# Dixa Reviews **Vendor:** Dixa **Category:** [Conversational Support Software](https://www.g2.com/categories/conversational-support) **Average Rating:** 4.2/5.0 **Total Reviews:** 391 ## About 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 Pros & Cons **What users like:** - Users appreciate the **ease of use** in Dixa, enjoying its friendly interface and quick access to features. (30 reviews) - Users appreciate the **helpful customer support** of Dixa, noting their fast and effective assistance with inquiries. (24 reviews) - Users value the **exemplary customer support** from Dixa, appreciating its prompt and accessible assistance whenever needed. (22 reviews) - Users praise Dixa for its **intuitive design** , making customer support effortless and requiring minimal training for teams. (21 reviews) - Users value the **high efficiency** of Dixa, benefiting from streamlined communication and improved customer service responsiveness. (19 reviews) - Users appreciate the **user-friendly features** of Dixa, facilitating seamless communication and efficient agent workflows. (19 reviews) - User Interface (16 reviews) - Easy Setup (12 reviews) - Customization (11 reviews) - Easy Integrations (11 reviews) **What users dislike:** - Users criticize the **missing features** in Dixa, noting significant limitations in customization and navigation. (19 reviews) - Users find Dixa **lacking in features** that hinder customization and efficiency in their workflow and analytics. (13 reviews) - Users experience a **lack of features** in Dixa, desiring improved customization and analytics options for efficiency. (12 reviews) - Users experience **chat functionality issues** that disrupt workflows and complicate customer interactions, leading to frustration. (8 reviews) - Users find a **lack of clarity** in Dixa's analytics options and searching capabilities, limiting detailed data analysis. (8 reviews) - Users find Dixa's **limited functionality** frustrating, particularly with system reliability and lack of essential features. (7 reviews) - App Functionality (6 reviews) - Chat Management (6 reviews) - Complexity (6 reviews) - Inaccuracy (6 reviews) ## Dixa Reviews ### 1. Streamlined omnichannel support with room to grow **Rating:** 4.0/5.0 stars **Reviewed by:** Rodrigo M. | CX Specialist Hosting and Infrastructure, Market Research, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about Dixa?** Dixa’s unified interface makes it easy to manage phone, email, and chat from a single window, reducing the need to switch between tools. The skill‑based routing and queue management help ensure customers are connected to the right agent quickly. Its clean, intuitive design shortens onboarding time for new team members, and the customer support team is generally responsive and helpful. **What do you dislike about Dixa?** Some advanced features feel limited compared to competitors — for example, automation options and analytics depth could be expanded. Language support is still restricted, which can be a challenge for multilingual teams. There have also been occasional reliability issues during peak hours, and integration with certain third‑party apps requires more manual work than expected. **What problems is Dixa solving and how is that benefiting you?** Conversational Support (Primary) AI Agents for Business Operations Live Chat Knowledge Base Help Desk Customer Self‑Service Digital Customer Service Platforms AI Customer Support Agents Contact Center Contact Center Quality Assurance Contact Center Workforce ### 2. Fantastic software, onboarding, customer service and overall experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Sofie G. | Service Improvement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Dixa?** We use Dixa daily for our everyday customer support and it has made life so much easier for both our team, and our end users. The Dixa platform is super user friendly and intuitive to use. Every team member that we have introduced to it has found it incredibly easy to navigate and there is minimal training required. The onboarding/implementation process was a breeze. We felt really supported by a knowledgeable, friendly and responsive team and integrating the platform into our processes was so easy. Aside from this, the Dixa product team are consistently developing new features that are genuinely ALL super helpful, and clearly in relation to some feedback from a platform user. We LOVE Dixa! **What do you dislike about Dixa?** It makes us so efficient, we have far more time to fill with other tasks 🤪 **What problems is Dixa solving and how is that benefiting you?** Dixa has brought all of our communication platforms into one place, allowing for better consistency and transparency across the board. Productivity has increased amongst our team members and we are also seeing more end users access self-service support to receive answers to their queries quicker. As an Admin, I also have a far greater oversight of our performance, both as a service and as a team. ### 3. Terms of contract is outdated for a software company in 2025 **Rating:** 1.0/5.0 stars **Reviewed by:** Jeppe K. | Kundeservicechef / Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2025 **What do you like best about Dixa?** The software operates reliably and provides a user-friendly interface that is straightforward to navigate. The consolidation of all communication channels into a single platform has notably improved efficiency for customer service representatives. Furthermore, the support provided by Dixa has been exemplary, with prompt and accessible assistance readily available when required. **What do you dislike about Dixa?