Dixa Reviews & Product Details

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.