Our drag’n’drop call flow editor quickly and easily allows you to:
Activate simultaneous ringing for each employee and combine it with call forwarding rules to make sure you never miss a call.
One of the mainstays of excellent customer service is connecting the customer with the agent best equipped to solve the customer’s problem. And most importantly, to do so the first time consistently. We’ve taken that to heart with our call flow editor that’s both easy to use and allows you to customize call distribution and forwarding to your needs.
One of the mainstays of excellent customer service is connecting the customer with the agent best equipped to solve the customer’s problem. And most importantly, to do so the first time consistently. First contact resolution, or FCR, is the single highest correlated metric with customer satisfaction. We’ve taken that to heart with our call flow editor that’s both easy to use and allows you to customize call distribution and forwarding to your needs.
Select your own color for the widget and preview it in both minimized view and conversation view on both desktop and mobile.
Select where to place the widget on your website. Options are: Left, right, bottom left, bottom right.
You can set the chat window to appear:
Dixa allows you to set service levels for each queue and get real-time reporting. You can project dashboards onto screens with our TV-mode. For each queue track:
Knowing how well you serve your customers is a big part of customer service and workforce management. We make historical data accessible through our analytics module, where you get statistics for each queue for any date range you want.
See how many conversations you've handled, your average waiting and handling time and much more.
We did not forget about the agent experience. We’ve found from personal experience that spending time navigating in and mastering complex systems is rarely well spent. We want agents to focus on the conversation - not the software - and therefore great usability will forever be on our radar when designing Dixa.
Once an agent accepts a conversation, any information we have on the customer is immediately available as well as any notes previously written.
Being cloud-based, Dixa scales both up and down with you. If your call volume grows and you have to add more agents, you can do so instantly and Dixa will keep up with you.
The same thing applies to all the changes and purchases you make: They happen on the fly.
You can add or remove agents, queues, phone numbers and paid-for features as you please, and it will be reflected in your billing the following month.
Also, there’s no setup fee and you won’t ever have to pay for servers or maintenance. Finally, agents are free as long as they aren’t placed in a queue to directly receive inbound calls.
No one wants to be treated like a number, and no one wants to have to update a customer service rep on their history or priorities.
To meet this expectation, we’ve designed a simple and lightweight CRM and built it into the agent interface. It enables recognition of the customer and allows you to see their data and conversation history as well as supply each with notes for important information.
It’s powered by a search function that works across customers, businesses, all their data, contact info and conversation IDs. This allows you to find what you’re looking for quickly and seamlessly.