We are very proud to share that we’re off to a stellar start of the year with 45 new G2 badges and awards! These badges are like virtual high-fives from our fantastic customers. They highlight our commitment to helping you create seamless service experiences for your teams and customers, building lasting loyalty. 

What is G2? 

G2 stands as the largest software review platform globally, attracting an impressive 80 million active users annually. Known for its commitment to authenticity, G2 relies on verified reviews from real users, establishing a trustworthy source for unbiased insights into each product.

G2 delivers comprehensive quarterly reports, serving as a valuable resource for users seeking to assess software, conduct comparisons, and monitor the growth and momentum of various solutions. This platform functions as a strategic tool for informed decision-making in the software landscape.

What G2 awards has Dixa received? 

G2 badges and awards serve as recognition and achievement symbols granted to software products and companies. They are earned based on their performance and user feedback on the G2 platform. These badges acknowledge excellence across different categories within the software and technology industry.

In the G2 Winter report, users awarded Dixa 45 badges in 10 different categories:

Intelligent Virtual Assistants 

Contact Center Quality Assurance

Conversational Support

Live Chat

Help Desk

Contact Center Workforce

Contact Center

Customer Self-Service

Knowledge Base

Digital Customer Service Platforms

What are our customers saying?

Our latest G2 reviews showcase the incredible feedback our customers have shared about their experiences with us:

“Dixa is an exceptional program for Customer Care that offers user-friendly features for both administrators and agents. As an E-commerce business catering to diverse languages, Dixa provides us with an excellent overview of all our conversations, enabling seamless flows that consider language nuances and contact triggers. Its agent-friendly interface requires minimal training, allowing agents to efficiently navigate and engage. Agents also appreciate the ability to track their own performance.”

“I like how easy Dixa is for my agents. I’ve been a spokesperson for Dixa for many years about intuitive, easy workflow, and general focus on agent needs. The queue setup is amazing, and the way that their system makes agent work seamlessly, and really be the best version of themselves.”

“Dixa is a great platform for combining all of your contact center channels into one, easy to navigate space. Interacting with customers through chat, email, text and phone is smooth and simple. The functions are user-friendly and the Support Team is always very responsive when it comes to any issues with performance. The Analytics feature is great and very helpful to monitor agents for Quality and Performance.”

“Dixa has one of the best user interfaces, and is very easy to work in. It has some excellent functions, which can help organize your agents workflow to a maximum. It offers several great ways, to handle calls, chats and e-mails.”

Thank you!

We’d like to thank our wonderful customers for dropping a review! We’re very excited to keep supporting you in delivering effortless service experiences that foster loyalty.

See what our customers had to say about Dixa in Fall 2023 and Spring 2023.

Fall is here, and brought along 34 new G2 awards! We are extremely proud to show them off as they are a symbol of our continued commitment to empowering our customers to provide a seamless CX.  

What is G2? 

G2 stands as the largest software review platform globally, boasting an impressive active user base of 80 million individuals per year. 

G2 is a valuable resource for businesses and professionals looking to make informed decisions about software and technology investments. It allows users to gather insights from their peers and access information that can help them choose the right solutions for their specific needs.

What G2 awards has Dixa received? 

G2 offers quarterly reports designed to help users assess software options, make solution comparisons, and monitor the growth and momentum of these tools.

G2 badges and awards are recognition and achievement markers given to software products and companies based on their performance and user feedback on the G2 platform. These badges and awards serve as a way to highlight and acknowledge excellence in various categories within the software and technology industry. 

In the G2 fall report, users awarded Dixa 34 badges for:

Conversational Support 

Customer Self-Service

Contact Center

Contact Center Workforce

Live Chat

Help Desk

Users Love Us

What are our customers saying?

