Avoid wasting time sorting through shared inboxes and handle emails by automatically routing them straight to agents who get a notification to accept the email.
View customer details such as order history, delivery tracking and contact history instantly. No need to switch between systems to look up customer data.
Know your customers’ conversation history and data from the second they reach out through contact recognition and deliver quick, personal support.
To avoid cherry picking (agents spending time picking the easiest emails), we decided to route all conversations directly to agents.
By automatically routing conversations, agents can focus on the customer instead of the software and provide quicker support.
This ensures that no matter which channel a customer reaches out on or how complicated their issue is, they receive the attention they deserve from the start.
By pushing customer emails straight to available agents, no customers are ever forgotten. Agents will continue to receive offers for emails until an email has been assigned to a specific agent. Get a feel for the agent experience when working with Dixa in this quick walkthrough.
Increase speed & efficiency with no extra work
Queue emails and route them automatically to the most qualified agents based on your priorities and the agents’ skills to improve first contact resolution.
Recognize your customers the second they reach out based on email address and phone numbers to provide personalized support.
Track email specific stats to see how many conversations your team receives and answers and export detailed historical analytics.
Set specific service levels for each email queue and track your team’s daily performance. Display real-time stats on wall displays for better visibility.
Save time writing the same responses over and over again by inserting commonly used replies and phrases instantly while writing emails.
Utilize auto replies to manage customer expectations and increase self-service. Easily alter templates including custom signatures on the fly.
Transfer emails to other team members, claim emails for yourself, write internal notes and see who customers have previously talked to.
Both send and receive emails from your own email addresses within the interface to create a familiar customer experience.
Direct multiple email addresses to Dixa and manage all inboxes in one browser window with different queues (and stats) for each.
Summarize conversations in notes and add tags to bring others up to speed on a conversation and its context.
Everything you need in one browser window.
Built in CRM with contact recognition that automatically logs conversation history.
Integrations for any order processing system, allowing agents to view customer order details without having to look up the customer.
Free chat solution for your website for all customers using email, including a customizable chat widget and offline contact form.
Unlimited conversations for free. Don’t worry about hidden charges or your software coming in between you and your customers again!
Concurrent conversations for all agents. You decide how many email conversations agents are able to work on at the same time.
“The fact that Dixa had no starting costs and could grow with us was important.”
– Peter Howarth, Technical Director
“One of the most important things for us is that our customer service reps have a good working experience.” – Iman Safari, Head of Subscribers
“We were looking for virtual call center software that could be used both remotely and on-site.” – Susan Emmons, Customer Service Manager