You’re probably here because you’re looking for something like this:
Choosing the right software for your customer service isn’t easy. There are a lot of companies in the space, in particular those labelling themselves helpdesks, of which Zendesk is probably the most well-known, so we thought we’d take some time to show you how we’re different from them and why, ultimately, you shouldn’t choose a ticketing system.
Now, both Zendesk and Dixa offers what’s stated in those first two bullet points, but we’re fundamentally simpler than Zendesk. And more affordable. Read on for the main differences as we see them.
Zendesk was born as an IT-helpdesk. That means their solution is made for customer service organizations who run at least two tiers of support: Those on the frontline who talk to the customer and those in other departments who end up solving the customer’s issue. If your support isn’t organized in this way, working with tickets is a waste of your time. Even if it is, in some cases you still shouldn’t be looking for a ticketing system.
The primary goal of any customer service team is helping your customers in a way that leaves them happy and satisfied. The one single metric that’s most correlated with customer satisfaction in all the studies we’ve seen over the past 20 or so years is First Contact Resolution (FCR). As it turns out, answering your customer and solving their issue immediately, at the first contact, is what you should be doing. That begs the question “why do you need a ticket for that”? The truth is, you don’t.
Dixa organizes the entire platform around the customer conversation. You can still categorize and tag it, write notes for it, transfer it, put it on hold, get stats on it, etc. We’ve designed Dixa this way to keep the platform as simple to work with as possible and retain the customer as your focus with as few distractions as possible.
Comparing prices between different solutions can be a bit of a hassle. Here we do it for you - as honestly as we can.
These are examples of comparable solutions in which Zendesk customers currently get one thing that you won’t with Dixa: Social media as a channel (we’re working on it, and we’re bringing in review sites as a channel too). Apart from that we’re quite comparable. We even use the same worldwide VoIP platform, Twillio, for our voice solutions.
That’s 62% cheaper when comparing plans with similar features (call recording is an add-on with us whereas it’s included with Zendesk, but it costs the same). Why is Zendesk so much more expensive? Well, uhm… We honestly don’t know. To be fair, Zendesk was built for larger companies. So let’s have a look at an actual customer service team.
For this team size and call usage Dixa is 33% cheaper. In this example, the team has selected a pre-paid plan for 30,000 inbound minutes per month, which saves them 18%. A team with these needs can’t get any discounts with Zendesk. Both these teams might want to add more employees from other departments that they want to loop into conversations from time to time. In Dixa that’s free. In Zendesk you might have to pay a bit for each of these “light agents”.
Finally, our outbound cost within the US is $0.015 per minute for most locations whereas Zendesk’s is $0.025.
One of the absolute pains in customer service is cherry-picking. You know, those emails and cases sitting forever at the top of your inbox that noone wants to answer because they look really complex? Yeah, those.
We’ve found that you can save up to 20% of your time working with emails if your agents don’t have to go through emails in a shared inbox. Instead, we route emails just like we do incoming phone calls and chats. Agents simply finish one conversation and then get offered another. Our routing makes sure the customer is connected to the right agent. Should you need to, admins can distribute any unassigned conversations.
Zendesk is quite complicated and can be clunky to work with. It didn’t used to be. It used to be the platform that claimed that very same thing of their competitors. But that time has passed - we’re part of a new breed of customer service software that is much easier and faster to use. Of the new breed cloud solutions, we’re the only ones who offer a voice solution on top of other channels.
We can’t very well show off Zendesk’s interface here, but we can show you our own. This is what you get:
We work hard to make Dixa as easy to use as possible for both admins and agents.
For admins that means making changes to your setup on the fly is anyone’s business. For agents it means keeping the focus where it’s supposed to be: On the customer conversations without the added distractions of tickets, shared inboxes and having to switch tabs all the time.
This comparison was made on July 5th 2017. Any changes that Zendesk might make will take a bit of time for us to incorporate here, so we encourage anyone to check up on prices and features and not just take our word for granted.
In fact, don’t take our word for it. You can try Dixa out for free, and we’ll be happy to set up your trial account for you if you don’t think you have the time.