Trusted by 850+ brands across 42 countries

Miinto
mejuri
rapha
dott
Mytheresa
monica-vinader
gls
allsaints
monese
outnorth
mindful-chef
charles-tyrwhitt
clubl
freddie's flowers
PastaEvangelists
loaf
oliver bonas
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qpark
fabfitfun
adanola
organicbasics
mammaly

Why brands switch from Freshdesk to Dixa

One system, not ten stitched together

Freshdesk bolts together separate modules; email, chat, phone, all built in silos then integrated after the fact. Dixa was architected as one platform from day one. Every channel, every conversation, every customer data point lives in one workspace.

Agentic AI that closes the loop

Freshdesk's bot suggests articles and hopes customers help themselves. Mim processes refunds, updates orders, and answers FAQs, end-to-end, across chat and email. When a conversation needs a human, your agent sees the full history from the start.
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A CSM who knows your business

Freshdesk support is slow and stretched thin. Dixa assigns a dedicated success manager who learns your business, runs quarterly reviews, and helps you optimize workflows. When peak season hits, they're already in your corner.

"We nearly doubled our productivity per hour after switching."

Oliver Bonas, the UK fashion and homeware retailer, switched from Freshdesk to give their agents a centralized workspace with all the information they need on one screen. With Dixa's AI-driven routing, they now automatically prioritize VIP customers and route conversations based on contact reason—dramatically improving productivity and reducing peak-season hiring.

  • Unified all channels into one agent workspace
  • AI routing prioritizes VIP customers and divides queues automatically
  • Reduced peak-season hiring by up to 30 agents
2x
productivity per hour
90%
customer satisfaction
12"
average response time (phone)
Read case study

One platform, every part of your CS operation

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Unified Conversations

Dixa Channels

Customers reach out on chat, email, phone, WhatsApp, and social. Every conversation lives in one place with full history, so customers never have to repeat themselves and your team never loses context.

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Workflow Automation

Dixa Conversation Engine

Conversations reach the right person based on skill, language, or priority. Build routing rules and automations visually without code, and stop spending time on manual triage.

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Agent Workspace

Dixa Team Hub

Orders, past conversations, loyalty status, and AI-suggested replies, all in one screen. Your team resolves issues faster, and new hires get up to speed in days instead of weeks.

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Performance & QA

Dixa Discover

Every conversation scored automatically against your criteria. Spot trends, surface coaching opportunities, and track performance across teams and channels, without manual review.

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Mim AI Agent

Mim resolves routine inquiries on live chat and email without human intervention. It learns from your knowledge base, handles refunds, tracking, and order changes, and hands off complex issues with full context.

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AI Co-Pilot

AI assistance built into every conversation. Co-Pilot suggests replies, improves drafts, translates on the fly, and surfaces relevant knowledge articles, so your team responds faster and more accurately.

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Dixa vs Freshdesk: Feature by feature

Feature
Agent workspace
AI type
AI resolution
Routing
Architecture
Pricing
Customer support
Focus
Voice
Reporting
Dixa
Unified view, all channels
Agentic AI (Mim)
Processes refunds, updates orders
Intelligent, channel-agnostic
Natively unified
Transparent, predictable
Dedicated CSM for all
Built for B2C ecommerce
Native, built-in
Real-time, actionable
Freshdesk
Separate views per channel
Chatbot (suggests articles)
Deflects to knowledge base
Basic queue-based
Siloed modules integrated together
Complex tiers, hidden fees
Complaints about slow help
Jack of all trades (B2B + B2C)
Separate product (Freshcaller)
Disconnected, slow to access

See how Dixa compares to other platforms

GorgiasKustomerGladlyIntercomZendesk

Hear from our customers

During peak times we had up to 4 agents a day spending their full time manually tagging and assigning tickets to the right teams. Today we don't need any! Dixa automatically tags all conversations, regardless of channel, to categories so they get redirected into the right queue."
Benedikt Peine
Unit Lead Service at Celebrate Company
75%
shorter onboarding
90%
calls answered <30s
90%
increase in CSAT
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Read customer story

Rapha

+22%
efficiency
+14%
CSAT
+17%
retention
Read customer story
"Thanks to Dixa, every agent we hired—either for a season or in a full-time role—was fully ramped up within a few weeks, and that's very important for the business because seasonal agents are 30% more expensive."
Roger Sandmeier
Customer Service Manager of tink
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Read customer story

Ready to do more than "good enough"?

See why brands like Oliver Bonas switched from Freshdesk to Dixa.

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Frequently Asked Questions

Is Dixa better than Freshdesk for ecommerce?

For ecommerce brands, Dixa offers a natively unified platform versus Freshdesk's siloed architecture. Dixa's AI resolves issues end-to-end (refunds, order updates) rather than deflecting to articles, and every customer gets a dedicated success manager—regardless of account size.

What's the difference between Freshdesk AI and Dixa AI?

Freshdesk's AI is a chatbot that suggests knowledge base articles. Dixa's AI (Mim) is an agentic AI that autonomously resolves customer inquiries—processing refunds, updating orders, answering FAQs—then hands off to agents with full context when human judgment is needed.

Can Dixa replace Freshdesk for a growing ecommerce brand?

Yes. Brands like Oliver Bonas switched from Freshdesk to Dixa and doubled their productivity per hour while maintaining 90% CSAT. Implementation typically takes 2-4 weeks with hands-on onboarding support.

How long does it take to switch from Freshdesk to Dixa?

Most brands migrate from Freshdesk to Dixa in 2-4 weeks with dedicated onboarding support. Dixa's intuitive interface means agents are productive within days.

Does Dixa have native phone like Freshdesk?

Yes—and it's built into the core platform. Freshdesk requires Freshcaller as a separate product. Dixa's native VoIP means calls appear in the same queue as chat and email, with full customer history attached.

Why are brands leaving Freshdesk for Dixa?

Common reasons include Freshdesk's siloed architecture (separate modules stitched together), disconnected reporting, slow customer support, and AI that suggests articles rather than resolving issues.

What is agentic AI for customer service?

Agentic AI goes beyond chatbots that suggest articles or route conversations. An agentic AI like Dixa's Mim autonomously resolves customer inquiries—processing refunds, updating orders, answering FAQs—and intelligently hands off to human agents when judgment or empathy is needed.

Which customer service platforms are leading in AI for ecommerce?

Platforms leading in AI for ecommerce customer service include Dixa (agentic AI that resolves end-to-end), along with Zendesk, Intercom, and Gorgias. Dixa differentiates with AI that takes action (refunds, order updates) rather than deflecting to knowledge base articles.