Our customers have amazing things to say about us! Check out some of our latest G2 reviews:

“Dixa is an exceptional program for Customer Care that offers user-friendly features for both administrators and agents. As an E-commerce business catering to diverse languages, Dixa provides us with an excellent overview of all our conversations, enabling seamless flows that consider language nuances and contact triggers. Its agent-friendly interface requires minimal training, allowing agents to efficiently navigate and engage. Agents also appreciate the ability to track their own performance.”

“I like how easy dixa is for my agents. I’ve been a spokeperson for Dixa for many years about intuitive, easy workflow, and general focus on agent needs. The queue setup is amazing, and the way that their system makes agent work seamlessly, and really be the best version of themselves.”

“Dixa is a great platform for combining all of your contact center channels into one, easy to navigate space. Interacting with customers through chat, email, text and phone is smooth and simple. The functions are user-friendly and the Support Team is always very responsive when it comes to any issues with performance. The Analytics feature is great and very helpful to monitor agents for Quality and Performance.”

“Dixa has one of the best user interfaces, and is very easy to work in. It has some excellent functions, which can help organize your agents workflow to a maximum. It offers several great ways, to handle calls, chats and e-mails.”

Thank you!

We’d like to thank our wonderful customers who took the time to leave a review. We’re looking forward to continuing to support you in providing effortless service experiences that unlock loyalty!

See what our customers had to say about Dixa in Spring 2023 and Winter 2023.

Dixa is different. Our customers are different. And, of course, our approach to technology is different. That’s why, when we launched our first bleeding-edge AI features earlier this year, our approach and focus were different from the rest of the industry. 

While other industry leaders focused on software to deflect (one of my least favorite words, ever) customer service queries, Dixa started with a more multifaceted approach. An approach that started with the humans at the center of customer experience. This led us to build a suite of tools that improve experiences for customers, agents, and service leaders. These features do more than improve efficiency, they make life a little easier, a little better, and a little more delightful for humans. 

That’s why today, I’m particularly proud to share more about our vision and philosophy for AI — something that we call our Human + Artificial Intelligence (HAI) approach. 

The choices we make with AI

There’s a lot of doom and gloom predictions about AI. I’ve sat in rooms with CTOs who have detailed their plans for drastic workforce reductions. I’ve talked with CEOs about “when they can fully automate the customer service function.” And, like everyone else, I’ve heard the talking heads on TV threaten mass unemployment and major societal disruption. 

Here’s the thing: that future might be possible. But it’s not inevitable. I don’t even think it’s probable. Humans are still better at solving complex problems. Humans understand fine distinctions. Humans are up to date on current events and emerging trends. And most importantly, humans crave connections with other humans. I’d still rather talk (or chat) with a person in a critical customer support situation. There are times when we want to know that someone else understands our problem and wants to help us fix it. 

And it’s not just that humans are better than AI at some things. We have a choice about how we leverage new technologies and the role they take in society. I think this tweet sums up my stance pretty well:

At Dixa, friendship is our DNA. We’re a company founded by customer service professionals for customer service practitioners. We build tools to make customer service as easy and natural as talking to a friend — because we believe that connections between humans are important. 

Our customers agree. Far and away, the biggest common thread between our customers is that they love their customers. Whether they’re selling pet supplies, meal delivery services, insurance, great sporting gear, or designing bespoke vacations they know that connecting with their customers is critical to their brand. That’s why humans are at the heart of how Dixa looks at AI. 

Tools should make humans better at work

Look, I’m a product and engineering guy — so I’m also trying to understand how AI will affect my job, and the people that I work with everyday. Maybe it’s just me navel-gazing, but one of the most compelling use cases I’ve seen for AI is its application in software development. 

And because software people are generally obsessed with data, we are already seeing some early studies on how AI is affecting developers at work. In a study from GitHub focused on their Copilot software, a program that helps developers write code, they found that developers that used the AI tool were able to complete a benchmark task 55% faster than those that wrote code alone. 

