Dixa Erfahrungen

Vorteile

It is easy to use, it has a flaxibility for work that improves business performance, it is constantly improving, that is why it has that great we will continue using it

Nachteile

We do not find a major problem with this platform, I just hope that the text options in voice improve a bit

Vorteile

Programming in Dixa is like programming in Visio. You do not need technical expertise to create a flow that will give your customers an outstanding experience.

Nachteile

The Analytics and reporting gives you the fundamental information but the package needs enhancements.

In Betracht gezogene Alternativen

Freshdesk

Warum Dixa gewählt wurde

Dixa's telephony offering was far superior. We could only implement chat in North America and not the rest of the world.

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu Dixa

Dixa was clearly the best value proposition. They a relatively new company and are very open to working with you to add enhancements that make a difference in the experience you deliver to consumers and channel partners.

Vorteile

The software uses queue for email routing, as in a telephone system.

Nachteile

We used the software to manage our incomming salesupport emails from different contries. The sofware did the job, but we didn't always get the attachment from the email into Dixa. This led to some confused conversations with the customers.

After some time using dixa for email, we agreed to start a test the incomming phone routing with our call center to include them in our dixa setup. Unfortunately, it did not work as planned, as we experienced a lot of delay in the conversations, and the test was therefore stopped.

As a result of the test, we suddenly got a masive price increase per. agent + 2 years more binding period.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu Dixa

Dixa was cheaper back then, but looking back, we should have chosen otherwise.

Vorteile

We have been using the Dixa software for a year now and are very satisfied to have implemented the
move to this platform. Using the software has reduced the disarray that is commonly caused by having
separate systems, as Dixa has everything in one place: phone, email, real-time live chat and Facebook
Messenger. The interface of the platform is functional and user-friendly, specifically when it comes to
routing the tasks between agents. As a result, all customer queries and correspondence are dealt with in
a timely and efficient manner by the most suitable agents to meet the customers’ needs.

Nachteile

Having used Dixa over the past year, we have experienced some of the following issues:
 We could not use the software to call some of our contact numbers;
 Some of the customer correspondence would not be delivered properly and we would only see
an empty file;
 Not all customers could see the attached files, or we would not be able to attach files our end.
The team at Dixa dealt with any issues raised professionally and efficiently. Working with the platform is
now much easier, as the upgrades implemented by the Dixa team have helped us to deal with the
everyday tasks more productively and with less complications.

Vorteile

We are using Dixa for more than 3 months now.
The thing that I absolutely like about it is that you can customize almost everything in the system (starting from the call flows and the ability to set priority for the agent up to the color of the chat widget).
In case you need any assistance with the program you can get excellent support from their side as they work 24/7. Also, they offer a demo with their specialist where they basically show all the features that you can use. And after that demo, Dixa seems even more fast and efficient.
Besides all this Dixa is cheaper than other solutions that we have tried.
Another plus about Dixa is that we were able to keep our existing number, Dixa team just helped us to port it to the system easily.
Currently, our team is more than satisfied with the outcomes that we got for that price :)

Nachteile

As it has lots of features and new and new ones are established all the time lots of questions connected with these new features arise. Fortunately, their support is working all around the clock so it is not really such a big deal. As for now, there are no other cons to list.

Vorteile

I have grown to like the platform as it works almost like a ticketing system with phone calls.

Nachteile

You do not have control of everything as an admin that you would have if you had a traditional contact center. Changing status is pretty big deal if someone is away. Tracking away status would be helpful.

Vorteile

Easy setup of phone/chat/email in the desktop app.

Nachteile

I think there should be an android/iOS app

Vorteile

Dixa is really simple and intuitive to use, it's easy to set up and it's reliable day to day.

Nachteile

As it is a fairly new company/software, there is still some room for improvement, but you can tell that the company is working hard and they are always open for feedback.

Vorteile

The notification system is really great - it overtakes your screen when a customer makes contact. It is perfect for the quick reaction towards your customer.

Nachteile

We have experienced that the customer does not receive emails written from the system and it is not possible to change the color of text in the chatflow function on your site.

Vorteile

- Easy to implement.
- Not expensive
- Easy to use for user
- Work for all users arround the world

Nachteile

- Even if you take the call quickly, customer have to wait a little bit to be able to hear you.
- not possible to make complex call routing with several queue.

Vorteile

Features were decent. Setup was painless for the most part.

Nachteile

They dont have a clue whats going on. Customer support is terrible. Always blaming you when their integrations are medicore. They didnt want to give us our ported number back to keep us in the contract. When we managed to eventually (6 monthes) get our number back, they think we should pay for their service even though we canceled monthes ago. They lock you in and you cannot escape. DO NOT GIVE PORT YOUR NUMBER! THEY USE IT TO KEEP YOU WITH THEM!

Vorteile

The quality of the calls are fantastic, 98% of the calls going without interruptions and with good sound quality

Nachteile

they don't have iOS app at this stage but it is on their road map

Vorteile

Easy to use.
Many features that makes the everyday work a lot easier. Structured and easy to find what you are looking for.

Nachteile

Customer service is lacking. Especially the chat feature. Too many standard answers.
An example was that mailing wasn't working. And the customer support offered me to do a check on the issue and get back to me on email (which wasn't working)
When in contact with danish support everything is perfect!

Vorteile

We use Dixa as test to replace our actual IVR System and we are surprised: Simple interface to setup users and queue. Easy setup for line numbers and reports are full informative. Web client is easy to use and chat integration works perfectly.

Nachteile

IVR builder need more customization to create more options for the customer and Integration with 3rd party CRM tools.

Vorteile

Web-based. Excellent settings options that are easy to manage. Solution flexibility and Dixa team flexibility. Continuous improvements and the addition of new features.

Nachteile

No major issues or items that I would dislike. Maybe the lack of text to speech options to create recordings and prompts...

Vorteile

Dixa is flexible and easy to navigate. It allows you to track all metrics in an easy way and monitor team work at the same time. All in all, it helps provide quick customer service.

Nachteile

Features that are missing are coming up this year. With social media, it will be more efficient for us to cover all channels of communication.

Vorteile

We've mainly use this for chat and email support as we dont get many calls and has worked great for us so far. The customer support is awesome as well as any questions I have get answered in no time and they really want to help.

Nachteile

I cant really find anything bad so far as this has met and exceeded the needs of our small company exactly!

Vorteile

Different channels to communicate with the customer (phone, chat, email). Good analitics & API integration. Prompt reply from customer support team.

Nachteile

Lack of quick responses (email templates), but they can add features on their roadmap upon request (https://dixa.com/features).

Vorteile

Ease of use. Integrated phone, chat and email. reasonable call rates.

Nachteile

You have to pay for an extra person to be able to monitor staff

Vorteile

The software from Dixa is fantastic. I was able to use it to keep in touch with my local clients back home. It allowed them to call a local number and for a closer relationship with the client.

Nachteile

The cost for me was slightly prohibitive. That is not to say it would not be ideal for a larger business. As I run a small online company it was not viable to continue. I would still recommend Dixa to anyone who moves their business location oversees.