Dixa

What is Dixa?

Dixa is a customer service solution that caters to various industries like eCommerce, Retail, Fintech, Insurtech, Travel & Hospitality, Transport & Mobility, Telecommunications, Media & Entertainment, and more. It offers features like multiple channels integration, conversation history on one screen, access to knowledge resources, personalized service, reporting and analytics, quality assurance, agent and team performance tools, built-in phone feature, chatbot feature, Messenger integration, contextual customer view, dynamic knowledge feature, intelligent routing, and more.

Dixa has won awards like the E-Commerce Germany Awards for the 'Best Customers Experience Solution' and 'Best Communication & Engagement Solution'. It has also been recognized as one of the Top 100 Next Unicorns in a global initiative organized to showcase promising scaleups in Europe.

The platform provides tools like the Dixa Conversation Engine for managing customer interactions efficiently through automation and AI tools. It offers features such as conversation automations, a drag-and-drop flow builder, quality assurance tools, and agent team performance analytics. Dixa aims to enhance customer experiences by facilitating multichannel interactions, delivering personalized service, and providing insightful analytics.

Who created Dixa?

Dixa was created by four friends, Jacob, Jakob, Krisztian, and Mads, who founded the company with a vision to revolutionize customer service by focusing on exceptional experiences and building friendships between brands and customers. The company was launched in 2015, with its first channel being telephony. Over the years, Dixa expanded its channels and services, winning awards and raising significant funding. The current senior team includes Mads Blicher Fosselius as the Co-Founder & CEO, Jakob Nederby as the Co-Founder & CPTO, Jacob Petersen as the Co-Founder & Sr. Director of Engineering, and Krisztian Tabori as the Co-Founder & Sr. Director of Marketing.

What is Dixa used for?

• Data Export
• Integrations
• Notes & Tags
• Transfers
• Analytics
• Activity Log
• Mobile SDK
• Customizable Contact Forms
• Contact Form API
• Contacts
• Display external information from CRM or ecommerce platform in Dixa for agent access
• Create, track, and search custom data on conversation level
• Easily scale customer service efforts using multiple Dixa setups for different sub-brands or locations
• Route conversations accurately based on customer data using intelligent routing in Dixa
• Deliver knowledge articles to agents for better customer support
• Automate manual work with advanced conversation automations in Dixa
• Ensure consistent agent information across all systems with SCIM
• Export and monitor activity logs with Activity Log API
• Save time with Bulk Actions applying multiple actions to conversations simultaneously
• Automated routing assistant in Dixa Messenger to better understand customer needs and route conversations to the right agent or queue
• Conversation Overview
• Automate offering conversations to agents based on various factors
• Create custom filters and complex search queries
• Get assistance from colleagues with Side Conversations
• Take notes to keep track of conversations and contacts
• Transfer conversations to other agents, queues, or phone numbers
• Access real-time dashboards for key metrics and performance
• Export data to CSV for analysis
• Connect with various third-party tools
• Add Dixa Messenger to own smartphone application
• Customize language, text, and look of forms
• Create custom filters and search queries for specific conversations and contacts
• Collaborate with colleagues using Side Conversations for expert help
• Add notes to conversations for memory refresh or internal communication
• Transfer conversations to other agents, queues, or phone numbers across all channels
• Access real-time dashboards for key metrics and performance overview
• Export data to CSV for analysis and sharing
• Connect with favorite tools for integration
• Add Dixa Messenger to own app for customer support
• Customize language, text, and forms to fit needs
• Automating conversation distribution to agents based on various factors
• Creating custom filters and search queries for specific conversations and contacts
• Collaborating with colleagues through Side Conversations for difficult customer questions
• Taking notes to aid memory and categorizing conversations with customized tags
• Transferring conversations to other agents or queues across all channels
• Accessing real-time dashboards for key metrics and agent performance overview
• Exporting data for analysis and sharing with stakeholders
• Connecting with various third-party tools
• Adding Dixa Messenger to personalize customer support within own app
• Utilizing features like language customization, form creation, and contact management

Who is Dixa for?

• Ecommerce
• Retail
• Fintech
• Insurtech
• Travel & Hospitality
• Transport & Mobility
• Telecommunications
• Media & Entertainment
• Pet Care & Food
• Health & Wellness
• Baby & Kids' Supplies
• Food & Grocery
• Fashion & Design
• Logistics & Delivery
• Furniture & Interior

How to use Dixa?

To use Dixa effectively, follow these steps:

1. Automate Conversations: Configure factors like preferred agents, business hours, and more to automate how conversations are assigned to agents.

2. Custom Filters and Search: Create custom filters and save them for future use to find specific conversations, contacts, and notes efficiently.

3. Collaborate with Side Conversations: Use side conversations to seek help from colleagues for tricky customer questions while maintaining a linked context.

4. Notes and Tags: Utilize notes and customized tags to categorize conversations and keep track of trending topics without customers seeing them.

5. Transfer Conversations: Easily transfer conversations to other agents, queues, or channels to ensure customers get expert help.

6. Real-time Dashboards: Access real-time dashboards to monitor key metrics, agent performance, and overall team effectiveness.

7. Export Data: Export conversation data to CSV files for analysis, sharing with stakeholders, and comparing with other relevant data sources.

8. Integration with Tools: Connect Dixa with various tools for seamless operation across platforms.

9. Customize and Add Dixa Messenger: Customize the language and appearance of forms and integrate Dixa Messenger into your mobile application for smooth customer support.

10. Continuous Improvement with Feedback: Measure customer satisfaction through CSAT ratings for emails and Dixa Messenger to enhance service quality and reduce churn.

These steps provide a comprehensive guide on how to effectively use Dixa for optimizing customer support and engagement.