Productivity is important, but as someone who is responsible for the health of my department, not just how much work gets done, the speed gains from AI were definitely not the most exciting finding to me. In addition to becoming more productive and feeling more productive, 60-75% of developers that used Copilot said that they felt more fulfilled by their jobs, were more focused, and could spend more time on satisfying work. 87% said that they spent less mental energy on repetitive tasks. Faster, less mentally exhausting, more fulfilling work — that’s the type of impact that we should be looking for from AI. 

I absolutely want my teams to feel more fulfilled and engaged — and ultimately, I think this is where we’ll see the biggest gains from AI. I believe so wholeheartedly in this that I’ve centered our product strategy on making sure that the humans who use our products benefit from AI and aren’t just marked for replacement by it. Developers aren’t fundamentally different from customer service professionals and they both want tools that help them solve tough problems efficiently. I believe that Dixa will deliver the productivity and quality of work improvements that CS folks need and deserve. 

Designing AI interventions for complex systems

One challenge I’ve always loved about building products at Dixa is that we have a complex system that serves a bunch of different people. We have customers that reach out to business with support questions who want fast, accurate resolutions to their problems. We also have service agents that need tools that help them understand who that customer is, why they’re reaching out, and how to solve their problems. We have service leaders who want to make sure that everything is running smoothly, that quality remains high, and that the cost to serve customers stays low. And finally we have a host of other folks that support the journey, whether they’re developers who maintain the system, QA folks that help with quality and training, content teams who provide knowledge and answers, team leads who manage and develop agents, or data gurus who leverage CS data to support better business decisions. 

That’s another reason that we’ve taken a multi-track approach to how we leverage AI at Dixa. Each of those groups needs a unique set of tools to help them accomplish what they want to do. That’s why we’re bringing multiple AI products to market:

• For customers: Our new natural language chatbot, Mim, ensures that customers get accurate answers to their questions 24/7, in any language. Mim runs on top of your knowledge base, so there’s no set-up, answers are accurate, and even the tone is on brand. Coming later this fall, Mim will also be able to automate a variety of functions like changing order dates, canceling subscriptions, and performing other actions in backend systems. 

• For service agents: Our agent assistant provides a number of useful features to help you across the service journey. From providing conversation summaries, to translation, to writing and grammar improvement on the fly it gives you the power of GPT, right at your fingertips.

• For service leaders: Mim can dramatically reduce service volumes and shorten wait and handling times. Plus, intelligent handovers get agents up to speed quickly when the bot can’t solve the problem on its own. Our agent assistant can improve both productivity and job satisfaction, reducing training time and turnover. Finally, we’re working on new AI tools that allow you to gain more insight into what’s going on in your service organization so that CS becomes a business intelligence center.

I’m really excited about what we’re bringing to our customers today, and, of course, all that we have planned for the future. 

Seize the moment

Microsoft’s CEO Satya Nadella says, “This moment is like when PCs first showed up at work. The beauty of our industry at some level is that it’s not about who has capability, it’s about who can actually exercise that capability and translate it into tangible products.” The tech is here to stay, it’s all about understanding how to harness it and bend it to your greatest advantage. Just like PCs became the go-to tool for knowledge workers, AI will become an essential part of our work routine. But to do that, AI needs to work for workers – not the other way around. 

At Dixa, we believe that we’re giving you the tools you need to make customer service one of your brand’s biggest differentiators. This means leveraging technology to make sure your human resources have what they need to do something that only they can — delight your customers. If you’re interested in how you can leverage AI to make your team better, happier, and yes, more productive, we can help.

Unless you’ve been living under a rock, you know that a little chatbot by the name of ChatGPT has taken the world by storm this year. In its first two months alone, ChatGPT reached 100 million active users. To put this in context, it took TikTok nearly 9 months to hit the same number, and Instagram nearly 2.5 years.

We know that ChatGPT is in the process of disrupting entire industries and modalities of work and study – but how will it affect customer service? Is it out to steal all of our jobs?  

