Everything you need to deliver unbeatable customer service.
Your customers can choose to get a callback instead of having to wait in a queue. They will keep their place in the queue.
Record calls and play them back later for conversation analysis.
Being cloud-based, Dixa uses VoIP (Voice over Internet Protocol) telephony. We employ the latest in SIP technology to give you the best possible call quality, no matter where in the world you and your customers are.
In and outbound calls
Dixa has both inbound and outbound capabilities. Inbound calls are offered to agents as per your routing rules. They then accept the call with just one click. For outbound calls, you use our dialer.
If you are busy, unable to answer the question, or your colleague is a specialist in a particular field, you can transfer your conversation to another agent. When doing so, you have the ability to write a note for the agent you’re transferring the call to.
Do not worry about your call getting disconnected due to network issues. Our feature ensures you will be reconnected with your customers in seconds. No need to redial!
IVR (interactive voice response)
Easily create IVR menus with up to 12 options and add relevant queues or actions to each of them. Use smart routing to direct your calls to the right teams.
Phone numbers in 160+ countries
With Dixa, you can seamlessly conduct business in many countries and reach your customers almost anywhere. Easily purchase numbers within the interface to grow your business and get local rates at the same time.
Aside from local numbers around the world, we also offer toll-free numbers if you don’t want your customers to pay for the time they spend on the phone with you
Music while on hold
Upload music that represents your company or choose from preexisting tunes.
With simultaneous ringing, you can make any other phone number ring at the same time as Dixa does. For instance, simultaneous ringing works well to ensure you receive calls on your mobile phone if you often find yourself on the move. Say goodbye to missed calls!
Record and upload announcements
Easily record, upload or choose pre-existing announcements from our menu to add to your call flow.
You can even call your colleagues using Dixa! Simply click on their name in the presence overview in the left-hand side of the screen and then click to make the call.
Add voicemail actions anywhere in your call flow. Leave out-of-office greetings or get the information for a callback.
Forward calls to external numbers. Search for contacts or enter a number into the dialer to forward the call.
Set caller ID
Reach out to customers from their local area code. Choose numbers from over 80 countries to deliver a more personalized, familiar customer experience.
Forward a chat or contact form conversation to an external email address.
Rich media messages
Format your messages creatively using our image upload, making chat even more fun and engaging!
Customizable chat widget
Choose a color for your chat widget, its placement on your webpages, and when it should be hidden. Placement options are: Left, right, bottom left, bottom right.
Don’t waste your time writing the same reply over and over again, save your most used replies and insert them instantly into any response.
If you are busy, unable to answer the question, or your colleague is a specialist in a particular field, you can transfer your conversation to another agent. Remember to attach notes to let your colleague know what the customer wants.
When you’re done customizing your widget, we automatically generate a script for you to copy and paste into the html of each webpage you want the widget to appear on. Simple and quick, no coding needed.
More than one widget
For those who need to have different agents answer chats from different pages on your website, you are able to create multiple widgets. Simply copy the code for each widget to the page you need it to appear on. Remember to assign each widget (and agent) to the correct queue.
You can have up to five concurrent chats per agent.
Unlimited chat agents
You can create any number of agents to answer chats free of charge. Similarly, any agent not in a telephony or email queue is free and can have chats transferred to them. This is helpful for employees who aren’t a part of your frontline customer service, except in the case of escalation or forwarding to a specialist.
Nothing’s worse where chat customer service is concerned than having a customer click the widget and get no response. To prevent this, you can decide when to hide the widget. We recommend doing it based on agent availability, but hey, it’s up to you.
See the prior chats and conversations you’ve had with a customer when you accept a new chat from them. Plus, you can access chat history at any time. Use it for reference and to find conversations handled by certain agents, as well as accessing the entire interaction history of an individual customer.
Use a visitor’s URL to determine which widget they see when they initiate a chat. This is especially helpful when routing certain types of conversations to specific employees, as well as when using different messages in your widgets.
Use a contact form so visitors can reach you when you are offline. Please note that you’ll need to set up email in order to receive the messages your customers send.
Add custom signatures with rich media to your email integrations.
Compose emails from Dixa with attachments and tags. With our SPF support you can even send them from your domain.
Send emails from your own domain (i.e. email@example.com) from Dixa.
Forward an email, chat or contact form conversation to an external email address.
Rich media messages
Format your text as you want it to appear, add one or more files, and insert images. This allows you to make email even more fun and engaging!
Forward email to Dixa
Choose which email addresses to use for specific queues so you can assign agents to each based on their skills. Just forward your company emails to Dixa.
Send auto replies to customers when they contact you. This helps manage expectations and can also be used to increase self-service.
Automatically add tags to emails as they progress through your email flow to keep track of what your customers are contacting you about and save time.
Create a standard email template for your company, complete with individual signature and the visual identity you want.
Never sort through your inbox again! Prioritize emails by creating content-based rules in your email flow. Automatically assign inbound emails to specific queues based on the contents of each email or the sender.
Don’t waste your time writing the same replies over and over again, save your most used replies and insert them instantly into any response.
When you’re in a conversation that requires more work or another team’s help, you can mark it with “follow-up” (similar to pending), to set a reminder to respond at a later time. When the time has lapsed, it will be offered to your team as a new conversation.
Reply to email
Reply to customer emails.
As with any kind of conversation, once assigned to an agent, that agent can transfer an email to another colleague.
As an administrator, you can claim, reply to, and transfer email conversations.
