Video Reviews
Kasper's review of Dixa
Could not be happier to have switched over to Dixa
388 Dixa Reviews
Overall Review Sentiment for Dixa
Log in to view review sentiment.
There are lots of quick guides, live chat support for agents and admins. The simplicity of the front-end interface means that there's little to get in the way of you and the customer. The conversations overviews and previews are also really clear so it's easy as a team leader to triage and transfer conversations with one click. Review collected by and hosted on G2.com.
Analytics is still in early development and this is a key requirement for us but we're working with the team to help them build metrics that work for our business! In the meantime, there are out of the box solutions but they're still in the early stages of development. A small price to pay for such great front-end efficiency. Review collected by and hosted on G2.com.
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.
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.
- Managing all touch points from all channels in one place
- No cherry-picking which is a huge time saver for us
- Great overview of previous conversations which customers which makes it easier for us to be personal and to the point Review collected by and hosted on G2.com.
CSAT and feedback from customers but I know that is coming around the corner (this year).
I'm also looking forward to be able to route conversations to agents / queues depending on data from other systems. We have signed up for the beta and we're looking forward to test soon :) Review collected by and hosted on G2.com.
I like that you can create your own flows/queues for a lot of scenarios with personal messages so that customers get notified and receive information on the process and you do not leave them hanging without information. Review collected by and hosted on G2.com.
Still, a lot of small pitfalls that distract in daily business like sound settings change when changing to another queue, messages delete without obvious reason, the drop menu for adding documents just opens.
In general, the development of a spam filter that lets you add emails to a spam folder in an easier manner would be helpful as most messages are spam messages. The analytics section needs further information and details. The option for having two conversations open next to each other so you can work on them simultaneously. If a customer writes several emails they cannot be merged. Dixa changes the status to fast to "away" The system should detect that you are actually working on something. DIxa is not about picking and choosing own conversations but sometimes this is necessary and at the moment it is not a nice process. Review collected by and hosted on G2.com.
- Statistics about response time
- Sending emails directly from DIxa
- Layout
- Queues Review collected by and hosted on G2.com.
A lot of overhead text in the emails, which makes it harder to find reply's. Review collected by and hosted on G2.com.
All messages, chats, calls etc. is in dixa.
It allows for multible people using it at the same time. Review collected by and hosted on G2.com.
You cannot redact images nor text.
When you save an image, do not change the name, unless you add .jpg Review collected by and hosted on G2.com.
It's really nice that we get assigned emails, chats, phone calls ect So that everyone has the chance to do a good job. Review collected by and hosted on G2.com.
That you don't have your own emails assigned to you and that you can't find them yourself, but that others get them assigned. Review collected by and hosted on G2.com.
Easy to operate. Good monitoring. Quick help Review collected by and hosted on G2.com.
Seems it should be easier to pull info from the simple agents. And easier to see the reviews coming from the customers Review collected by and hosted on G2.com.
Auto-categorization, template-recommendation, template-performance, quality reviewing; everything works simple and intuitive. Review collected by and hosted on G2.com.
Fast and easy to implement and adopt and overall it really helps cutting handling times and first reply times. Review collected by and hosted on G2.com.
That everything is in one place and that it is easy to trace back conversations, chats and so on. It is easy to keep track of the individual customer as it traces back to the given employee who then can follow up and give the best possible service, as the customer does not have to go through multiple employees who might now be aware of the certain situation. Review collected by and hosted on G2.com.
That some functions that would make it easier to navigate or answer faster is not applicable (yet). However, contact was made with Dixa and they were made aware of how it could be better. Review collected by and hosted on G2.com.