Keep reading to find out, or, if you’d rather watch a video, check out our on-demand webinar!

Generative AI – from science fiction to reality

AI had already begun to capture the popular imagination in the first half of the twentieth century. Popularized by movies and books—everything from the Tin Man in The Wizard of Oz to the humanoid robot Maria, in Fritz Lang’s Metropolis—people were fascinated by its potential. 

Research really kicked off in the 1950s, and there were a couple of seminal moments that really defined the field, all the way into the present day. In 1950, Alan Turing wrote a paper that introduced what is still the logical framework for AI today, the Turing Test. 

The Turing Test is used to determine whether a machine has so-called intelligence or artificial intelligence. The term “artificial intelligence” itself was coined six years later, in 1956, by John McCarthy at a conference that was dedicated to discussing this burgeoning field. 

So we know that there was already a lot of excitement about artificial intelligence, as early as the fifties. The challenge was that computing power at this point was incredibly expensive and simply not advanced enough to bring any of this past the theoretical. So, even though we already had the basic principles of AI down, it wasn’t really possible to make some of the major advances that we’re familiar with today.

This changed over the following decades, with advancements on both the computing and theoretical side. This means that the first chatbots came to us as early as 1966. But not to get too into the weeds, let’s jump ahead to the phenomenon that is ChatGPT.

ChatGPT: AI for the people 

The reason your CEO is knocking on your door asking about ChatGPT, the reason your friends are talking about it at dinner parties, is because everyone is using it, and the reason everyone is using it is because ChatGPT makes AI available to everyone. 

It’s a conversational interface for AI, so you can engage with these super complicated models without knowing a lick of code, without knowing any math, without having to be a mathematician or data scientist. It has democratized AI and brought it to the masses.

In our recent webinar covering the rise of ChatGPT in customer service—one of our best-attended ever—we took a poll where 70% of participants answered “yes” when asked if they had used ChatGPT to help them in their jobs. So, we know it’s here to stay. But how can we best use it to our advantage? 

What is ChatGPT for customer service good for, anyway?

1. ChatGPT can help you learn from customer interactions

ChatGPT can analyze customer interactions and provide insights into customer behavior and preferences. By understanding your customers better, you can tailor your responses to their needs and improve their overall experience. This will help you build stronger relationships with your customers and increase customer loyalty.

It’s important to introduce ChatGPT into your organization in a strategic way – in order to analyze customer data, for example, you must have clean data and have processes in place to action any insights that come out of it.

2. ChatGPT can help you handle repetitive inquiries and tasks

One of the biggest challenges of customer service is handling repetitive inquiries that tend to use up your agents’ valuable time. 

With ChatGPT, you can automate the process of answering repetitive inquiries, freeing up your time to focus on more complex issues. This will not only improve your efficiency but also reduce your workload.

Even something as simple as getting up to speed with a customer by scrolling through past messages can take a lot of time. At Dixa, we’ve introduced Smart Conversation Summaries so that agents can quickly find the conversation that they’re looking for, get up to speed, and respond to the customer quickly and accurately.

3. ChatGPT can help boost your customer service team’s productivity

ChatGPT can help you handle more, without compromising on quality, making your agents more efficient. This will help you improve your productivity and reduce your response time, which will ultimately lead to improved customer satisfaction.

At Dixa, we’ve introduced Smart Conversation Replies, a new feature which leverages ChatGPT to draft responses to customer queries, saving you and your agents time, and helping you deliver personalized service at scale. 

The AI drafts a response based on existing (public) knowledge base content, which can then be checked and edited, if necessary, by the agent, before sending.

4. ChatGPT can help you stay ahead of the curve

The world of customer service is constantly evolving, and ChatGPT is just one example of emerging technology that can have a positive effect on the industry. 

By working with ChatGPT, you can stay ahead of the curve and develop new skills that will be valuable in the future. By embracing emerging technology, you can stay ahead of the curve and advance your career.

