--- title: Dixa Reviews meta_title: 'Dixa Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 391 reviews by the users' company size, role or industry to find out how Dixa works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 391 scale: '5' date_modified: '2026-06-30' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # 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 find Dixa's **ease of use** impressive, highlighting its intuitive interface and customizable search features. (30 reviews) - Users appreciate the **user-friendly interface** of Dixa, finding it intuitive and efficient for managing customer interactions. (24 reviews) - Users value the **responsive customer support** of Dixa, ensuring a smooth experience across all contact channels. (21 reviews) - Users find Dixa to be **intuitive and user-friendly** , enhancing their experience with smooth multi-channel interactions. (21 reviews) - Users find Dixa's **efficiency** impressive, streamlining communication and enhancing customer service while saving valuable time. (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 express concerns over **missing features** like limited automation, analytics, and insufficient language support, affecting usability. (18 reviews) - Users note the **limited features** of Dixa, particularly in automation and analytics compared to competitors. (13 reviews) - Users are frustrated with the **limited features** of Dixa, particularly in automation, analytics, and language support. (12 reviews) - Users frequently face **chat functionality issues** with Dixa, including glitches and limitations that disrupt their experience. (8 reviews) - Users note a **lack of clarity** in Dixa's analytics, making it difficult to extract valuable insights efficiently. (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. Good tool - bad implementation **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Translation and Localization | Small-Business (50 or fewer emp.) **Reviewed Date:** December 17, 2020 **What do you like best about Dixa?** Dixa feels a bit "undercooked". While it functions as an all-in-one communication systems quite well, it's sorely dependent on your setting up of it's various flows and what kind of implementation you need. For our company's set up - it doesn't fit and that's a costly lesson for us, but I can easily see Dixa's toolset working beautifully in a call center environment - where each agent is interchangeable and can easily take each other's task. **What do you dislike about Dixa?** It's disruptive. It immediately assaults your senses whenever a new notification, email or call pops-up - stopping you immediately on what you're doing. **Recommendations to others considering Dixa:** Really really take the time to ensure that you Dixa 100% fits your needs as it is not very flexible. **What problems is Dixa solving and how is that benefiting you?** We needed a system where we can easily cover all markets and ensure that nothing slips to the cracks, unfortunately - it's too effective at making sure you get that new email/chat/call - outright stealing your productivity and forcing you to pay attention to it. ### 2. Dixa has a very easy-to-use and user-friendly interface **Rating:** 4.0/5.0 stars **Reviewed by:** Melinda M. | Jefe de recursos humanos, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2020 **What do you like best about Dixa?** Dixa We have been using Dixa for about 2 years and so far it has reached our expectations when implementing it in the company since dixa has everything in one place, now everything is organized since dixa has many functions (telephone, group video chat and even Facebook Messenger) its interface is very friendly since it is very easy to use and even our older employees who do not know much about computer science, the transition to Dixa has been very easy, we also liked the notification system that they implement, they make you can respond When the client contacts you without delay, the dixa technical support is also friendly and at your entire disposal, they provide 24/7 technical support which makes all problems are solved almost immediately **What do you dislike about Dixa?** In all this time we have only had one problem since sometimes certain clients could not attach files or they could not review the attachments that were sent to them but we had a chat with technical support and they managed to solve it so yes it was not a very big problem that we had with the software **What problems is Dixa solving and how is that benefiting you?** Dixa has helped us so that all the information of our clients and their correspondence is now organized and answered much more quickly and efficiently we are undoubtedly more organized and has helped us to face daily activities more quickly ### 3. Obtain a greater flow of customer service for your company. **Rating:** 4.5/5.0 stars **Reviewed by:** Sam J. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2020 **What do you like best about Dixa?** It contains a remote access to the central platform, being a quite pleasant and comfortable option when using it, allowing me to enter in a simple and easy way, automatically including the assistance it offers regarding the inconveniences presented, offering very alternative solutions. Considerable and guaranteeing a fast service, which is one of the terms by which I really like Dixa, underlining its live chat function to clarify various questions from customers towards our platform, which makes it incredible. **What do you dislike about Dixa?** It does not present functionalities that are often used in its design, which makes it a non-complex application, when it refers to the indeterminable option of different ways of communication, one of these services not available is video chat, which would be useful to interact with potential clients offering higher quality support, or web conferences to attract high-end companies for more accommodation from different companies, this makes Dixa a software with few functions for better performance. **Recommendations to others considering Dixa:** If you are looking for a service that allows you to satiate the problems presented to your customers on a daily basis in a fast and massive way, including phone calls, emails, live chats based mainly on real-time, that offers intelligent call routing based on skills and other agent management tools, because Dixa is the best solution for your company, offering an excellent, effective and easy service. **What problems is Dixa solving and how is that benefiting you?** Dixa is used with fundamental principles in our organization for its personal customer service function, based on the cloud to perform conversions in real time, frequently used thanks to its simplicity and ease of design, this software allows us to attend to the clientele of my company, through different means of communication such as by phone, email and chat from a live screen to serve our powerful individuals in a way considered speedy. ### 4. Could not be happier to have switched over to Dixa **Rating:** 5.0/5.0 stars **Reviewed by:** Cornelia B. | Head of CX, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** Collecting all our support channels in one place has been a total game-changer, as it is key for us to be able to offer stellar customer experiences. Also setting up queues and prioritizations has made us much more productive and efficient at handling incoming conversations. **What do you dislike about Dixa?** Would be nice to be able to see amount of touchpoints it takes to resolve a case in the Analytics. **Recommendations to others considering Dixa:** Give it a go! You'll be delighted by the ease of setup and powerful customization tools put into your hands. **What problems is Dixa solving and how is that benefiting you?** Having a omni-channel overview of our customers and being able to offer them quick, efficient and delightful service experience, because our agents have a full picture of the customer's purchase and conversation history. **Official Response from Trisha Patel:** > Hi Cornelia, Having everything in once place is a massive benefit, I’m glad you and your agents enjoy that too! Touchpoints - yes for sure! Our team are continuously developing analytics and we will be releasing some new metrics too! Keep an eye out on the gift icon on the top right corner for updates :) Thanks so much for sharing your experience - If you need anything else just let us know: https://dixa.com/contact ### 5. Digital Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2021 **What do you like best about Dixa?** Different possibilties of interaction, and connection to other enterprise system possibility **What do you dislike about Dixa?** The reporting of the figures could be improved **What problems is Dixa solving and how is that benefiting you?** General inquiry communication from customers were improved by having less emails and phonecalls for general questions ### 6. A move in the right way! **Rating:** 4.5/5.0 stars **Reviewed by:** Barbara A. | Studentermedhjælper, Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2020 **What do you like best about Dixa?** What I like this best is that DIXA is a new tech firm, which means that it isn't built on an old rigid foundation. It seems like its more agile and open-minded for new ideas. Constant developing new features, which make working in DIXA more fun, both if you're a tech nerd like me or just a 'regular' customer service agent. **What do you dislike about Dixa?