Trusted by 850+ brands across 42 countries

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rapha
dott
Mytheresa
monica-vinader
gls
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monese
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clubl
freddie's flowers
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Why ecommerce brands choose Dixa over Kustomer

Live in days, not months

Kustomer's flexibility comes with complexity—users report steep learning curves and the need for dedicated admins or consultants. Dixa deploys in days with hands-on onboarding. Your team masters the platform in hours, not weeks.

Agentic AI that works immediately

Kustomer IQ routes and suggests. Mim resolves (refunds, order updates, FAQs) end-to-end across all channels. No technical setup required. Your AI is working from day one.
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Reporting you can trus

Kustomer users call reporting their platform's "biggest weakness." Dixa surfaces real-time insights: agent performance, trending issues, CSAT data that updates as conversations happen.

One platform. One global team. No silos.

Rapha wanted to become a global #OneRapha team, but their previous platform kept channels and regions fragmented. With Dixa, agents across the UK, US, and APAC work from one unified workspace. No more siloed systems. No more lost context between teams.

  • Unified all channels and regions into one workspace
  • Agents see full customer history regardless of location
  • Eliminated tab-switching and duplicate work
+14%
improvement in CSAT
+22%
increase in agent efficiency
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 Kustomer: Feature by feature

Feature
Time to value
Learning curve
Reporting
AI resolution
QA tools
EMEA support
Phone
AI type
Target market
Data residency
Dixa
Days with hands-on onboarding
Intuitive, mastered in hours
Real-time, flexible, reliable
Processes refunds, updates orders
Built-in (Dixa Discover)
Established (Copenhagen HQ)
Native VoIP, built-in
Agentic AI (Mim)
Mid-market ecommerce
EU and US options
Kustomer
Weeks/months, requires consultants
Steep, needs dedicated admin
"Biggest weakness"—inaccurate
Routes and suggests
Requires separate tools
Just opening UK office
Available but complex setup
Kustomer IQ: routing and suggestions
Enterprise with technical resources
US-centric

See how Dixa compares to other platforms

GorgiasGladlyZendeskIntercomFreshdesk

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 for power without the complexity?

See why brands choose Dixa when Kustomer feels like overkill.

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Frequently Asked Questions

Is Dixa better than Kustomer for ecommerce?

For ecommerce brands without dedicated technical resources, Dixa offers faster deployment, agentic AI that works out of the box, reliable real-time reporting, and established European support—versus Kustomer's steep learning curve and complex setup requirements.

What's the difference between Kustomer IQ and Dixa Mim?

Kustomer IQ focuses on routing conversations and suggesting responses. Dixa's Mim is an agentic AI that autonomously resolves customer inquiries—processing refunds, updating orders, answering FAQs—without requiring technical configuration.

Does Dixa have better reporting than Kustomer?

Yes. Kustomer users frequently cite reporting as the platform's biggest weakness. Dixa provides real-time analytics on agent performance, queue health, and trending issues—with data you can trust and act on immediately.

Does Dixa require technical resources to set up like Kustomer?

No. Kustomer's flexibility requires dedicated admins or consultants. Dixa deploys in days with hands-on onboarding—your team masters the platform in hours without technical expertise.

Is Dixa's reporting better than Kustomer?

Yes. Kustomer users frequently cite reporting as the platform's biggest weakness—inflexible and unreliable. Dixa provides real-time analytics on agent performance, queue health, and trending issues that update as conversations happen.

Does Dixa have European support like Kustomer?

Dixa is headquartered in Copenhagen with established EMEA support and local account management. Kustomer is just opening its first UK office—Dixa has supported European brands for years.

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.