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Dixa

Dixa

Overview

What is Dixa?

Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer…

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Learn from top reviewers

Dixa is the best in customer service

Rating: 9 out of 10
March 27, 2022
IncentivizedVetted ReviewVerified User
This tool is allowing us to conveniently and efficiently serve all our customers through different channels, email, chat, and telephone. What I like is that it does not requir...
Continue reading
Inés Prieto
Engineer - Engineering
R&D / Product Development Engineer - Quality
TE Connectivity
Dixa1 year of experience

As a result, low-cost software with high communication efficiency is produced.

Rating: 10 out of 10
March 22, 2022
IncentivizedVetted ReviewVerified User
We have noticed numerous representative benefits in terms of updates and customer service since we first began using the software. We are confident that Dixa will continue to ...
Continue reading
Noah Miller
Engineer - Information Technology
Healthcare Technology Leader at Johnson & Johnson
Johnson & Johnson
Dixa3 years of experience

Dixa is excellent at serving customers in a timely manner

Rating: 9 out of 10
February 27, 2022
IncentivizedVetted ReviewVerified User
It has made our job much easier when dealing with customers, either via chat or calls. It has an automatic call distribution system that allows us to respond to our users' req...
Continue reading
Jason Terrick
Account Manager - Sales
Sales Manager
TruGreen
Dixa1 year of experience

Dixa Omnichannel Contact Center CRM software easy to implement and improves customer experience

Rating: 9 out of 10
July 14, 2021
IncentivizedVetted ReviewVerified User
Dixa is our omnichannel contact center software and CRM system. We use it to support our channel partners and consumers. We use telephony, chat, and email channels. We utilize...
Continue reading
Kevin Tucker
Director - Customer Service
Director Of Customer Service Operations
Thule Group
Dixa1 year of experience
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Pricing

View all pricing

Essential

$39

Cloud
per month per user

Growth

$89

Cloud
per month per user

Ultimate

$139

Cloud
per month per user

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.dixa.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $39 per month per user
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Product Details

What is Dixa?

Dixa is customer service software that aims to enable brands to improve the experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in a single platform to enable brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have context they can use to provide more effective customer service.

With customer recognition features, Dixa makes it possible to know customers the second they reach out. It displays each customer's conversation history with a business in a timeline as well as their order history. This ensures teams have the information they need to solve customer inquiries faster while delivering more personalized support.

According to Dixa, users pay for what they need and scale up or down without additional costs or effort.

All conversation types (phone, email, chat, Facebook Messenger, 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 boasts a simplified interface and setup to help 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 tools to deliver better customer service, to drive a stronger bonds between brands and customers.

Dixa Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Dixa Screenshots

Screenshot of Conversations View: Add tags, write notes & transfer any conversation to another agent in seconds, regardless of channel (calls, emails, chats or Facebook messages).Screenshot of Conversations List: All conversations are updated dynamically in real-time so agents can see what a team is working on and which customers are waiting in queue without having to refresh. Utilize filters to sort by channel, assigned agent, and conversation status.Screenshot of Analytics: Analyze team performanceScreenshot of Organization: Add team members on the fly

Dixa Videos

Dixa: Product Demo
The all-in-one, relationship-driven customer service platform purpose-built to put agents and customers at the heart of CX.
Messaging for The Modern Customer | Dixa Messenger

Dixa Integrations

Dixa Competitors

Dixa Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll countries
Supported LanguagesArabic, Chinese (Simplified), Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable customer support for ecommerce and small businesses.

Dixa starts at $39.

Zendesk Suite, Freshdesk, and Gorgias are common alternatives for Dixa.

The most common users of Dixa are from Enterprises (1,001+ employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(6)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Dixa has been praised by users for its ability to automate tasks, allowing them to spend more time providing quality service rather than manually filtering through their queue. The conversational messenger-style of the system is well-suited for maintaining a friendly tone with customers. Users appreciate Dixa's integrations, which make it easy to handle all customer issues and streamline communication channels into one platform.

The email distribution feature in Dixa is highly effective for team communication and note-taking. Customers have found value in using Dixa as their main contact portal, hosting FAQs, and utilizing chatbots. The chat function allows for attachments to be added, enhancing the support experience. Through integrations, Dixa provides a comprehensive view of all customers' actions, enabling quick and efficient replies to customer inquiries and identification of areas for improvement.

Dixa has proven beneficial for consolidating telephone, email, and chat systems into one platform, resulting in better response times and improved communication with customers. Users have reported that Dixa has improved workflow and provided tools for easy call and email management. With its ability to ensure that nothing slips through the cracks in customer interactions, Dixa simplifies problem-solving by providing all necessary information in one interface.