** Since it's not totally tailored to our needs, there would be some features missing and some that are irrelevant for our customer service there at CFC. That is the hard thing designing a software solution, that fits every customer service at any firm. Especially ours is a bit different, so I think that they got an exciting and somewhat challenging task with us. **What problems is Dixa solving and how is that benefiting you?** We haven't worked that long in DIXA yet, to actually see the benefits and see the numbers improving. But we do have a lot more insight, especially after we came on the beta release of their analysis feature. I think the keywords of the implementation of DIXA are: Efficiency, Effective, Timesaving, Insight, No cherrypicking and without taking any autonomy out of the task for our employees and lastly, give our customers a better experience. ### 7. The right address for automated customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Dixa?** - onboarding - solvemate team - customer-centered functions **What do you dislike about Dixa?** Initial setup of the bot and maintenance is not to be underestimated. **What problems is Dixa solving and how is that benefiting you?** Reduction of customer request - partial automation of responses. ### 8. Great support in setting up the bot so quickly. **Rating:** 4.0/5.0 stars **Reviewed by:** Verena S. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Dixa?** - Customer Success Manager - Reactivity of the team - Quality of the deliverables - Friendly team **What do you dislike about Dixa?** I don't really have anything to say here. **What problems is Dixa solving and how is that benefiting you?** Cases Reduction & Faster Responses for Customers ### 9. A complete and perfect structured communication system. **Rating:** 4.0/5.0 stars **Reviewed by:** Gibson O. | Information Technology Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Dixa?** Customer conversations are translated in real time. It's amazing. The truth is, if I didn't know Dixa had that feature, I wouldn't suspect I was reading something translated. That way we can communicate much better, no matter what the language. The list of orders and the history of conversations are accessible so that we can give personalized attention to the client. I think it's a good idea because anyone can provide effective attention. It has integration with real time chat and email. This makes it easier and more comfortable for the customer to communicate with us. We simply respond. **What do you dislike about Dixa?** There are times when the translator of conversations behaves strangely: he does not always translate well. It happens rarely, but it is disconcerting. I've only had that problem 3 or 4 times. The rest of the software makes me very happy. **Recommendations to others considering Dixa:** Dixa is so efficient and fulfills its objective so well that it seems to me an essential software for any company that has customer service. I highly recommend its implementation to make previously complicated tasks easy. **What problems is Dixa solving and how is that benefiting you?** In our company, the customer service staff consists of 4 people who speak 3 languages. Sometimes that wasn't enough and we didn't know how to respond to non-English speaking customers. It was very frustrating because we would ask them to communicate in English and some would not want to and would leave without being attended to. Those who accepted this condition often used translators who did not work very well. Those who had a basic understanding of English were often unable to express themselves accurately. With Dixa, the language barrier was over. Now it doesn't matter who attends to the client, because we always understand him. ### 10. Innovative technology to optimise the customer journey! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2021 **What do you like best about Dixa?** Technology and support of Solvemate. Fruitful exchanges for an optimisation of client experience **What do you dislike about Dixa?** Nothing. We get a perfect support and hopefully this will last for the future! **What problems is Dixa solving and how is that benefiting you?** Remote client journey ### 11. Many options in an intuitive interface **Rating:** 5.0/5.0 stars **Reviewed by:** Max R. | Founder, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2018 **What do you like best about Dixa?** 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. **What do you dislike about Dixa?** 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. **Recommendations to others considering Dixa:** 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. **What problems is Dixa solving and how is that benefiting you?** Being able to do customer service for 122 webshops spread over 10 countries, in one tool. **Official Response from Trisha Patel:** > 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! ### 12. Timesaving helpdesk system **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin B. | E-commerce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2019 **What do you like best about Dixa?** It is now much easier for us to handle customer service. All our inbound calls, emails, chat and facebook messages are now being directed to the right employee. **What do you dislike about Dixa?** In the start we had some troubles with the phone calls only gave sound in the headset. But the integration with Kuando Busylight solved that perfectly , so now we can hear and see if the phone is calling. For a plus we can also see from the light if the employee in the office is available or busy in a call. **Recommendations to others considering Dixa:** It is a huge decision to get a new helpdesk system. But just try to get a demo, it is a very easy system to use and setup. Don't limit yourself if there is function that is missing: Dixa is developing new function all the time and they listen to their customers wishes. **What problems is Dixa solving and how is that benefiting you?** Now we don't need to use our time on several platforms for handling our inbound customer services. And for a bonus we can more easily track our main problems in the customer service with the tag- and analytic part. **Official Response from Trisha Patel:** > Hi Benjamin, Thanks for taking the time to leave a review for us, its really appreciated! It’s also great to hear how things have become easier for you. The Kuando busylight is pretty awesome especially when you have a large team. As you mentioned we are always looking to improve and what to hear feedback from you, if there’s anything you feel is missing or that you would like to see please do let us know! https://dixa.com/contact Thank you again! ### 13. Great way of organizing communication with users and customers **Rating:** 5.0/5.0 stars **Reviewed by:** Mia G. | Assistant Content Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** Dixa gathers and sorts all incoming messages, so it makes communication with many users and customers easy and smooth. There are many great features - e.g. the possibility to sort large amounts of messages from different channels in queues defined by key words; transfer messages between agents; make templates for replies; and track conversation, so it is possible to get a quick overview of conversations with the same customer. **What do you dislike about Dixa?** The visual representation can be a bit confusing compared to the original messages, but it doesn't take that long to get used to. There is also a challenge in making sure messages arrive with the right agent / queue - but the challenge is usually not with Dixa. In stead it is making It clear for the customers where to direct their questions. **Recommendations to others considering Dixa:** If you have several channels that you can be reached through, Dixa is a great way to gather them in one place, where all your relevant employees can access and answer the messages. It is easy to track, transfer and follow up - and the possibility to write template is a great way to save time especially in high intensity periods. **What problems is Dixa solving and how is that benefiting you?** Managing large amounts of messages and making a nice structure for replies. Making it easy for several agents to work in the same inboxes - because messages are no longer linked to one specific email address but end up in queues according to the content of the message. **Official Response from Trisha Patel:** > Hi Mia, Thank you for taking the time to share your experience with us! You should also check out the preferred agent and personal offers feature which may help re-route requests to the correct people: https://support.dixa.help/en/articles/165-preferred-agents-personal-offers If you have some time we can also talk through your work flow to ensure that requests are being routed into the correct place, feel free to email your details and availability over to friends@dixa.com and I’ll be able to pick it up :) Thanks again Mia! ### 14. Great customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel N. | System Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2019 **What do you like best about Dixa?** Customer service are always quick to reply, helpful and take criticism and feedback in a friendly and professional manner.They have a separate site for feedback and suggestions to easily organize what to prioritize for functions that their customers want. **What do you dislike about Dixa?** Some functions can take a while to develope, even if they can seem like easy tasks to create. The first few weeks was very daunting and chaotic. It felt like it was an uphill battle at every corner. The system has changed for the better and our usage experience with it, but most of our customer service personal was very anti using the new system in the beginning so it was a real challenge to keep at it. **Recommendations to others considering Dixa:** Dixa is a small company that does most things right. They aren't perfect, but it's clear they are working hard on developing their tool with the customers in focus and listening to feedback on what is important for every day usage. **What problems is Dixa solving and how is that benefiting you?** Having a constantly growing customer service team of 4 different languages, Dixa has really helped us organize the work flow. While it took a bit to get accustomed to compared to "our old ways", I couldn't imagine ever going back. The best part is having a way of letting the developers know what you want and need and actually have it worked on without having to spend in house resources on it. **Official Response from Trisha Patel:** > Hi Daniel, Thank you so so much for your review, it is super kind <3 Feedback is something that is really important to us so if you have some more to share please do let us know, especially around those features you need - you never know we may be working on them already ;) I'm also really glad to to see that you couldn't imagine ever going back! That is fantastic feedback! If you need anything at all were always available: https://dixa.com/contact Thanks again for taking the time to review us :) ### 15. A customer service platform which constantly renews itself and makes better **Rating:** 5.0/5.0 stars **Reviewed by:** Guxi Maria A. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2020 **What do you like best about Dixa?** I love the best that my needs are heard instantly. If we need new features the requests is being processed. I also like that I have a fast overview of mail load. **What do you dislike about Dixa?** It is annoying that I have to write something long in this field, when I don't have further to say. **Recommendations to others considering Dixa:** it works **What problems is Dixa solving and how is that benefiting you?** I have used the chat many times and always received an instant answer. The benefit is that my request is solved within a few minute. In this way Dixa does exactly for me, as a customer, what I wish to do for my customers. **Official Response from Trisha Patel:** > Hi There, Thanks for taking the time to leave us a review! Feedback is something that is really important to us and we definitely want to be hearing your voice, so please do keep sharing your ideas! If you need anything at all feel free to reach out to us at any time, we’ll be more than happy to help :) https://dixa.com/contact Thanks again! ### 16. Every customer service team needs Miuros **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Printing | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2020 **Describe the project or task Dixa helped with:** Build better customer experiences is the most important thing for our team. Automate steps of the quality review process (develop several forms, reporting, etc). Now, we have all our data in one place and accessible for everyone in the team. **What do you like best about Dixa?** The best thing about Miuros is that it rolls automation, analytics and Quality Assurance all in one- it's great to just deal with one provider for all of our customer service needs. AND We love what Review has done for our QA team. We can automate many steps of the quality review process and have more time to coach our team. It really is helping us build better customer experiences. **What do you dislike about Dixa?** There are sometimes very small technical issues but the Miuros team are very responsive and have been a great help whenever we have needed them. Thanks guys! **What problems is Dixa solving and how is that benefiting you?** One of the big benefits of Miuros is their Did You Know dashboard that provides key insights. You can make discoveries that you're not necessarily looking for thanks to these easy to digest nuggets of information. AND It's so important that we have all our data in one place and accessible for everyone in the team. We don't need data scientists when we have Miuros. ### 17. Miuros Creates Faster and More Efficient Agents, While Providing Impactful Insights for Managers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2020 **Describe the project or task Dixa helped with:** We initially signed with Miuros Assist to utilize their quick macro selection. The implementation was completed within a week and the AI feature learned our content quickly and was accurately providing suggestions right away. We very quickly saw results from our agent with a reduction in handle time, increased output, and more accurate responses. The team at Miuros is amazing and they helped us to discover other key features of the program. The Insights feature allowed us to examine our macros use and enabled us to identify areas of high and low satisfaction. Making adjustments allowed overall customer satisfaction scores to increase. The Agent Insights report quickly became a staple of our weekly team reports. The report shows an apples to apples comparison for each agent and compares them to the team benchmarks. The automated report allowed team members to get a weekly snapshot of their performance. **What do you like best about Dixa?** My favorite features of Miuros are the quick macro assist, the agent reports, and the suggested KPI trends to look at. **What do you dislike about Dixa?** Anytime we ran into an issue the team was happy to work with us to customize what we needed. I can't say there were any specific areas that we disliked that couldn't be customized. **Recommendations to others considering Dixa:** Great Team, fast setup, amazing agent and CSAT results **What problems is Dixa solving and how is that benefiting you?** Miuros was extremely helpful to us during our peak season. It allowed us to handle more contact with less agents and maintain a high satisfaction rate. The tool is a favorite of our agents. ### 18. Amazing tool! Really effective and easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Trine S. | Podcaster & Publisher Relations manager , Non-Profit Organization Management, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** Dixa makes customer service easy and effective and helps build good relationships with users. Dixa provides customer service on phone, chat, email and messaging and thats what we need:-D **What do you dislike about Dixa?** Nothing really. For now it works perfectly. **Recommendations to others considering Dixa:** Get started! It's amazing :-) **What problems is Dixa solving and how is that benefiting you?** It makes it easier to help users quickly and effectively. The auto- and quick response features are very helpful when you have to answer the same questions to a lot of users. The follow-up feature is very helpful as well. I was at first a little skeptical about the tool, but i really like that you are served one mail at a time and don't get overwhelmed by a bunch of e-mails in the inbox. **Official Response from Trisha Patel:** > Hey Trine, Such great feedback thank you so much! I’m really pleased to learn that things are going so well for you and your team <3 It’s also so natural to be sceptical about a new tool - I would be too ;) but I’m glad you see how its helped and how its made your team be more efficient. Great stuff!! If you need anything else, feel free to reach out to us at anytime: https://dixa.com/contact Thanks again :) ### 19. Hands down best customer service software **Rating:** 5.0/5.0 stars **Reviewed by:** Lars L. | Co-Owner, Consumer Electronics, Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2019 **What do you like best about Dixa?** What not to like - every feature we ever wanted and a few we never thought of are to be found in this amazing tool-set. We are very happy also that we could integrate and prioritize our phone, email & chat. We use DIXA for all our contact points and we operate in multiple markets and DIXA helped us make sure all markets integrated nicely. **What do you dislike about Dixa?** Nothing - Dixa is flexible & agile on ANY feedback we have provided. We had a few problems with email-attachments in the beginning and DIXA managed to fix the issue. Looking forward to ZAPIER integration - once that is done we can do a lot of automation which would be highly appreciated. **Recommendations to others considering Dixa:** Make the switch if you want you team to be focused and effortlessly follow the agreed priorities. **What problems is Dixa solving and how is that benefiting you?** Priority & focus is built into the structure of DIXA which enables our team to work much more effeciently and get more done in shorter time with less effort. Also the integration with various platforms DIXA is a dream to work with! **Official Response from Trisha Patel:** > Hi Lars, This is amazing feedback, thank you so much! I’m really glad to hear that you’re having a great time using Dixa Feedback is super key for us so if there’s anything you feel is missing or should be changed we would love to hear about it. Thank you again for taking the time provide some feedback for us, we really appreciate it :) ### 20. Great customerservice and easy to understand website **Rating:** 5.0/5.0 stars **Reviewed by:** Ida W. | Kundeservice, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** The fact that everything just flows and you do not have to open all mails individually. I also like all the features and stuff you can conect to the dixa app, which makes work so much easier **What do you dislike about Dixa?** The fact that you need to update the app manually if there is a new big update **Recommendations to others considering Dixa:** If you are in search for a way to improve you customer service dixa is the right way to go! I can see on the reports that dixa offer in the mail system, that we have answered so many more emails and chats since switching to dixa and our over all customer satisfaction has also improved **What problems is Dixa solving and how is that benefiting you?** It makes everything go suck much faster and we can help a lot more customers then at our prior emailsite.The fact that it offers email, chat and phone at the same time gives us the possibility to help so many more. We also love how you can make you're own templates and quick responses, which also makes work a lot faster. ### 21. Makes customer service easy and accessible **Rating:** 5.0/5.0 stars **Reviewed by:** Marie A. | Social Media Coordinator and Community Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** That I can be served a limited number of emails at a time and that the queue function is easy to use. Quick Responses makes it easy to reply quickly and efficiently to our users. It is easy to edit/add tags and to make changes to Quick Responses when needed. **What do you dislike about Dixa?** The draft function could be easier to access and I could use an improved autosave function for example. Could be nice for "tag" function to be closer to "send" button for more prompting to use it. When Making a quick response, would be great if you automatically can add the "requester firstname" code by pressins it. **Recommendations to others considering Dixa:** Make good use of Quick Responses and evaluate them on a consistent basis. Use tag feature consistently. **What problems is Dixa solving and how is that benefiting you?** It makes it easy to efficiently respond to our users and help them. It makes it easy to communicate internally in our organization about the amount of inbound communication + what inbound communication is regarding. **Official Response from Trisha Patel:** > Hi Marie This is some great feedback, thank you so much! If you have some time I would love to hear some more about the feature requests you do have, it sounds like a lot can help agent efficiency. If you have some time, feel free to email friends@dixa.com with your details and availability and I’ll pick it up :) Thanks again for taking the time to leave us a review :) ### 22. An easy to use tool that scales **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas S. | CCO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** Dixa is a omni-channel tool that is highly flexible and easy to decode/learn and setup. Whenever your business processes change, you can easily change the flow in Dixa. This has proven extremely valuable in our startup, where new processes and ideas is a daily thing. It is easy to teach employees to set up new flows, and they quickly understand the logic of the system. Overall their daily satisfaction is also rising since Dixa is quick and easy to use. All in all we're really happy about using Dixa in Podimo. **What do you dislike about Dixa?** Currently our business is not super complex and there's as such nothing we miss. However, we do see a need in the near future to have some kind of country separation. We know, however, that this is in the roadmap. **Recommendations to others considering Dixa:** Take the jump and get onboard as soon as possible. In another position (and another company), it took a long time to decide to go from an older tool (Zendesk) to Dixa. When we finally did it, we were quick to harvest the benefits. In my new company, It was not difficult for me to make the choice of Dixa....it's the perfect tool for both start-ups and scaleups. **What problems is Dixa solving and how is that benefiting you?** Primarily routing conversation to the right agents and departments. This is the overall problem. But also, being able to react fast and efficient to new issues (e.g. when releasing something that generates a lot of inbound conversations). **Official Response from Trisha Patel:** > Hi Andreas, This is great feedback, thank you so much! Its great to hear how well things have worked for you as well as how easy its been for the team to get used to, that’s really really awesome! Transitions between two systems are never easy either but its fantastic to see how seamless that went - wood! We are also constantly developing the product too so anything you want to see definitely share that with us so we can relay that back to our product team. With breaking down users into countries its not the easiest but using tags or even creating countries as companies could be temporary work around. If you have some time I would also love to hear some more about that workflow too so we can better advise, feel free to ping friends@dixa.com and we can get a quick call set up :) Thank you again Andreas! ### 23. Miuros has been a wonderful change for my teams Quality Assurance. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2020 **Describe the project or task Dixa helped with:** Miuros has helped with tracking my teams quality of their emails and phones calls. It has provided more transparency between myself and my agents, as well as giving me more time to focus on the important aspects of quality. **What do you like best about Dixa?** I like how Miuros keeps every ticket we review organized, the system does all the math for me in regards to the passing rate and percentage scores for my team. **What do you dislike about Dixa?** I dislike the amount of time it took for me to understand how to use Miuros, this may just be because I am a very hands on person and I was not able to use Miuros when I first learned about it. **What problems is Dixa solving and how is that benefiting you?** I am solving time management issues, previously we tracked out quality assurance using spreadsheets, with Miuros we have all the access we need to keep updated and track our time more wisely. ### 24. All in all a good overveiw **Rating:** 4.5/5.0 stars **Reviewed by:** Joacim M. | Customer Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2019 **What do you like best about Dixa?** Having a real working search function and tracking availability. With a good overveiw of the agenda and what's tasks that are ahead. Moving from not having any functionallity to Dixa made almost everyting alot easier. **What do you dislike about Dixa?** Not being able to deligate conversations to a specifik user and to that user only. Sometimes one user is the only user for a specific case and it's a bit wonky to be able to keep track of that. And external mails to group e-mails is not tracking correctly when using side conversations. **Recommendations to others considering Dixa:** Try it, or at least have it demoed, it's really worth looking into. **What problems is Dixa solving and how is that benefiting you?** Statistics, better overveiw of time consumption on all tasks. And easier to have everything under the same roof and therefore not forgetting to log into a specifik account or function. With the benefits of using Follow Ups and tagging it's easy to create a good workflow and not be interupted by seeing those pesky conversations you can't do anything about right now any ways. **Official Response from Trisha Patel:** > Hi Joacim, Thank you so much for writing a great review! It’s really appreciated. I think we might be able to help get rid of some of those frustrations you may be facing :) Delegating conversations: - Using priorities in your queues are always a great way to delegate incoming tasks, this way you can decide who would be best to deal with the specific incoming requests https://support.dixa.help/en/articles/37 - Transferring requests: Each agent has the option to transfer the request to either another agent or a group, this works for requests coming in from all channels: https://support.dixa.help/en/articles/125 - Depending on your flows too we can also auto route requests - If you need some help with getting this set up just let us know and we can schedule some time with you to go through your existing workflow/setup: https://dixa.com/contact Tags are also great ways to track of conversations: https://support.dixa.help/en/articles/35 With the issue you’re facing with side conversations, I’d like to hear a bit more about this and how you’re using it if that’s okay. If you have some time you can email friends@dixa.com with your availability and I can give you a call back :) Thanks again Joacim, I hope some of the above points help :) Feel free to reach out to us anytime! ### 25. Miuros as a time-saver! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2020 **Describe the project or task Dixa helped with:** We are using Miuros get our Quality Assurance done. **What do you like best about Dixa?** Miuros has been easy to pick up, is helping with saving a lot of time when sorting cases for QA purposes, making sure the choice is random and statistically relevant. No more need to spend time sorting cases and assigning them, it's done automatically in batches. Then, once everything is done, all the results are available in one place, transparent and easy to consult and calibrate. **What do you dislike about Dixa?** Nothing really. I'm very happy to use Miuros, as it has turned QA into a happy task to achieve. If a feedback is needed, more introduction material for new users would be a plus. **What problems is Dixa solving and how is that benefiting you?** Miuros has been helpful with saving time with QA. Has put our Quality Assurance process in a way better place, more coordinated globally and with available data available for qualitative analysis. ### 26. Finally, a true omni-channel platform focused on customer friendship! **Rating:** 4.5/5.0 stars **Reviewed by:** Casey S. | Head of Marketing & Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2019 **What do you like best about Dixa?** From the moment we met with Dixa, we knew they were different from the rest. They take a genuine interest in your business and ensure your requirements will be met with their platform. It continues to be their personalised approach combined with an easy to use platform that makes use excited to use Dixa as our omnichannel partner. Agents and management alike love using Dixa and their team has been here to support us 100% of the way - often going above and beyond to ensure the tool is meeting our needs each day. **What do you dislike about Dixa?** If pressed, I would like to be able to have more than one Dixa tab open at the moment, and access to a range of webhooks for us to integrate more of our processes and workflows. **Recommendations to others considering Dixa:** We transitioned 78 agents from two software providers into one with Dixa. What seemed like a monster of a task was made simple and easy with the ongoing support of the Dixa team and our account managers. Dixa is disrupting the large players and is worth your consideration as an omnichannel platform. **What problems is Dixa solving and how is that benefiting you?** Before moving to Dixa, we were using several different tools, resulting in many areas of improvement and often blind spots in our communication with customers. Dixa has quickly helped us bring our entire operation into one platform. The tool has a great interface that agents find easy to navigate and communicate with customers. Our team leaders and managers love the easy reporting and high-level views to measure performance and improved analytics features continue to evolve. We are already experiencing the benefits of the improved and centralised visibility for communication with our customers and can't wait for the future developments planned. This increased visibility means more customers are getting resolutions from staff inside our SLAs and our customer's satisfaction and 5-star reviews are growing as a result **Official Response from Malte Cats-Abildgaard:** > Hi Casey, Thank you for the kind words. We truly appreciate being part of your journey and having you onboard ours! If you ever need any help you know where to shout :-) Best, ### 27. Short stay, but lovely support and service and quality. **Rating:** 4.0/5.0 stars **Reviewed by:** Marcus A. | PC- & Apple Certified iOS Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2019 **What do you like best about Dixa?** Dixa makes things, a lot more simple then you would expect. Everything is straightforward, and the task lists and other objects are easy to use. Give it a day and you should be able to know how to do 90% of the things you need :-) We used it for contacting customers, and it made the whole process so easy and you can always find contacts that you have to contact in your contacts list. It gave a good reminder that you should complete your tasks before moving on to the next. We used it for a little while, and during the time it was super easy, very user friendly but also some things were a bit of a downer. But not a killer :) The fact it has a program instead of a website aswell, is super effective and helps a lot too. :-) Thank you again! **What do you dislike about Dixa?** Theres not a lot of options to customize the whole chat system with your colleagues, it's almost like you are chatting to a customer still. You can't have an internal chat system where you can text eachother reminders, or anything. Which would be really neat.. **Recommendations to others considering Dixa:** Take it with a grain of salt, because not everything is perfect. But this can be :) **What problems is Dixa solving and how is that benefiting you?** For the short while, it put all the things we used into one platform (almost). And it was quite good. I did like it a lot :-) ### 28. Managing several channels for CS & Sales across B2C & B2B... **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas L. | Head of Service Operations, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2019 **What do you like best about Dixa?** ... Dixa helped us to improve our workflows, automatically push tickets to the relevant agents without supervisors having to take care of all the different email channels & topics that need to be managed by different agents. Feedback is appreciated by the Dixa team & we already experience the Dixa team developing & adapting the platform to individual needs (that make sense for the majority of Dixa users) **What do you dislike about Dixa?** Looking forward to being able to group agents & quick responses for example **What problems is Dixa solving and how is that benefiting you?** 1. Avoid cherry picking 2, less effort for supervisors 3. replies are automatically being handled by the next available agent **Official Response from Trisha Patel:** > Hi Andreas, Thank you so so much for taking the time to write a review for us, such great feedback! I can totally understand the need to group agents as well as the benefit of grouping templates. If you have some time, drop an email to friends@dixa.com with your details and I can get back to you with regards to that, I would love to hear/understand your workflow to see how we can help :) …but I’m glad to hear that Dixa has helped get rid of some of those pain points you previously had. If you need anything at all, you know where we are! Thanks again Andreas :) ### 29. Dixa - helping my business every day **Rating:** 4.0/5.0 stars **Reviewed by:** Georgiana B. | CEO and Founder , Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2019 **What do you like best about Dixa?** I love the improvements that Dixa underwent in the last couple of years. We started with a bit of frustration and now we're at the point where almost everything is going smooth. I like the prompt level of support, the attention to detail and feedback and the drive to become better each day. So glad I stuck with you guys! **What do you dislike about Dixa?** I feel Dixa takes a lot of Ram power. It makes the browser (Chrome) slow, it slows itself to the point where we need to wait a few seconds before the email is open and then closed and sent, and if the volumes are high and we are working for several hours non stop, then it can block itself all together and we need to restart the whole page. We tried to used the desktop app but this aspect didn't improve. **What problems is Dixa solving and how is that benefiting you?** I like the structure of a CS software in general. It's tidy, it has all the information in one place, it has room for notes and it keeps the archives solid and organized. **Official Response from Trisha Patel:** > Georgiana, what a great review, thank you so much! Slowness is never nice, this also isn’t something you should be experiencing. We can definitely look into this further for you, would you be able to forward your details over to friends@dixa.com? Our awesome support team will be able to pick it up and we can start investigating :) Thanks!! ### 30. Smooth, easy to use and intuitive **Rating:** 5.0/5.0 stars **Reviewed by:** Peter J. | Support og Kommunikationsmedarbejder, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2019 **What do you like best about Dixa?** Gathering all of our support channels in one solution and in a modern, smooth interface gives a great user experience and a feeling of great quality. **What do you dislike about Dixa?** A lack of customization options, slightly too simple integration of busylight (although, these are all on the roadmap and eagerly awaited!) **Recommendations to others considering Dixa:** try it out, use the offered test methods and testphone numbers etc, to have your flows ready before going live... the support for this is great! Having those who needs to use the tool either direct the implementation or be part of it, is in our experience a great way to get running smoothly, quickly! **What problems is Dixa solving and how is that benefiting you?** Easy gathering of all channels, no double-communication with customers. Easy control over flows for both phone, mail and chat makes for greater flexibility. **Official Response from Trisha Patel:** > Hi Peter, What great feedback, thank you so much! Theres a lot on our road map which is pretty exciting! Definitely keep a eye out on the gift icon on the top right corner for announcements :) If you need anything at all Peter, please don’t hesitate to reach out: https://dixa.com/contact Thank you again :) ### 31. Simple yet awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Dixa?** I love the fact that I can do live coaching with my agents and have them improve the overall call at the same time. I love the tags that can be added which makes it easy for me to track what calls we get the most and where we need to improve. The best thing to me is the analytics - I love the fact that I can break down who does what and were I need to focus on. **What do you dislike about Dixa?** I hate the fact that the calls drops and it loses a lot of packets. We call it the red phone of death. I also do not like the fact that you can not do a 3 way call especially when we require to do trouble shooting. **Recommendations to others considering Dixa:** If you are looking for something that can show you what your team does and where you can improve the business. Dixa is the way to go, so far the best analytics systems I have dealt with. Might be that its something i focus on mainly, but every business will benefit from know where the strengths and weaknesses are. **What problems is Dixa solving and how is that benefiting you?** We resolving the issues that gets tagged the most as it shows us what needs the most focus on. The analytics is one of the things I love the most. Simple, easy and gives me a breakdown of what my agents are doing on a daily basis. ### 32. coherent, simple and great setup **Rating:** 5.0/5.0 stars **Reviewed by:** Pernille J. | Customer Love representative, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2019 **What do you like best about Dixa?** I like the overview one get when working in Dixa - I'm able to get information instantly and work more efficient in that way. **What do you dislike about Dixa?** It can be quite distracting and a bit stressful at times, to have new incoming emails "knocking" while you're answering another email. **What problems is Dixa solving and how is that benefiting you?** The gathering of customer's data at one place. It helps me stay focusses as I don't have to open 10 differnet programmes to be able to find the information I need. **Official Response from Trisha Patel:** > Hi Pernille, The overview of the dashboard is super useful, I’m also glad to hear that Dixa has also made you more efficient too. With the new conversations being offered to you whilst you’re already on a request could be due to the limit of offers, we can also change how many emails get offered to you at once vs phones, chat etc. Here’s some more info on this: https://support.dixa.help/en/articles/69 It might be worth changing the current settings to see how you feel :) In the mean time, If you need anything at all..feel free to reach out: https://dixa.com/contact Thanks again! ### 33. Improved contactcenter **Rating:** 5.0/5.0 stars **Reviewed by:** Martin Lee P. | Product manager, and owner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2019 **What do you like best about Dixa?** The simplicity yet complex features makes Dixa a versatile system that scales easy with our organization. Dixa has improved our customer interaction and support. Furthermore it was easy for our agents to adopt the system. **What do you dislike about Dixa?** Still is some updates to be made, but we know the Dixa Team works on those features yet to be available. **What problems is Dixa solving and how is that benefiting you?** Better customer interaction, and minimize response time for our agents. Getting closer to our customer in some way. **Official Response from Trisha Patel:** > Hi Martin, This is great! I’m so glad to hear that your agents also found it relatively easy to get used to as well! If you have any feature requests for us, definitely let us know as we’re constantly updating the platform and adding new features :) Feel free to reach out at any time: https://dixa.com/contact Thanks again for taking the time to write us a review :) ### 34. Great tool made by folks that understand Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Sophie L. | Head of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2019 **What do you like best about Dixa?** How easy it is to set up and use on a day-to-day basis. Simplicity is key here and the tool makes it very easy to train new team members. **What do you dislike about Dixa?** There are still some limitations around templating and analytics which can slow the team down and make it difficult to monitor performance. However, we're seeing lots of improvements on these points as Dixa work very collaboratively with their customers. **Recommendations to others considering Dixa:** Talk to their other customers. Understanding why others choose the tool is very helpful. **What problems is Dixa solving and how is that benefiting you?** Helpdesk management is much quicker and simpler. We don't need to rely on our tech team to make improvements. The CS team are in charge of the tool which means we get exactly what we want. ### 35. Very user-friendly with lots of customer support features suitable for any size business. Recommend! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2019 **What do you like best about Dixa?** I like the UI and UX, it is clean, modern and easy to use. Despite, the seemingly "simplistic" look it packs a lot of interesting features for a small online business like ours without breaking the bank on high monthly fees. On-boarding of new colleagues is a breeze as it takes a maximum of 30min for them to understand the fundamentals of Dixa and start using the platform. The fact that you can handle your support queries from many different channels in one place makes it so much more time efficient. Via email, online chat, facebook messenger and soon also whatsapp makes this ideal for any modern online business. The software also provides your own business voip / contact center type solution integrated with all this, no need for extra solutions/subscriptions, integrations for this. We are based in Europe and so is Dixa (currently) which makes it easy for us to get quick replies and answers with no time-zone issues. Is always a worry as a small startup company if support is slow or lacking but with Dixa we have thankfully not encountered this. **What do you dislike about Dixa?** looking for more native integrations but they are working on it from what I understand. They keep improving their product which is another positive sign. We use wordpress/woocommerce as our online shop platform and they currently have a shopify integration but are still developing the woocommerce one. It would be nice to see order details of the client right in Dixa when that person has any queries or complaints on their purchase, without having to toggle between two separate programs. Also with more CRMs. They have integration with Salesforce for larger organizations and I believe they are planning to integrate with Pipedrive which would be more ideal for smaller organizations like us. Looking forward to the integrations on the roadmap such as zapier so there is more freedom to integrate certain workflows without hiring techs via API. Nice to have would be a mobile app. Currently, you can forward calls to a mobile if nobody picks up the line after x amount of time (for example) but it would be nice to make calls with the mobile app for people in the field. Although I am sure that is a niche request. **Recommendations to others considering Dixa:** If you are looking for a modern and affordable omni-channel customer support solution, then try out Dixa on a trial run. For us as a small business it really helped to get a unified "inbox" of all our support communications. As a small team we need to divide our attention to various tasks and Dixa helps us organize a part of this. **What problems is Dixa solving and how is that benefiting you?** Originally a couple years back we were looking for a simple Voip solution that had european numbers as we are an online small business but the team is separated between two countries. At the time, I came across Dixa and they were one of the first from what I recalled, without being too expensive, that had integrated voip and customer support into one solution. Alongside the clean interface and design it was a no-brainer to try it out. Very happy I did and still satisfied after 1.5 years. **Official Response from Trisha Patel:** > Hi There, What a fantastic review, thank you so so much! You’re right with the improvements and roll outs, our team are working really hard to make Dixa super awesome so you’ll continuously see new features. Keep an eye out on the gift icon with your Dixa portal for the announcements :) A mobile app would be awesome as I know it’ll benefit a lot of other customers too. We have this listed as an improvement too, but if you have any other suggestions and feedback please do let us know as we would love to hear it. Thank you again for writing such a nice review, if you need anything at all feel free to ping us anytime: https://dixa.com/contact ### 36. Easy and intuitive **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2019 **What do you like best about Dixa?** The tool is very intuitive and easy to use. Once you have understood the interface, it is all very simple to browse and use in order to solve all the customers' problems. **What do you dislike about Dixa?** Sometimes it happens that the dashboard values do not correspond to the real values of use and if a contact happens outside the working hours, the waiting time is obviously very high and this negatively increases the avarage handling time and waiting time. **Recommendations to others considering Dixa:** I warmly recommend Dixa for those who are also at their first approach with the world of customer service. **What problems is Dixa solving and how is that benefiting you?** Dixa allows to easily solve all customers' problems providing all the needed information in one single interface. **Official Response from Trisha Patel:** > Hi, Thank you for taking the time to leave a review <3 It’s really appreciated. It’s also great hearing how easy you find the system to use. Our team are working towards improving our new analytics - if you see anything being off on that side, definitely let us know so we can review and resolve the issue :) If you need anything else feel free to reach out, we’re always available :) https://dixa.com/contact Thanks again! ### 37. Faster direct processing of customer inquiries **Rating:** 5.0/5.0 stars **Reviewed by:** Ahmed S. | Head of Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Dixa?** By creating workflows, the distribution of different customer inquiries can be controlled very precisely. By connecting to the shop system, all information about the customer's order can be read directly when the customer makes contact. The efficiency in the processing can be increased so immediately clearly. **What do you dislike about Dixa?** No real CRM system available. Customers cannot be created in a Customer Card with several phone numbers and emails. **What problems is Dixa solving and how is that benefiting you?** Previously, several agents had read the same email before an Agnet was busy dealing with the customer's issue. Now all customer requests are processed immediately and without loss of time by reading the request several times. **Official Response from Trisha Patel:** > Hi Ahmed, This is great feedback thank you so much! Being able to have multiple email addresses or phone numbers against users is pretty useful, we can rate this internally :) I’m also really pleased to hear that things are more efficient and easier for agents. If you need anything at all feel free to get in touch, we’re always available: https://dixa.com/contact ### 38. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Madeleine C. | Team Leader Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2019 **What do you like best about Dixa?** That it's so easy to use, easy access for a manager to Control and change the flows from day to day. It's a great program that satisfies all of our needs. **What do you dislike about Dixa?** We still have some small issues since Go-Live but we have a great communication with our contact about theese matters. There is nothing that I actualli dislike about Dixa, I know that the small issues we have is possible to change. **Recommendations to others considering Dixa:** Do not hesitate, it's so easy to use, easy to get started and so much more efficient than other systems/programs that you've ever seen. You get all your needs in one, do not need to implement with different systems/programs. **What problems is Dixa solving and how is that benefiting you?** A better overview at all our cases, both phone and emails. Also easier for us to see how many times a customer has contacted us and how their issues have been handled before. **Official Response from Trisha Patel:** > Hi Madeline, It's great to see how Dixa has benefited you and made things easier for you. We are always looking for feedback and to hear some suggestions on changes too so if you have any ideas please do share with us, we are all ears :) https://dixa.com/contact If you need anything at all please do not hesitate to reach out :) Thanks again! ### 39. The best solution for the call center ever! **Rating:** 5.0/5.0 stars **Reviewed by:** Michael P. | Customer Support Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2017 **What do you like best about Dixa?** 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! **What do you dislike about Dixa?** When a new update is out some bugs may occur, but the crew usually fix them fast. **Recommendations to others considering Dixa:** If you need easy in use and high-quality solution - try Dixa, you will like it for sure. **What problems is Dixa solving and how is that benefiting you?** 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. **Official Response from Trisha Patel:** > 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! ### 40. Dixa x Pagazzi.com **Rating:** 5.0/5.0 stars **Reviewed by:** Krzysztof B. | Head Of Ecommerce, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2019 **What do you like best about Dixa?** Really easy to set up and use - even with the Phone Calls, and number porting from different providers. Dixa Work Flows are an extremely powerful tool to manage incoming messages from the customers. **What do you dislike about Dixa?** Can't think of any downsides at the moment - really Dixa was the huge improvement from what we had. **Recommendations to others considering Dixa:** Great for teams of more than 2 Customer Service Agents - reaches it's full potential if rolled out company-wide **What problems is Dixa solving and how is that benefiting you?** Dixa definitely helped to organize, track, and analyze the workload of our customer service team, as well as managed to decrease the response time for any questions. Also, worth to mention, that now it's really easy to see the full history of contacts made by client across different channels. **Official Response from Malte Cats-Abildgaard:** > Hi Krzysztof, Thanks a lot for your review, we really appreciate it! I am super happy to hear that you are satisfied with Dixa and that the platform creates value for your team. That is what we are here for. If there is ever anything do not hesitate to contact us at friends@dixa.com and we will be more than happy to assist either you or one of your colleagues. Have a great day and Happy International Friendship Day from the whole Dixa team! :-) ### 41. High quality customer support solution with a superb support **Rating:** 5.0/5.0 stars **Reviewed by:** Pascal S. | Head Of Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Dixa?** Onboarding was super easy. Our team was up and running within the first hour off going live. The team loves to work with the tool and we increased our efficiency directly. **What do you dislike about Dixa?** Some APIs to tools we use are missing as a standard. The custom cards are a good solution and easy to implement. **Recommendations to others considering Dixa:** 1. Use th eopportunity of a test account. 2. Have a call with the onboarding and customer success team. **What problems is Dixa solving and how is that benefiting you?** Dixa helps us to have all customer communication within one tools. Every needed channel (E-Mail, Chat, Social and Telephone) in all the different languages. **Official Response from Trisha Patel:** > Hi Pascal, Thanks so much for writing such a great review! I’m so pleased to hear that Dixa has helped increase your agent efficiency. API is something we are working on improving, if there’s anything specific you would like to see please do reach out to us and share your feedback and requests with us: https://dixa.com/contact Thank you so much again! ### 42. simple and dynamic platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 11, 2019 **What do you like best about Dixa?** Dixa is the new Customer Support tool, really simple to use, and able to create from small to complex routing to manage your communication. Flexible pricing plan, and really easy to use. Customer support is always available via chat/phone/email and you will always have your account manager supporting you and your team. **What do you dislike about Dixa?** After 4 months of usage I didn't find yet any dislike point. **What problems is Dixa solving and how is that benefiting you?** Dixa managed to release in less than one day an Italian landline number, after I provided all the documentation needed. No need to wait extra time while other competitors can take up to 15 days to verify the data. **Official Response from Trisha Patel:** > Hi There, Firstly, thank you so much for taking the time to leave a review for us! I’m really pleased to hear you’ve been supported by our team, that’s so awesome! We'll definitely continue to do that too! If you need anything at all we’re always available: https://dixa.com/contact Thank you again!! ### 43. Not recomendable **Rating:** 1.0/5.0 stars **Reviewed by:** jonathan s. | costumer support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Dixa?** That all platforms (phone, mail, chat) is in one website. **What do you dislike about Dixa?** The program is confusing, and in order to help a customer through the mail, you have to read the entire correspondence due to that all agents answer all mails and you don't have your own correspondences. **Recommendations to others considering Dixa:** n/a **What problems is Dixa solving and how is that benefiting you?** it has made me demotivated due to the missing scoreboard **Official Response from Trisha Patel:** > Hi Jonathan, I’m glad to hear that having everything in one place is working well :) Thanks for sharing your feedback, its great that you did because I think we have a feature that will definitely help with regards to this, have you seen the Preferred agent and Personal offers feature? https://support.dixa.help/en/articles/165 Preferred Agent gives you the option to route all new conversations to the agent that the customer has talked to the most recently.  