The Agentic CS Platform Behind
Exceptional Ecommerce Brands

Dixa is an agentic customer service platform built for ecommerce brands. It combines an AI agent (Mim) that resolves inquiries end-to-end, intelligent routing that assigns every conversation to the right person automatically, a unified workspace where agents handle all channels from one screen, and analytics that show not just how the team is performing but why customers are contacting you in the first place. 850+ brands across 42 countries use it, including Oliver Bonas, Rapha, Charles Tyrwhitt, and Hobbii.

A helpdesk manages tickets. Dixa manages conversations and there's a meaningful difference. In a ticketing system, messages sit in a shared inbox and agents pick what they work on. In Dixa, every conversation is automatically routed to the best-available agent based on skills, language, and customer priority. Teams migrating from Zendesk or Freshdesk report an average 20% efficiency gain from routing alone, before any AI is deployed.

This is the most common reason brands switch to Dixa. The platform is built specifically for ecommerce companies whose contact volume is outpacing their ability to hire. AI handles the routine, high-volume queries. Intelligent routing makes human agents significantly more productive. The result is a team that can absorb more volume without proportional headcount growth. 38% of Dixa's customer base are fast-growth companies — "can't scale without hiring more" is the defining pain they came in with.

Most Dixa customers described their previous tool the same way before they switched. The gaps usually only become visible under pressure: reporting that can't answer real questions, agents switching between 5-6 systems per interaction, or routing that breaks down during peak season. The question isn't whether your current tool works today — it's whether it'll support your next growth phase. It's worth a conversation if headcount is growing in line with volume and you'd rather it didn't.

Fair scepticism, a lot of AI in customer service has meant chatbots that loop customers in circles. Dixa's AI (Mim) is different in one specific way: it resolves rather than deflects. It connects to your backend systems and completes transactions. For buyers who've been burned by previous chatbot implementations, Dixa offers proof-of-concept testing and references from comparable brands. Hobbii achieved an 81% self-service rate. Dott cut response time by 70%. Greenbow hit 75% automation within weeks.

Dedicated Customer Success from day one, not a ticketing system for your ticketing system. This includes implementation support, ongoing optimisation, and strategic reviews as your operation evolves. In deal evaluations, the partnership model is the highest-converting differentiator Dixa has — when buyers dig into what post-sale support looks like, it's consistently what tips the decision. Customers cite it as the reason they chose Dixa over cheaper alternatives.

Yes. Each brand gets its own routing rules, knowledge base, and AI configuration, while sharing a unified agent pool. This means agents can flex across brands during peaks, and leadership gets consolidated reporting across the full portfolio. For groups managing 5-30+ brands — often through acquisition — this eliminates the one-tool-per-brand problem that creates silos and makes reporting impossible.

Most customers go live in two to four weeks. The platform is configured by CX teams without IT involvement — no developer resources needed for routing rules, workflows, or knowledge base setup. For migrations from Zendesk specifically, Dixa has established playbooks built from experience with hundreds of migrations. 70% of Dixa customers came from Zendesk.

No. Dixa imports conversation history from previous platforms, so your team retains access to past interactions. One thing worth noting from the data: 83% of companies worried about losing historical data also describe their current platform's reporting as poor — meaning the data they're concerned about isn't being used productively anyway. The migration preserves it. What Dixa adds is the ability to actually use it.