Who will you be getting help from?
Our customer success managers are experienced managers from the industry who understand all the processes related to running a support team, as well as the technology used to support those processes. Aside from getting help with Dixa, you can also get expert advice on creating the best customer experiences and most efficient processes.
Leading up to, during and a couple of weeks after the go live phase, you will have a direct line to a designated customer success manager. He or she will act as your single-point-of-contact and will provide assistance in setting up your account, training your staff, etc.
Once the go live phase is successfully completed, both your admins and your agents will be able to get help from our support team for support issues. This is simply to ensure the fastest possible response time. Your customer success manager will still remain in the loop and can jump in to help when needed.
How does training work?
We mostly train both agents and admins directly, but we also offer a “train the trainer” program. Both onsite and remote training are available.
Training agents and admins generally only takes an hour for each group.
As part of the training, we can also create a guide on how to use Dixa that’s specifically customized for your company. We find that this works well as a quick reference during onboarding.
Feedback & feature requests
We continually improve Dixa based on our customers’ feedback. We’ll invite your admins to our feedback platform where you and other Dixa customers can request & prioritize new features. These are reviewed weekly by our product team, who will also notify you when the status of features you’ve expressed interest in are updated. Lastly, you will get full access to our development roadmap.
How to get a customer success manager
Once you’ve created your account you’ll hear from our customer success team. Sometimes – depending on your needs – your customer success manager will be in touch early on. Other times you’ll meet him or her once you’re done testing and have made a decision to go forward with Dixa.