Users have also appreciated Dixa's personalized experience for consumers, allowing them to choose how they want to be assisted. However, some users have experienced issues with pricing and customer support after upgrading to Dixa. Despite this, Dixa's reporting capabilities provide valuable insights into agent performance and time management.

Dixa's ability to eliminate language barriers has been commended as it allows for effective communication with non-English speaking customers. By combining all channels into one platform, Dixa improves efficiency and speed in handling customer inquiries. Its analytics feature helps identify and prioritize issues that need attention while saving time by having all relevant customer information in one place.

Dixa facilitates distributed customer support across markets, supporting international growth. The ticketing system saves time by automatically assigning tickets, and the platform enables efficient customer support through features like canned responses and improved internal communication. Although some users have expressed a desire for enhanced mail assignment functionality, Dixa eliminates the need to switch between different systems by providing all relevant customer information in one interface.

Overall, Dixa has received positive feedback for its quick response in setting up new landline numbers and facilitating efficient helpdesk management without relying on the tech team for improvements. Its ability to gather all customer interactions in one place makes employee tracking easier and improves the quality of customer service. With its user

Intuitive User Interface: Users have consistently praised Dixa's intuitive user interface, with many stating that it is easy to navigate and figure out how to use the platform. This sentiment was expressed by a significant number of reviewers.

Consolidation of Communication Channels: Dixa's omni-channel approach, which consolidates all communication channels into one system, has been highly appreciated by users. This feature prevents the loss of emails and improves customer satisfaction. Many reviewers have mentioned this as a key advantage of using Dixa.

No Loss of Calls or Emails: Users value Dixa's ability to ensure that no calls or emails get lost. This capability not only leads to improved conversion rates with candidates but also helps in providing better customer service overall. Several reviewers have specifically highlighted this aspect as one of the strengths of Dixa.

Difficulties with Contact Data Merging: Some users have expressed difficulties when merging contact data in Dixa. They have mentioned challenges and issues encountered during the process, leading to frustration and inefficiency.

Occasional Abandoned Calls: Users have experienced occasional abandoned calls while using the software. This can result in missed opportunities and negative customer experiences, impacting overall satisfaction with the system.

Lack of Transparency in Bug Handling: Users have mentioned a lack of transparency in how reported bugs are handled by Dixa. They feel that there is a need for clearer communication and visibility into the progress of bug resolutions, which would help build trust and confidence among users.

Users have made several recommendations based on their experiences with Dixa:

  1. Take the time to ensure that Dixa fits your needs. Users advise thoroughly evaluating whether Dixa meets specific requirements before committing.

  2. Try out Dixa on a trial run for small businesses. By doing so, businesses can assess how well the platform works before committing to a full implementation.

  3. Reach out to Dixa support team for any issues or advice. Users recommend engaging with Dixa's support team whenever challenges arise or guidance is needed.

By considering these recommendations, businesses can make informed decisions about whether Dixa is suitable for their customer service requirements, implement it effectively, and seek necessary support when needed.

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why

Dixa is the best in customer service

Rating: 9 out of 10
Incentivized
March 27, 2022
IP
Inés Prieto
R&D / Product Development Engineer - Quality
TE Connectivity (Electrical & Electronic Manufacturing, 10,001+ employees)
Vetted Review
Verified User
Dixa
1 year of experience
View profile
Use Cases and Deployment Scope
This tool is allowing us to conveniently and efficiently serve all our customers through different channels, email, chat, and telephone. What I like is that it does not require any installation because it is cloud-based, so we can access the platform at any time and place with an internet connection.
Pros and Cons
  • It has the advantage of automatically creating new contacts, so we do not waste time creating them.
  • It has a very simple interface where you can easily locate customers and no communication is lost through any of the channels.
  • Its 14-day free trial has been great, as it had absolutely all the features, which convinced us to purchase the software.
Likelihood to Recommend
This is software that has increased the performance of customer service employees because they work more comfortably with a simple to use software. There's almost no learning curve and has presented very few problems, so I recommend it.
Most Important Features
  • It has call recording so as not to lose details of customer demands.
  • Its intelligent routing allows us to redirect calls to other agents and attend to more urgent calls.
  • It has ticket management to expedite customer requests and pass them quickly to the technical department.
Dixa Feature Ratings
Incident and problem management
N/A
N/A
Self Help Community
N/A
N/A
Multi-Channel Help
N/A
N/A
Return on Investment
  • Thanks to this tool we have been able to efficiently serve many more customers through different channels, making them much more satisfied with our services.
  • Customer service agents work in a much easier way, we serve the customer better and the calls and demands are resolved quickly.

As a result, low-cost software with high communication efficiency is produced.