First-in, first-out distribution
Do your agents spend a lot of time cherry picking emails? We run first-in, first-out distribution for all kinds of conversations, email included. We’ve found that in the long term, this benefits your customers as each agent improves their skillset and doesn’t waste time going through email inboxes. If an agent is unable to answer an email they can simply transfer it to a colleague. Finally, agents should only be part of queues that receive emails in their area(s) of expertise.
Attach files both ways in an email conversation and retrieve the file at any time by accessing the conversation later on.
We’ve built a lightweight CRM system into Dixa to ensure that you have the tools to provide the best possible service. Dixa automatically creates and updates contacts when visitors or customers start conversations with you. Repeat visitors and contacts are recognized based on the information the CRM-system has. You can also search in and browse contacts and manually update them where needed.
Apply tags to each conversation
Applying tags to conversations can be helpful in many ways, especially when categorizing them. Knowing how large a share of your time certain conversations take can help you proactively improve your customer service.
Callers are recognized based on phone numbers and every other inquiry based on their email address. When you accept a conversation, you get information on the customer’s previous conversations, who they talked to and any notes that have been added to these conversations.
Track your visitors’ information and location. See their URL, and track their browser and devices. You are also able to view their email address, phone number and full name, if you already have this contact in your database.
All conversations are automatically saved by the system. Never make a customer repeat themselves again!
Browse and search in all previous conversations and use filters to find what you need. Filter by customer, agent, and team, to quickly access overviews.
Write wrap-up notes
At any time, you can add a note to a conversation that is viewable by others and will provide important context if a customer gets in touch again.
Search in contacts and conversations
Aside from searching in conversations, you can also search for any contact in the database, whether they’re agents, admins, customers, or companies. Search by name, phone number, email address, and conversation ID.
Drag and drop channel flow editor
Build your ideal call, chat and email experience with our drag and drop style channel flow editors and make real-time changes on the fly. Utilize intelligent routing features for each channel to automate your workflows, save time and provide an exceptional customer experience.
Prioritization of agents
Make sure conversations are offered to the right agent first by setting priorities for each agent in each queue.
Triggers based on wait time
Use wait time in the queue as a trigger for other actions in your call flow. Play announcements and/or forward or send the call to a different queue.
Ensure customers get matched with the right agents. Each agent can be assigned to any number of queues, and our advanced routing and IVR ensures customers land in exactly the right queue with the agent they need. You choose how advanced and detailed you’d like your routing to be. Now go ace those first-contact resolutions!
Prioritization of queues
Prioritize queues to make sure the most important ones are answered first. This is effective if agents are assigned to more than one queue (for instance for multi-skilled agents).
Advanced forwarding rules
Incorporate call forwarding into your call flows, create forwarding sequences, or call a list of numbers at the same time – or just one. You can set forwarding on time-outs to forward the call to someone else if the phone isn’t picked up after a certain amount of time.
Include opening hours for each channel to manage customer expectations. Implement auto-replies for email, announcements for phone, and contact forms for chat when customers reach out outside of opening hours to enhance your customer experience.
Use the same number for different queues in your call flow. Customize call flows with specific opening hours, voicemails, announcements, and more.
Set service levels and alerts
You can set different service levels and alerts for each queue. We’ve included alerts to let you know when: 1) The current longest wait time exceeds your threshold. 2) The minimum of available agents online in a queue is reached. 3) When your threshold for the maximum number of conversations in a queue is reached.
Real-time queue performance overview
See how all your queues are doing in one view. Track average response time, service levels, handling time, as well as longest wait time.
Get a full-screen dashboard with real-time data (for the day) for a queue in just one click.
Historical data through analytics module
Select date range and get historical performance data for each queue with graphs to accompany it.
Conversation list with filters
Get a full list of conversations and filter the information by either customer, agent, or team. Combine it with search to get exactly what you need.
Set priorities for each agent for each queue.
Agent profile with image
Complete contact info for each agent, as well as include an image that can be used externally, for instance in chats. Don’t forget to smile! 🙂
Changing agent roles is easy. Just like any other change, it can be done on the fly. So, if you find yourself in need of one more administrator, you can easily change the role of an agent.
Queues for different teams
Do you have multiple teams? No problem! You can create different queues, for example Sales and Support, with different phone numbers and agents assigned. Our call flow editor and IVR ensures customers are routed to the correct queue.
Set and see presence
You can see the presence of your colleagues, as well as their queue status, and whether or not they have simultaneous ringing activated. You can set your own presence for each channel. If you don’t respond to an offered conversation, your status is automatically changed to ‘away’.
Display customer data such as order detail, tracking information, etc., from your ecommerce platform alongside customer inquiries and avoid jumping between systems to gather context.
CRM & Sales Management
Get all your customer information, including sales data within Dixa to have more efficient, personalized conversations.
Link up messaging channels like Facebook Messenger and WhatsApp to Dixa and deliver quick, unified support.
Make sure your agents have the tools they need to focus and problem solve with integrations to KCS provider, Elevio, and popular status lights.
Visualize your Dixa data alongside additional business metrics to optimize performance.
Access our API here: https://api.dixa.io/. If you’re curious about using it, we recommend you get in touch. We have our devs standing by to provide support!
After a finished chat, the customer can give a thumbs-up or thumbs-down. Agents personally receive a notification with the rating.
After finishing a chat, a customer can also provide feedback in a free-text field. As with ratings, the agent receives this feedback in a notification.