** A software company operating in 2025 that enforces a one-year contract commitment, along with a three-month notice period for termination, appears to be adhering to an outdated business model. Similarly, the requirement to pay for a minimum of six agent licenses—regardless of actual usage—lacks flexibility and poses a challenge for businesses like ours that experience significant seasonal fluctuations. Additionally, the pricing structure for telephony services is no longer in line with current market standards. Charging per minute for incoming calls is, in our view, a dated practice that has largely been replaced by predictable, flat-rate pricing models. **What problems is Dixa solving and how is that benefiting you?** The unified platform has streamlined our communication and saved us considerable time. ### 4. It's difficult to envision a future where Dixa isn't a core part of my CX philosophy. **Rating:** 4.5/5.0 stars **Reviewed by:** Bailey A. | Head Of Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2025 **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. **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! **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. ### 5. Very powerful and efficient customer success platform with almost no flaws **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2024 **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! **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. **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. ### 6. Billing is an ABSOLUTE horror **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Food Production | Small-Business (50 or fewer emp.) **Reviewed Date:** September 03, 2024 **What do you like best about Dixa?** The software itself works as its described. **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. **What problems is Dixa solving and how is that benefiting you?** Dixa is a helpdesk tool **Official Response from Gretta Fitzpatrick:** > 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 ### 7. A great package with more to come **Rating:** 5.0/5.0 stars **Reviewed by:** Marcus H. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2024 **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. **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. **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. ### 8. Not a very good experience **Rating:** 0.5/5.0 stars **Reviewed by:** Hannibal T. | Head of Product, Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2024 **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 **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. **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 ### 9. Miuros: Tailored QA solution **Rating:** 5.0/5.0 stars **Reviewed by:** Boryana B. | QA Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2024 **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. **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. **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 ### 10. Dixa | Uncomplicated Support tool **Rating:** 4.0/5.0 stars **Reviewed by:** Reniel A. | Systems coordinator - Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2024 **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. **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. **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. ## Dixa Discussions - [In which countries are phone numbers available?](https://www.g2.com/discussions/phone-95ee9ab3-5371-467d-9291-4116e53baa5a) - 1 comment, 1 upvote - [Do I need any hardware or softphones?](https://www.g2.com/discussions/phone-68f1fb7f-61d9-405d-86d2-665512202e67) - 1 comment, 1 upvote - [Can I keep my existing number?](https://www.g2.com/discussions/phone-0ab47a8f-1796-40b8-8c5c-818bd60f8f96) - 1 comment, 1 upvote - [Which payment methods do you accept?](https://www.g2.com/discussions/payment-e56966a1-f8da-47ec-8a01-891d7168a1c0) - 1 comment, 1 upvote - [View Dixa pricing details and edition comparison](https://www.g2.com/products/dixa/reviews/dixa-review-2966835?section=pricing&secure%5Bexpires_at%5D=2026-05-17+07%3A55%3A19+-0500&secure%5Bsession_id%5D=00b8d00b-84e4-4fa6-a5fa-233355cddaea&secure%5Btoken%5D=e8c676d0b5c71ba05fd005b76471fe016ee85baf9960a456e6416e7b66f881b6&format=llm_user) ## Dixa Integrations - [Jira](https://www.g2.com/products/jira/reviews) - [Klaviyo](https://www.g2.com/products/klaviyo/reviews) - [PrestaShop](https://www.g2.com/products/prestashop/reviews) ## Dixa Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Quality Assurance** - Evaluation - Calibration - Reports **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Workforce Management** - Agent Availability **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - In-App Messaging **Knowledge Base** - Q & A - Link Sharing - Searchable **Engagement** - Feedback - Dashboards - Training **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Platform** - Conversation Editor - Human-In-The-Loop **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding ** Internal Use** - Customization - Knowledge Base **Security** - Verification - Role-Based Permission - Public vs Private **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Communication** - Social Features - Tagging - Upload - Comments **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Dixa Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (525 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews)