Dixa vs. Gorgias

Dixa may be a more cost-effective cash flow program than other programs used in our organization. Dixa does not require us to change our phone number when using the application because it is adaptable to our current number; the Dixa team handles the interface by quickly adding our phone number to their system. Despite the significant additions and updates to Dixa, our company is very pleased with the results obtained so far.

Incentivized

Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

Incentivized

• The text recording of calls has made our life in the office easier since we often miss some requests, which with this feature we can attend to.
• The pre-recorded greeting is a good way to keep the customer waiting to be answered.
• The chatbot feature is perfect for customers with simpler problems to be solved.

Incentivized

• Tagging- the tagging system was a great way to stay organized.
• Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
• Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.

Incentivized

• I wish it had the option of call transcription so that you don't just have access to the recording.
• We have had some problems when receiving calls, as they are forwarded instantly without allowing us to answer them.
• We have also had problems integrating with social networks, we have not yet been able to integrate them.

Incentivized

• Rules are powerful, but clunky, showing them to others can put them off as it looks "easy to break" because of their messy nature.
• Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value.
• Macros could really use contextual support, or a hotkey system to make it easier to pick highly used ones that aren't in the top 3.

Incentivized

Gorgias is still by far most the most complete customer service tool to handle multiple responses and channels at a single umbrella without the needs of opening multiple tabs and sometimes will even make us missed some messages what supposed to be taken care of at a timely manner

Incentivized

Value proposition was by far and away the best. Any other system that had the features was much more expensive. The ease of programming made start up cost almost non existent. You have the ability to modify programming easily and do any special projects that invariable need to be accomplished by customer care.

Incentivized

We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

Incentivized

• We must pay close attention to the regular updates that are released so that their implementation does not become difficult.
• You can be confident that you will achieve the desired results for your users thanks to the platform.

Incentivized

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Incentivized