Dixa

Alerts (Escalation)

The Alerts (Escalation) feature notifies relevant team members when an issue requires urgent attention or escalation. This proactive approach helps ensure critical problems are addressed swiftly, mitigating risks associated with unresolved issues and improving overall service reliability.

Automated Routing

Automated Routing intelligently directs incoming inquiries to the most appropriate agent or department based on predefined criteria such as expertise or workload. This ensures that customers receive assistance from the right person quickly, solving the problem of inefficient routing that can lead to longer wait times and frustrated customers.

Contract (SLA Management)

The Contract (SLA Management) feature helps organizations define and monitor Service Level Agreements (SLAs) for various support scenarios. By ensuring compliance with agreed-upon response times and service levels, this feature addresses the challenge of meeting customer expectations consistently while fostering accountability within support teams.

Customizable Branding

Customizable Branding lets organizations tailor the look and feel of their Dixa interface to align with their corporate identity. This feature enhances brand recognition and customer trust by providing a consistent experience across all touchpoints. It solves the challenge of maintaining brand integrity in customer communications.

Incident Management

Dixa's Incident Management feature allows teams to track and resolve issues efficiently. It centralizes all incidents in one place, enabling agents to prioritize and address problems based on urgency. This feature minimizes downtime and enhances customer satisfaction by ensuring that incidents are resolved quickly and effectively, addressing the challenge of maintaining operational continuity.

Known Issue Management

Known Issue Management provides agents with a centralized database of recurring problems and their solutions. By having quick access to this information, agents can resolve inquiries faster, minimizing frustration for both staff and customers. This feature tackles the challenge of repetitive issue resolution by streamlining responses for known problems.

Live Chat

The Live Chat feature enables real-time communication between agents and customers directly on your website or application. This instant interaction improves customer engagement and satisfaction by providing immediate answers to questions, addressing the challenge of slow response times in traditional support channels.

Macros (Templated Responses)

The Macros feature allows agents to create and use pre-defined responses for frequently asked questions or common issues. By streamlining communication and reducing response times, this feature addresses the challenge of agent efficiency, enabling them to focus on more complex inquiries while ensuring that customers receive prompt assistance.

Multi-Channel Communication

Dixa's Multi-Channel Communication feature empowers businesses to interact with customers via multiple channels—such as email, phone, chat, and social media—within a unified platform. This flexibility helps companies meet customers where they are, improving response times and overall customer experience while addressing the challenge of maintaining consistency in messaging across different platforms.

Self Service Portal

Dixa’s Self Service Portal allows customers to find answers on their own through an intuitive interface filled with resources like FAQs and instructional articles. This feature reduces dependency on live support, addressing the challenge of high inquiry volumes while empowering customers to solve problems at their convenience.

Social Media Integration

With Social Media Integration, Dixa enables businesses to manage customer interactions across various social platforms seamlessly. This feature allows agents to respond to inquiries or complaints directly from the Dixa interface, ensuring that no customer message goes unanswered. It addresses the challenge of fragmented communication channels by consolidating social media interactions into a single manageable workflow.

Surveys & Feedback

The Surveys & Feedback feature enables businesses to gather valuable insights from customers post-interaction. By using tailored surveys, organizations can measure satisfaction levels and identify areas for improvement. This feedback loop addresses the challenge of understanding customer needs and preferences to enhance service delivery.

Ticket Management

Dixa's Ticket Management system organizes customer inquiries into tickets that can be easily tracked and prioritized by agents. This structured approach ensures that no request is overlooked and helps teams manage workloads effectively, addressing the challenge of handling high volumes of customer queries without sacrificing service quality.

Visitor Targeting

Dixa’s Visitor Targeting feature enables support teams to proactively engage website visitors based on predefined behaviors, locations, or referral sources. It helps agents initiate personalized interactions by identifying users who may need assistance in real time. This targeted approach improves customer experience, increases conversion rates, and reduces bounce rates. Dixa empowers support teams to offer timely help, enhancing both user satisfaction and operational efficiency through intelligent engagement strategies.