that our contract is terminated and NOT renewed - largely due to their billing practices. The response was that according to the terms, a 3 month notice is required for all cancellations and that we were locked into another 1 YEAR contract! This practice is essentially a SCAM and there is absolutely no legitimate reason that a software company needs 3 months to terminate a contract and forces you into another 1 year contract otherwise with no exceptions.

Stay far far away from this platform and there are plenty of other platforms with equivalent and better functionality and doesn't try to scam their own customers. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

Dixa is a helpdesk tool Review collected by and hosted on G2.com.

Response from Gretta Fitzpatrick of Dixa

Dear customer,

We deeply appreciate the time taken to provide this feedback and diving into it in more detail during our recent call.

First, I want to acknowledge that we 100% accept that we were at fault for this billing error and I do offer my sincere apologies for this. When mistakes do occur, our goal is to resolve them as quickly and smoothly as possible. In this case, the issue was rectified as soon as we became aware of it, with the $700 USD being credited immediately. I’m glad you could confirm that no further invoice discrepancies have been identified.

Thanks for the openness in bringing my attention to another point - the notice period. As discussed, we implemented a 3-month mutual notice period awhile ago. This ensures that our customers feel secure and have peace of mind, knowing that we won’t terminate services or raise prices unexpectedly shortly before renewal, as we've unfortunately seen this from other players in our industry.

Based on our conversation, we are now considering adjusting the notice period for smaller customers, as we appreciate that they may not have the same legal resources or complexities as larger clients. This has been really valuable feedback in this process.

We welcome respectful and constructive communication from all of our customers, so that our team can do their best work. Thank you for your continued collaboration and taking some time with me to go into detail on this.

Christian Lohmann, Co-CEO

Marcus H.
MH
Customer Service Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

Dixa has delivered us unrivaled support when it comes to building a completely new flow for our different markets. The system introduced us to a new way of building flows in a much more intuitive way, that has paved the way for us to create new functions and features for our channels.

With great onboarding and a support team to back that up, we never found ourselves out of the loop or left out to dry. There has always been great and efficient help just around the corner.

In summary we've been able to streamline our flows in for all channels in a way the not only has made us more efficient towards our customers but also eased the minds of our workforce, with set priorities that let's our team know where they should be working and at what point of the day. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

I believe that the automations needs to be looked over in order to make them more useful, as there is a ton of funcitonality from there that currently goes missing due to the restrictive options presented in that flow-builder. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

-Creating a chat flow that allows us to give our customers the oppotunity of self-service has been a great addition. Saving time for customers as well as allowing our workforce to focus on the customers that might have errands of a different complexity.

-Providing us with the right tools in order to build a knowledge base both internally as well as externaly is another one of the benefits

-Getting a lot more organised in how our workflows actually work, meaning that we've had an easier time spotting out potential errors and dealing with them swiftly. Review collected by and hosted on G2.com.

Hannibal T.
HT
Head of Product
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic Review from User Profile
What do you like best about Dixa?

Its a great tool for handling customer conversations in one place, and has a lot of nice functionality

Our onboarding manager 'Kim' was very friendly Review collected by and hosted on G2.com.

What do you dislike about Dixa?

Our experience with Dixa started badly. On the first day, our phone number wasn't ported correctly, leaving us without phone service for the first four hours. This happened even though we had asked them to ensure it was done properly due to past issues. There was no customer service to help us at this time, because our company's opening time is earlier than Dixa's

System Reliability Issues

By the third day, a system malfunction on Dixa's end left us unable to use the platform for 2-3 hours. This kind of unreliability is a major concern for us.

Development and Integration Difficulties

We were promised a React-Native solution for their chat SDK, but it wasn't as straightforward as expected. We had to write custom code to connect the Android and iOS SDKs to our app. The API documentation was poor, and their documentation is not up to date, resulting in some features not working.

Customer Service Concerns

The customer service has been very disappointing. Responses are slow, and sometimes there's no response at all. Recently, we were told our issue hadn't been addressed because the team was busy with a new feature release. This lack of attention is unacceptable.

Our designated account manager is ignoring our emails, and we have to rely on customer success.

SMS / MMS

We've told Dixa how important the text message channel is to us, now after onboarding and a lot of testing we're told they don't support MMS messages, which is way too late to inform us of critical information.

All in all

I cannot recommend Dixa based on our experience. The onboarding process, system reliability, integration challenges, and poor customer service all show that the service falls short of professional standards. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

It helps our customer success team to have a cross channel way of providing support for our users Review collected by and hosted on G2.com.

Boryana B.
BB
QA Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

1. Sobber, user-friendly interface: not cluttered with colours, emojis, complicated menus. It is straightforward and visually unencumbered

2. Flexibility and empowering users: with filters/ group by it is very easy to see what I need to and share with the team. That is a great option to track what I need to (not predefined views). Flexibility in data export is the other highlight.

3. Features: search by keyword and activity analyses are my favourites. There is a great use in seeing tickets by action day (not restricted only to created/solved). There is a lot of added value for operations teams as well.

