Dixa

Excellent performance

Commenti: We have compacted better in the work

Aspetti positivi:

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

Aspetti negativi:

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

Dixa - Great Omnichannel/CRM Software

Commenti: Much better consumer experience because you put the consumer in control if they want to wait for an agent, get a callback or leave a voicemail.
Our channel partners get to the agent supporting them via area code routing and email identification. It give a personalized experience and saves time.

Aspetti positivi:

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.

Aspetti negativi:

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

Be ware of trick-sale upgrades.

Commenti: It started off fine with big promises and no limits to what the software could do. As described earlier, I feel I have been tricked into an upgrade, and a new 2-year binding period, despite our previous commitment.
The soulution we have now, is back to the original, but at an increased price.
If we haven't done this test with the callcenter, we wouldn't have got this increased price pr. agent and we would not have renewed the binding period. Of course I tried to discuss this with our sales contact, but after the sale, he did not want to talk us and referred to an account administrator.
Then I tried to talk to our account manager, but as he said, he knows nothing about our deal and could not do anything. Dixa have many fine words, about their focus is on providing exceptional customer service and nurturing their customer's friendship, but the fact is that we have now found another solution and closed our connection to Dixa, even though we still have to pay a long time for software that we can not use.

Aspetti positivi:

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

Aspetti negativi:

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.

All in one place

Commenti: We have seen a significant improvement in the software compared to what it was when we first
adopted it both in respect of the upgrades and their customer support.
We would like to wish Dixa to continue on this path of improvement to provide their customers with a
product that meets the customers’ evolving needs.

Aspetti positivi:

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.

Aspetti negativi:

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.

Cheap, efficient and all about customization, this is what I can say about using Dixa.

Commenti: It works great for us and I can even call it the best solution we have tried so far. Dixa definitely worth trying, besides, it is free in case you want to try it.

Aspetti positivi:

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 :)

Aspetti negativi:

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.

Scam

Aspetti positivi:

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

Aspetti negativi:

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!

Easy to start and excellent quality

Commenti: We are using the service constantly for one and half year already by our support and sales departments. We really enjoy their service level, and PI phone software! Keep this level please!

Aspetti positivi:

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

Aspetti negativi:

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

Excellent cloud solution for your callcenter with a reasonable cost!

Aspetti positivi:

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.

Aspetti negativi:

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

Phone system with a twist

Commenti: Dixa is a new way to look at contact center as a service. They are great at working with you to make it a great experience. If you are a traditional contact center I would recommend giving them a shot.

Aspetti positivi:

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

Aspetti negativi:

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.

Dixa Review

Aspetti positivi:

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

Aspetti negativi:

I think there should be an android/iOS app

A great software and a great partnership

Commenti: I especially want to highlight the great team behind Dixa and the fact that they are always available and open for feedback. It doesn't feel like we have bought a service, it feels like a great partnership.

Aspetti positivi:

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

Aspetti negativi:

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.

Overall very good customer service system

Aspetti positivi:

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.

Aspetti negativi:

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.

Dixa review

Commenti: We mainly use dixa for our IT helpdesk and we were able to have on system with technicien in different country. We mainly use the call application.

Aspetti positivi:

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

Aspetti negativi:

- 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.

Makes the day a lot easier

Commenti: Very nice. Makes multiple users on the same email alot easier.
Still missing some features like intern chat/messagecenter.

Aspetti positivi:

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

Aspetti negativi:

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!

Excellent customer service and great performance at a hard to beat price

Commenti: Has helped us gain sales by providing awesome customer support!

Aspetti positivi:

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.

Aspetti negativi:

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

easy to implement and manage. easy to use. very good set of features.

Aspetti positivi:

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

Aspetti negativi:

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

It is convenient to use dixa for a call-center and easy to build a team work upon each business proc

Commenti: Dixa allows set up flexible business processes between agents and teams. Also, it is easy to track SLA and provide quick customer service.

Aspetti positivi:

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.

Aspetti negativi:

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.

A great business solution

Commenti: The best thing about this software for us is that it solves a problem with a remote staff member and it is easy to use with good technical support.

Aspetti positivi:

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

Aspetti negativi:

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

Dixa for Business moving oversees

Commenti: The customer support is fantastic. Help is fast and reliable.

Aspetti positivi:

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.

Aspetti negativi:

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.

Easy managable and user friendly interface. Good product. Reasonable Price.

Commenti: Good communication with their team, user friendly interface, smooth API.

Aspetti positivi:

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

Aspetti negativi:

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