5. Spoiler alert: ChatGPT is not here to replace you, but to assist you

ChatGPT is by no means a silver bullet. It’s not designed to replace human customer service reps. Instead, it’s here to assist in handling customer inquiries more efficiently. 

By working with ChatGPT, you can improve your response time and accuracy, which will ultimately lead to better customer satisfaction.

ChatGPT for customer service: Use with care

ChatGPT is a Swiss army knife of sorts – useless if you don’t know how to use it, but powerful and versatile if you know how to operate it. 

It can make you more productive, helping you do things that you couldn’t before, at least at a certain speed or quality level, but it’s important to implement it with care. 

Introducing ChatGPT in a thoughtful and strategic manner will actually help improve the agent experience, removing tasks that they see as time-consuming and frustrating and helping them focus on the customer at hand. 

Is ChatGPT coming for your customer service job?

In our ChatGPT webinar, when asked if they were worried about AI, only 8% of attendees answered yes, with 42% answering “somewhat,” and 50% answering “not worried at all.” We think this is a good split.

ChatGPT is absolutely a disruptor – it’s natural to be a little worried and proceed with caution, but it can also be a game-changer when it comes to helping your customer service team increase their efficiency. 

And, just to be safe, we asked ChatGPT:

Spring has sprung, and along with it, a new crop of G2 badges! We’re extra proud of these badges because they’re awarded by our amazing customers. And they signify our promise to you: to enable you to create effortless service experiences for your teams and customers that unlock loyalty at scale.

What is G2?

G2 is the world’s largest software review site, with 80 million active users per year. Because G2 ratings are based on authenticated reviews from real users, software buyers know they can trust G2 to get an unbiased look at each product.

G2 provides quarterly reports that help users evaluate software, compare solutions, and track a solution’s growth and momentum.

What G2 badges did users award Dixa?

G2 badges showcase a product’s achievements across a range of categories. They’re an instant way for buyers to see where a product is performing especially well.

Because G2 badges are automatically generated when a product features in a G2 market report, users know they can trust them. They’re based on the reviews and ratings each product gets.

G2 badges showcase all the reasons users love a product, and that’s why Dixa is proud of our G2 recognition as an industry front-runner. Dixa’s all-in-one Conversational Customer Service Platform combines powerful AI with a human touch to deliver a highly-personalized service experience that scales as your business grows.

In the G2 Spring Report, users awarded Dixa a whopping 30 badges for:

Conversational Support

Customer Self-Service

Digital Customer Service Platforms

Contact Center

Contact Center Workforce

Live Chat 

Help Desk

Users Love Us

What are our customers saying?

Our customers have lots of lovely things to say about us! Check out some of our latest G2 reviews:

“Dixa is really easy to use from a team member and manager perspective. It takes away the stresses of rotas or any doubt of who’s doing what, the algorithm just pings contacts to you!”

“Strong business partners: Dixa is not just the tool that we are using to communicate with our customers, it also gives us a strong partner that keeps us updated on business trends as well as advises on overall strategy.”

“A platform that helps to make your work more enjoyable.”

“Dixa are always willing to help us out whenever we have a question or issue. They are attentive and quick to respond, which makes us feel valued. An all round smooth experience!”

“We have been able to increase efficiencies due to the enhancements Dixa has provided our customer care team. We have been able to streamline our processes and provide our associates with the tools needed to truly focus on customer experiences.”

“Since we started to work with Dixa, our Customer Service team has become more effective, due to the possibility to route and prioritize conversations, which has resulted in even happier customers on all channels.”

“Dixa is simple and easy to use, in one place you can have all you need to offer great customer support, and no need for tech support to configure queue, routing, and call flow. Integrations via API for any other external app can be easily set…”

“Our team is enjoying Dixa and we like everything from the product to the amazing customer service.”

Thanks a million!