4. Tailored integration: that is what make Miuros our choice: it is a product, adapting to our needs (and not us adapting to Miuros capabilities)

5. Personal and responsive support. Nothing can beat this one.

6. Ease of usage: easy to implement, very intuitive workflows. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

1. Lack of blind calibration and gauge score: being a standard QA practice, the lack of this option costs a lot of time to recreate it via different workarounds

2. More functionalities/options in Agent space

Overall, features in the roadmap. There is a lot of room to improve them. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

1. Random, unbiased selection of interactions to review (no cherry picking or other suspicion)

2. Easy workflow for the QA team (saving time on review completion/ overall handling time)

3. Visibility on progress & stats to QA manager (no need to micromanage the progress of reviewers, nor to track handling time)

4. Empowering agents (dispute options mostly)

5. Ease of sharing with other related teams (presets, dashboards), which reduces the delay in communication Review collected by and hosted on G2.com.

Reniel A.
RA
Systems coordinator - Admin
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Dixa?

Dixa shows everything on just a single page. That means the settings, the conversations, the dashboard, and analytics are accessible in just one click. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

Reports are limited and it needs to have another integration where customers might have a limited access to it unless it will be shared with someone with access to it. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

Most of the customer service issues we are encountering can be handled in Dixa. That includes technical issues, order issues, and many more. Given that, with Dixa, we can easily tag those issues that help us easily check conversations and concern at a specific category. Review collected by and hosted on G2.com.

Thomas P.
TP
Service developer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

Our agents use this system daily, all day, so it is very important to us that it is user friendly, and they deliver. Among other things that we can have phone, e-mail, chat and more all in the same system. Statistics is easily accessible both agents for their own and administrator's needing to look at the group or individuals. The system doesn't require IT expertise, and if you do need help, their support is available by chat and you rarely have to wait even a minute for them to get in touch.

For the agent experience, I especially like how the agent doesn't have to switch around any when switching between phone, email and chat, it's all just feeded into the one surface in the system. You also have easily accessible communication history across all channels when a customer gets in contact with you again.

More recently, they have also started implementing numerous smart AI features, such as spell and grammar checks, language translation, email and chat summary and more, with much more coming up.

The system is also easy to integrate with other systems, as we in very little time could through use of their documentation connect Dixa to other systems.

To us, Dixa has turned around a lot of pains and itches that we had with previous providers. We've gotten more insights into the daily work of our agents, what they struggle with and what they do well. We also measure customer satisfaction (CSAT) in all channels, and can easily filter the satisfaction based on different factors, such as channels, categories, customer groups, agent groups, time periods and more.

Dixa also has a customer self-service platform that we use, which we present on our webpage to help customers with common questions, leaving feedback and getting in contact with us. It is easy to configure and allows for the same articles to be written in several languages, allowing customers to easily switch between in our case Swedish and English depending on needs. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

Very, very few things can be disliked about Dixa. One of perhaps two that I can think of would be the same thing that is an advantage: User friendliness. Part of my job as a Service Developer is to study statistics, and the interface is more built towards people that doesn't want to go into super depth about the statistics. It stills shows a lot of data with a lot of filters, but I'm used to systems where everything is available and through coding or other somewhat more advanced functions, get pretty much any data I want out of it.

Dixa also unfortunately doesn't have their audio recordings of calls in stereo, but mono. This makes for a more difficult communication between speech-to-text systems and Dixa, since they can't separate customer from agent on who is talking. They have however informed me that they want to switch over to stereo.

Two things that doesn't really impact the experience much for most people, and that I can work around somewhat alright, but if I had to mention something, that's what I can think of. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

Our customers need to be able to get in contact with us. Dixa does this flawlessly, allowing us to use a single system for telephony, email and chatting. Dixa also makes it easy to put up an FAQ (customer self-servce) on our website and administrate it, also without much technical knowhow. It gives insights into what the customer has been able to solve on their own and not, and even gives spontaneous suggestions based on certain trends on the site. Review collected by and hosted on G2.com.

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

I am so impressed with Dixa's own analytics. Coming from a platform that offered us minimal analytical tools (we had to use a third party system for our data analytics), it was a very pleasant surprise to see that we now have most things we need in terms of analysing our data and interaction pattern with the customers in one place.

Coming from a system that does not offer a built in phone service, we have now experienced how convenient it is to be able to have all channels of communication in one system. This gives a great overview of how many times and in what ways a customer has already been in contact with us.

Dixa is a smart system that makes the processes and communication with customers extremely easy. Review collected by and hosted on G2.com.

What do you dislike about Dixa?

I wish that Custom Attributes, such as Contact Reason, could be analysed a little bit better.

It would also be nice to be able to merge several tickets into one.

Setting up the different flows was at times challenging and time consuming. But once they were set up, it was all worth it. Working in the flows at times slowed down the computer immensely.

I know that setting up the different chats has been at times challenging and time consuming for our tech team.

The phone sometimes also poses challenges with several second delays when answering and also during a conversation with the customer. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

Solving customers' requests in a time efficient and holistic way. Review collected by and hosted on G2.com.

Edgar H.
EH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Dixa?

I really like how everything is well segmentated into channels for customers to reach out to us, also the monitoring features that this channels offer contribute to a great management of the tool. Dixa's customer support is also amazing! Review collected by and hosted on G2.com.

What do you dislike about Dixa?

I think the Elevio management can improve many things to make it more atractive to use. Also the flows within Dixa offer features that have still a lot of potential for improvement, making the limitations of flow features still primitive. Review collected by and hosted on G2.com.

What problems is Dixa solving and how is that benefiting you?

Dixa has given us the necessary tools to create our support infrastructure, this enabled us to have a base from which to embrace a more diligent work with our labor force Review collected by and hosted on G2.com.