Dixa

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.