We’d like to extend a heartfelt thank you to all of the customers who took the time to review us. It means a lot to hear your honest opinions of Dixa. We’re looking forward to continuing to support you in providing loyalty-building customer experiences at scale.

If you’re a customer service leader in 2023, your job has become a lot more complicated. Shifting business priorities, with a renewed focus on reducing customer churn, net revenue retention, and a drive toward profitability, have turned the spotlight on your department. Customer retention has never been more important—but you’re also being asked to cut costs, run more efficiently, and improve service quality, all at the same time. 

Customer expectations are higher than ever, and that’s not changing anytime soon. As brands compete for market share, customer service is now a differentiator, with 32% of customers saying they will stop doing business with a brand they love after only one bad experience. 

Oh, and don’t forget about emerging technologies disrupting the industry. Or that employee engagement has never been more important, or costly. And that your business still wants to scale into new geographies, or bring new products to market. Plus, you’re now being asked to bring the voice of the customer to other departments—and be online 24-7. The list goes on!

Efficiency. Adaptability. Availability. Quality. Accuracy. Insight. Engagement. Automation. 

You’re fighting a hard battle on every front. 

But hey, you didn’t come here to hear about your problems, you want the solution. The answer probably isn’t as complicated or as magical as you’re expecting. It might even be why you got into CS in the first place: to create effortless service experiences for customers that allow them to build a connection with your brand and remain loyal to it. 

2023 is the year of customer loyalty

The real-world value of customer loyalty is no secret. It reduces churn, leads to higher lifetime value, helps you demand a better price for your product and services, and distinguishes you from your competition. But building loyalty can be difficult, and requires a thoroughly modern approach to service.

“Building customer loyalty requires an evolution of the service mindset,” says Tue Søttrup, Dixa’s Chief Customer Experience Evangelist. “We have to check our old beliefs at the door. It’s a move away from the contact center and ticketing age where support was passive, transactional, and CS was viewed as a cost center or, worse, a necessary evil.”

“What we see today from the world’s best service organizations—the ones that create raving fans—is experience-centric service. Building loyalty means building great relationships, and every good relationship starts with a great conversation,” says Søttrup. 

Experience-centric, conversational customer support is quickly becoming the new standard for businesses that care about their brand and their bottom line. According to PWC, “65% of all consumers find a positive experience with a brand to be more influential than great advertising.”

How to build a customer loyalty machine

Conversational customer service (CCS) is the answer to many of the problems that customer service departments face today. CCS helps service organizations fine-tune the balance between quality and efficiency and is able to drive revenue, while reducing costs. An experience-centric, conversational approach provides a uniquely human touch to service and reduces customer effort to increase loyalty. At the same time, it also reduces agent effort to boost efficiency.

Modern problems require a modern approach. If your business is ready to transform the way you engage customers, you’ll need more than a shift in mindset. You’ll need the right tools to get the job done. The kind of conversational service that drives effortless experiences can be tricky to pull off if you’re stuck in an antiquated platform. 

At its core, any conversational customer service platform requires 6 fundamental pillars. At Dixa, we invented conversational customer engagement—and we still lead the pack when it comes to a purpose-built conversational customer service platform. Here’s a quick look at what your tooling stack needs, and what Dixa has delivered here in early 2023. 

The 6 pillars of conversational customer service 

1. Automation

At its best, automation is much more than simple deflection. Modern businesses need to be able to help customers solve problems, 24/7, without going wild on staffing costs. Automation serves customers by giving them a toolbox to efficiently solve problems without waiting for an agent, and it serves your business by ensuring fewer contacts and shorter waiting times for customers that do need an agent’s specialized help. 

With Dixa’s new chatbot, integrated directly into your Dixa Messenger flows, you can master the art of automation, while creating the perfect customer experience. That means that you can serve the chatbot on your terms: for example, launching it only to non-VIP customers or only after business hours. And with effortless, context-rich handoffs from bot to agent, you can tap into your support team’s expertise when a bot isn’t enough. 

