Tickets have been used for customer service since the 1990s, but the days of impersonal ticket-based communication have passed. Customers now expect quick, convenient and personalized interactions with brands. In fact, 66% of consumers are likely to switch brands if they feel treated like a number, not an individual.
This calls for a shift towards a conversational approach to engage with customers. Traditional support tools were developed for managing tickets - they weren't built for modern communication. But, Dixa is.
Dixa’s conversational customer service software empowers teams to deliver great omnichannel experiences for customers in a personal and efficient manner.
A ticket, by its very nature, is mainly transactional and works well in facilitating a practical resolution. But today’s customers expect more than just a practical, impersonal transaction. The perception of the customer’s support experience is no longer based on how a “ticket” is processed, but rather by how the customer is made to feel and the experience they have. This is conversations make a difference.
Dixa's channel-neutral software enables continuous friction-free conversations, allowing support agents to deliver a personal response to every customer, on their channel of choice.
Rising consumer expectations has amplified the demand for an omnichannel customer experience by the need for near-perfect execution. Today's agents have to be well-prepared and equipped with the right tools and knowledge to solve a diverse set of customer problems. They are required to meet these tough demands while toggling between multiple screens and using systems that don’t share relevant information.
With Dixa, agents take a customer-centric approach over an incident-centric one. They have access to a holistic customer view, including past interactions from all digital channels. With omnichannel tools that wrap every channel, and all needed customer data into a single interface, agents are agile, more robust and better efficient in delivering great customer experiences and boosting retention.
Every customer is unique and so is their journey. And, as the customer interaction progresses through the journey, so should the seamlessness of the conversation from one touchpoint to another. Dixa’s intelligent omnichannel routing ensures that customer conversations continue without interruption as they move between touchpoints. It takes a predictive data-driven approach to recognize journeys, segment customers and personalize routing treatment.
It also allows definition of priority queues so that your most critical customers are handled immediately. Agents can also be prioritized to ensure customer conversations are directed to the right agent first, at the right time.
Say goodbye to IT! Built with usability top of mind, Dixa empowers customer service teams to take control of their setup and make changes on the fly. Consistently voted #1 by our very own users in usability and implementation, we strive to make our platform as intuitive as possible so agents and admins can focus on the customer, not the software.
Don’t just take our word for it, check out some reviews by our very own users to see why we are the best Freshdesk alternative out there!
We want you to be successful in building a strong and loyal customer base, never having to worry about your customer service software, so we’ve made sure to always have your back. This is why Dixa has Customer Success and Customer Experience teams ready to help you from the moment you become a user and beyond. Our customers are more than partners - they’re our friends.
Here are a few resources to help you learn more about why we believe conversations are the future!