When you say you’re missing a scoreboard, is this more like a dashboard? If you have some time I would love to hear some more about this, you can send an email with your details over to friends@dixa.com and I’ll pick it up. Thanks again :) ### 44. Zero clutter and smooth workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Rhys H. | Senior Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2019 **What do you like best about Dixa?** 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. **What do you dislike about Dixa?** 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. **Recommendations to others considering Dixa:** try it out and test it - the interface makes so much sense. If you come from a worked where each channel is 'bolted on', Dixa is the antidote. **What problems is Dixa solving and how is that benefiting you?** Moving towards live contacts and prioritising calls and live chat over email is easy since Dixa 'de-prioritises' the contact channel and agents see contacts as contacts, regardless of channel. **Official Response from Trisha Patel:** > Hi Rhys, Thanks so much for such a great review! Analytics is something that a lot of users want to see improved, and the good news is that our team are working hard on rolling out new analytics! Hopefully this will be useful for you and your team too! Just keep an eye out for the notification, this will be the gift icon within the Dixa app :) Thanks again Rhys, we appreciate it :) ### 45. Ease of implementation and use + quick switch away from Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas S. | COO, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2019 **What do you like best about Dixa?** 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! **What do you dislike about Dixa?** There are still some features missing, that we are looking forward to getting. But already the tool is really good. **Recommendations to others considering Dixa:** 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. **What problems is Dixa solving and how is that benefiting you?** 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. ### 46. Customer service reinvented! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2019 **What do you like best about Dixa?** - 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 **What do you dislike about Dixa?** 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 :) **What problems is Dixa solving and how is that benefiting you?** Avoiding switching between different systems as we have all relevant information about our customers shown in Dixa next to the conversation with the customer. This saves us a lot of time and we can focus on providing excellent and personal service. **Official Response from Trisha Patel:** > Hi There Such great feedback! Thank you so much. Cherry picking is a common pain, but it’s awesome that Dixa has helped eliminate that. CSAT is happening - yay! We’ll also have a beta version for this, if you’re interested just send an email to friends@dixa.com and we can give you some more info on that :) Thank you again! ### 47. New Solution with potential still needs development **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2019 **What do you like best about Dixa?** 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. **What do you dislike about Dixa?** 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. **What problems is Dixa solving and how is that benefiting you?** I am working on customer success. In one way it is nice that you get offered tickets or conversations automatically. It makes workflow generally easier and more efficient. Setting up queues and personalize them is easy and you have a lot of options like automatic tacking or prioritizing E-Mails. **Official Response from Trisha Patel:** > Hi There, First off, thank you so much for providing such a detailed review! I’m glad to hear that you’re finding the way in which you can tailor your workflow is working well. That’s awesome. Luckily, I think that we can easily check off several of the things you mention in your review! Sound settings changing: Something we offer to customers is the ability to change the sound notification per channel. This is a great way for you to identify the type of incoming request especially if you’re working on multiple channels at once. This is some we can change under Settings > Profile: https://dixa.elevio.help/en/articles/129-changing-and-disabling-channel-notification-sounds Analytics: This is something our team have worked super hard on, and we’re focusing a lot on improving this part of your Dixa. We’re slowly rolling this out, but If you would like early access to that please do let us know, you can reach out to us via any of these channels: https://dixa.com/contact Away status: I believe we can resolve this quite simply too. You can always edit the time out option within the queue - this means that we can specify how long the conversation is offered to an agent before it changes their status to away and is then routed to the next agent. Here’s some more on this: https://dixa.elevio.help/en/articles/24 Merging Data: Great news! Merging data is actually something that is on our roadmap. Unfortunately I don’t have an exact date of when this will be pushed but keep an eye out on the gift icon for the announcement. There are few other of your comments that I would love to hear more about. I would really like to set up a screen share session with you to understand what’s happening, especially for deleted messages and understanding how you would like to have two conversations worked at once. We do offer great workarounds for Spam requests by using the content feature in your workflows. Would you be able to forward your details and availability over to friends@dixa.com? We can pick this up from our end and get something scheduled in. Thanks again for you review it is much appreciated! ### 48. Emails through Dixa **Rating:** 3.5/5.0 stars **Reviewed by:** Mathias B. | Student worker, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Dixa?** - Statistics about response time - Sending emails directly from DIxa - Layout - Queues **What do you dislike about Dixa?** A lot of overhead text in the emails, which makes it harder to find reply's. **What problems is Dixa solving and how is that benefiting you?** I don't have to send email from a normal email account, which gives a more structured experience. **Official Response from Trisha Patel:** > Hi, Thanks for taking the time to write a review for us :) I’m glad to hear Dixa is working well for you especially the experience you now have with everything in one place thats great! With regards to the text, if you have some time we would like to hear some more about that, hopefully its something that we can resolve easily :) Feel free to email friends@dixa.com and we can set up some time. Thanks again Mathias! ### 49. Nice to have everything on one thing. But seems some features are missing. **Rating:** 2.5/5.0 stars **Reviewed by:** Emilie A. | Supporter, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2019 **What do you like best about Dixa?** All messages, chats, calls etc. is in dixa. It allows for multible people using it at the same time. **What do you dislike about Dixa?** You cannot redact images nor text. When you save an image, do not change the name, unless you add .jpg **What problems is Dixa solving and how is that benefiting you?** Customer support. **Official Response from Trisha Patel:** > Hi Emilie, I’m glad to hear you’re enjoying having all channels in one place - it is much easier that way! With the way in which images are being saved we would love to hear some more about that, if you have some time it would be great to hop on a call and understand your use case a bit better, feel free to email your details and availability to friends@dixa.com Thanks again for taking the time to write a review :) ### 50. First impression **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Dixa?** It's really nice that we get assigned emails, chats, phone calls ect So that everyone has the chance to do a good job. **What do you dislike about Dixa?** 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. **Recommendations to others considering Dixa:** Its really great when you get assigned the work you do between all agents, so its a great way to share the work. **What problems is Dixa solving and how is that benefiting you?** Its nice that we can transfer the different things to the right people. **Official Response from Trisha Patel:** > Hi There, Thanks so much for writing a review for us, we really appreciate it :) Having all requests offered to agents is a great way to eliminate cherry picking as well an ensure that agents have the same work load. With having requests assigned back to you, we actually have a preferred agent and personal offers feature which would remove this pain point for you. Here’s some more info on this: https://support.dixa.help/en/articles/165-preferred-agents-personal-offers I think we may have a few more suggestions for you, if you have some time feel free to email friends@dixa.com and we can set up a call to better understand your use case so we can advise you better. Thanks again for leaving us the review! ## 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?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-01+10%3A24%3A13+-0500&secure%5Bsession_id%5D=24e8ea70-70de-4d7b-81a0-d0c7998e2ef9&secure%5Btoken%5D=940e9c38d5d1e0444edf7b36832f6c82ba2c552fa101add0b8ead0b76589a962&format=llm_user) ## 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 (6,629 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - 4.4/5.0 (529 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,708 reviews)