Dixa Customer Success &  Onboarding

Our experienced customer success managers exist to help with everything you might need - up to, during and after go live.

What to expect each step of the way

1. Onboarding

Get ready for go live

  • Help setting up your Dixa account
  • Training of your customer service team*
  • Train the trainer*
  • Porting of phone numbers
  • Assistance with phone announcements & routing
  • SPF verification of email domains
  • Coordination of go live*
Your contact will be:
Customer success manager

2. Go Live

What to expect the day of

  • Support readily available to assist you with anything you may need while going live
  • On-site presence*
  • Troubleshooting of any kind if issues occur
Your contact will be:
Customer success manager

3. Go Live Evaluation

Follow up and continued roll-out

  • Collection of feedback from go live experience
  • Help tweaking your setup to make sure it fits your needs
  • Support of a tiered roll-out plan:
  • Adding more channels
  • Adding more countries
  • Porting of phone numbers
  • Assistance from the customer success manager as your single-point-of-contact
Your contact will be:
Customer success manager

4. Ongoing Support

Forever
Support & feature requests

  • Support for both admins and agents:
  • 24/7 in-app chat support
  • 24/7 email support
  • Daytime phone support (CET)
  • Access to our customer feedback platform which includes feature requests, a direct line to our product team and access to our roadmap
  • Bug reports
Your contact will be:
Dixa Support for support issues
Dixa customer feedback platform for feature requests
* This can incur a consulting fee. As a rule of thumb on-site presence and training is not included in the price.
The information above is just an outline of what resources are available to you. If you have specific needs that are not covered here, we’ll work with you to accommodate those needs as well. We anticipate having chats with customers about specific needs and requirements during the trial period and throughout the decision making process as well. Just remember, you can always contact your customer success manager to get specialized assistance.

Who will you be getting help from?

Our customer success managers are experienced managers from customer service who understand the industry and all the processes related to customer service 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 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.

Your 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 our product team, who will also notify you when the status of features you’ve expressed interest are updated. Lastly, you will get full access to our development roadmap.

How to get a customer success manager

Once you’ve signed up for our free trial and 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.