To learn more about what automation can do for you, check out how Dixa customer ON used our bot to decrease wait times by 40% even in the face of sky-rocketing contact volumes, increasing their self-service rate to upward of 70%. Slick shoes, too! 

2. Built-in channels

Multiple platforms and plug-ins can create disconnected service experiences—those annoying moments when customers are forced to repeat themselves when your systems can’t keep up. You need a single point of service to keep the conversation going with your customer, while allowing them to connect with you across whatever channel they choose. 

At Dixa, we’re built for conversations, which means that every channel is built natively into the platform, so the experience is great for both agents and customers alike. In 2022, we added more channels to the Dixa platform than ever before. With a brand new flagship messenger, plus, SMS, Twitter, and Instagram, Dixa is leading the industry in native channels. 

3. Agent empowerment

Hiring, training, and supporting a world-class support team is a tough job. You can make it easier by allowing agents to focus on the customer while proactively building their skills and developing talent. Great tooling reduces barriers for creating great experiences, while next-generation QA provides insights for agent growth, shorter training times, and higher engagement. 

Dixa is designed by CS professionals for CS professionals. That means we know the pains that can go hand-in-hand with working in customer service, whether you’re a leader or an agent. To combat these, we’ve built the Dixa Agent Hub, so agents can have a more enjoyable and efficient working experience, with customer conversations, context from past conversations and outside tools, knowledge, and more, right at their fingertips.

In addition to this, we’ve just released a bunch of quality of life improvements for agents that make their day-to-day tasks easier to accomplish—improved offering, conversation sorting, conversation previews, file previews, and more. You can read more about these improvements here. 

We wholeheartedly believe in empowering agents to grow their skill sets and mature in their roles, and, as part of this, we’ve launched our new analytics tools that make it easy for agents to track their impact and performance over time. And, with new team and individual dashboards, it’s never been easier to keep an eye on how your team is doing (or to compare to past periods).

4. Knowledge 

Using a deeply-integrated self-healing knowledge base means that customers get the same accurate answer whether they’re talking to a bot, an agent, or doing their own research in an FAQ. Integrated feedback loops keep knowledge flowing and up to date, even as the world changes. 

We’ve spent the last year rebuilding our native knowledge base offering from the ground up to make it even more powerful. It’s now available to all customers and can be managed directly in Dixa. That also means it’s easier for us to leverage the power of knowledge across the platform. 

And for starters, check out our new Smart Conversation Replies feature that uses the power of OpenAI’s chatGPT to create a personal reply to a conversation based on your public knowledge base articles. By using knowledge as the backbone of our automation strategy, we ensure accurate, on-brand answers to customer questions—delivered at the speed of AI. 

5. Data insight

You need to understand performance at all levels of your service department, plus have a handle on what’s driving support volumes, emerging trends in customer questions and sentiment, not to mention feeding valuable insights back to product and service teams.

Extracting value from the goldmine of customer support conversations is what Dixa Discover is all about. At the end of 2022, we launched a huge upgrade to our in-app analytics, and we’re not done yet. January saw the release of an all new Queues Dashboard which provides valuable insight into customer experiences through data. 

Plus, we’ve also just launched Custom Conversation Attributes — a powerful new way to learn more about the context of the conversations that you’re having with customers. This feature allows you to attach information to conversations in new ways, so you can track things like “contact reason” in great detail. Plus you can now make it mandatory for agents to add Attributes, making sure that you have data integrity. Finally, you can now filter by custom attribute in our in-app analytics, giving you a whole new perspective on your data and your customers.

6. Flexibility 

Your platform shouldn’t hold you back from responding to changing business conditions—and neither should your IT team. Low and no-code solutions allow you to respond at the speed of business, whether that’s opening up a new market or launching a new product line. 

