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Reasons why brands choose Dixa vs. Freshdesk

The days of impersonal ticket-based communication have passed. Customers now expect quick, convenient and personalized interactions with brands they support. This shift calls for a conversational approach to customer support with an omnichannel platform like Dixa.

Channel-neutral conversations beat tickets.

A ticket, by its very nature, is mainly transactional and has worked in the past in facilitating a practical resolution. But today’s customers expect more than just a practical, impersonal transaction. They expect a highly personal, omnichannel customer experience. In order to achieve this, support teams must be able to accurately prioritize and route every single customer inquiry to the right agent at the right time, regardless of the channel used.

Dixa’s channel-neutral software enables continuous friction-free conversations, allowing support agents to deliver highly personal responses to every customer, on their channel of choice.

A better AX for a better CX.

Rising consumer expectations has amplified the demand for an omnichannel customer experience by the need for near-perfect execution. Today’s agents have to be well-prepared and equipped with the right tools and knowledge to solve a diverse set of customer problems. Unfortunately, traditional ticketing systems like Freshdesk leave agents toggling between multiple tabs and using systems that leave data scattered. 

A great customer experience starts with a great agent experience. That’s why Dixa unifies communication channels and customer data, providing agents with a holistic customer overview in a single view. This way agents have the context and tools to provide quick, personalized service every time.

“We had an aspiration before Dixa to become a global #OneRapha team. In order to unlock that opportunity, we needed a platform that was within the same mindset around not having siloed ways of thinking and working. Dixa has provided us with this one-screen wonder.”
Rob Pierce, Customer Operations Director at Rapha

Intelligent omnichannel routing.

Every customer is unique and so is their journey. The problem is, ticketing systems lack the flexibility to customize journeys based on your unique business needs. Instead customer inquiries get stuck in silod channels and support teams risk missing customers in critical need of help due to an inability to properly prioritize conversations.

Dixa’s intelligent omnichannel routing ensures that customer conversations continue without interruption as they move between channels or agents. It takes a data-driven approach to recognize journeys, segment customers and personalize routing  so the right inquiries reach the right agents at the right time based on rules you set.

Best-in-class usability and implementation.

Say goodbye to IT! Built with usability top of mind, Dixa empowers customer service teams to take control of their setup and make changes on the fly. Consistently voted #1 by our very own users in usability and implementation, we strive to make our platform as intuitive as possible so agents and admins can focus on the customer, not the software.

Don’t just take our word for it, check out some reviews by our very own users to see why we are the best Freshdesk alternative out there!

24/7 customer support!

We want you to be successful in building a strong and loyal customer base, never having to worry about your customer service software, so we’ve made sure to always have your back. This is why Dixa has Customer Success and Customer Experience teams ready to help you from the moment you become a user and beyond. Our customers are more than partners – they’re our friends

Discover a better way to support your agents and customers with Dixa