Rating: 10 out of 10
Incentivized
March 22, 2022
NM
Noah Miller
Healthcare Technology Leader at Johnson & Johnson
Johnson & Johnson (Hospital & Health Care, 10,001+ employees)
Vetted Review
Verified User
Dixa
3 years of experience
View profile
Use Cases and Deployment Scope
We have noticed numerous representative benefits in terms of updates and customer service since we first began using the software. We are confident that Dixa will continue to embrace the market with its daily enhancements, allowing us to continue to provide quality service and efficiency to our customers within the organization. In terms of business care, this software represents a complete shift in the demanding responses to customer needs. Programming in Dixa reminds me of programming in Visio; it was very simple because it didn't require a lot of technical expertise to implement a diagram that would show our customers an experience with the desired features.
Pros and Cons
  • We've been using Dixa software for over three years and are very proud to have it in our organization.
  • Because Dixa manages them all together, we can control the problems that arise when we find ourselves managing the existing sources of communication in the organization separately.
Likelihood to Recommend
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.
Most Important Features
  • When the need to communicate arises, we have everything at our disposal.
  • The cost of investment is very manageable for both small and large businesses.
  • They provide round-the-clock customer service to handle our complaints, inquiries, and problems.
Dixa Feature Ratings
Incident and problem management
N/A
N/A
Self Help Community
N/A
N/A
Multi-Channel Help
N/A
N/A
Return on Investment
  • 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.
Alternatives Considered
Dixa demonstrates that it is much easier to use than similar products; it also has a free license for testing before purchasing a product; Dixa currently seeks to cover market demands through daily updates, and it allows us to make an implementation by migrating the existing data on the platform used to Dixa without major conflicts.
Other Software Used

Dixa is excellent at serving customers in a timely manner

Rating: 9 out of 10
Incentivized
February 27, 2022
JT
Jason Terrick
Sales Manager
TruGreen (Consumer Services, 5001-10,000 employees)
Vetted Review
Verified User
Dixa
1 year of experience
View profile
Use Cases and Deployment Scope
It has made our job much easier when dealing with customers, either via chat or calls. It has an automatic call distribution system that allows us to respond to our users' requests more efficiently and without making them wait so long.
Pros and Cons
  • 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.
Likelihood to Recommend
In our company, we could notice how employees work faster and more fluently, how communications with customers improved enormously and how problems and claims could be solved without inconvenience in record time, thanks to the many tools and functions that Dixa has.
Most Important Features
  • A very efficient chatbot that helps us solve common problems faster.
  • Call-to-text recording function, so that no detail of the customer's requests is lost.
  • Integrates all channels into a single software so that no important information or request is lost.
Dixa Feature Ratings
Incident and problem management
N/A
N/A
Self Help Community
N/A
N/A
Multi-Channel Help
N/A
N/A
Return on Investment
  • We can say that the staff works much better, more efficiently and faster, responding to customer requests and handling a greater number of calls.
  • The investment that was used to purchase the software has been worth it, as we have kept more customers happy and more have come through the use of the software.

Dixa Omnichannel Contact Center CRM software easy to implement and improves customer experience

Rating: 9 out of 10
Incentivized
July 14, 2021
KT
Kevin Tucker
Director Of Customer Service Operations
Thule Group (Consumer Goods, 1001-5000 employees)
Vetted Review
Verified User
Dixa
1 year of experience
View profile
Use Cases and Deployment Scope
Dixa is our omnichannel contact center software and CRM system. We use it to support our channel partners and consumers. We use telephony, chat, and email channels. We utilize Elivio knowledge base to enable consumers to self serve 24/7. Our consumer and channel partner experience has improved due to Dixa abilities. The inside sales team gets the channel partners they support 85% of the time due to the way we can identify and route the inquiries to the ISR who primarily supports that channel partner. The consumer experience improved by implementing callback that has reduced the abandonment rate by 10%. Routing of email by keyword search and queue and agent priority gets the inquiry to the best resource. First reply time has improved 25%.
Pros and Cons
  • Programming the system is like doing a visio flow chart
  • Everything we want to implement is supported by the system
  • Only 2 short outages in the last year.
Likelihood to Recommend
Any contact center. When you do not want to invest in a CRM system Dixa will allow you to capture contacts and the history bar gives you a view of all interactions with that contact. When you want to enable your website to help customers 24/7. When you want to support all channels your customers want to use.
Most Important Features
  • Ease of programming. Special project can be programmed, tested, and implemented in under an hour.
  • Put your consumers and channel partners in control with the flexibility you have with the tools in Dixa
  • The support staff is tremendous. You can give feedback and it is acted upon quickly.
Dixa Feature Ratings
Incident and problem management
N/A
N/A
Self Help Community
N/A
N/A
Multi-Channel Help
N/A
N/A
Return on Investment
  • Improved consumer experience
  • Improved channel partner experience
  • Agent productivity and lower stress
Alternatives Considered
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.
Other Software Used
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