Dixa also makes it easy to test, iterate, and improve your contact center management. It’s easy to A/B test your flows using our filter nodes and any external data you like. Route customers by something simple like contact source, or get fancy and route by number of orders, lifetime value, or completely at random. Then use tags to compare segments in analytics and test for outcomes like handling time, waiting time, or CSAT. 

We’re also improving contact management and excited to announce that you can now merge contacts across contact points — with more improvements coming soon!

Building a customer loyalty strategy for 2023

It’s clear that securing customer loyalty is the name of the game for businesses in 2023. If you’re looking to bring your A-game, be sure to reach out to one of our Customer Success Managers or book a demo today. Watch your business results improve as you innovate on your customer service strategy and introduce conversational customer service with Dixa.

Press “play” to learn more about Dixa’s Conversational Customer Service Platform

Dixa is starting the new year off on the right foot by celebrating our recent awards in the G2 Winter report. Our new year’s resolution is to continue providing customer service as it is meant to be, helping customer service leaders to create effortless experiences that unlock loyalty. Our recent G2 awards show that commitment.

What is G2 and what is the Winter report?

G2 is the world’s largest software review site, with 80 million active yearly users. Because G2 ratings are based on authenticated reviews from real users, software buyers know they can trust G2 for an unbiased look at each product.

G2 provides quarterly reports that help users evaluate software, compare solutions, and track a solution’s growth and momentum. 

G2 reports provide valuable and verifiable insights to help software buyers make informed decisions based on the experience of other users just like them. 

What G2 awards did Dixa win?

G2 badges showcase a product’s achievements across a range of categories. They’re an instant way for buyers to see where a product is performing especially well.

Because G2 badges are automatically generated when a product features in a G2 market report, users know they can trust them. They’re based on the reviews and ratings each product gets.

G2 badges showcase all the reasons users love a product, and that’s why Dixa is proud of our G2 recognition as an industry front-runner. Dixa’s all-in-one intelligent customer service platform combines powerful AI with a human touch to deliver a highly-personalized service experience that scales as your business grows.

In the G2 Winter 2023 report we received 26 badges for:

Conversational support 

Help desk 

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Users love us

What are Dixa customers saying?

Our customers love us! Check out some of our G2 reviews:

“Dixa are always willing to help us out whenever we have a question or issue. They are attentive and quick to respond, which makes us feel valued. An all round smooth experience!”

“Dixa is an innovative Customer support tool that makes reaching our customers easy.”

“Working with the team at Dixa has been nothing short of amazing. The team is not only knowledgeable about their product but is there with you every step of the way to ensure your success with using the platform.”

“Since we started to work with Dixa, our Customer Service team has become more effective, due to the possibility to route and prioritize conversations, which has resulted in even happier customers on all channels.”

“Game-changing for small-medium businesses. Dixa does an excellent job of improving the agent experience and increasing productivity through an easy-to-use and intuitive platform which rethinks the “ticket-desk” approach to CS and replaces it with a customer-first approach.” 

“Our team is enjoying Dixa and we like everything from the product to the amazing customer service.”

“It is now much easier for us to handle customer service. All our inbound calls, emails, chat and facebook messages are now being directed to the right employee.” 

We’d like to take this opportunity to say a hearty thank you to our users for their support and for taking the time to use G2 to let others know what they love about us. We’re starting 2023 as we mean to go on, and we’re excited to have you on board.

Customer service data is often an untapped resource that can be used for more than just improving the CS function or driving workforce efficiency––as valuable as this is.

Support conversations contain honest and candid feedback on a company’s most critical areas: its product and service offerings. Information that can reveal issues with far-reaching consequences, such as a bug in newly-deployed code, an ongoing issue with garment sizing or quality, or a company policy that is hurting customer loyalty. With thousands of customer contacts every day, CS departments are treasure troves of conversational insight — if that data can be analyzed effectively.

I’m very excited today to announce Dixa Discover, our powerful new suite of analytics tools that harnesses the power of CS data, combining agent performance data, customer insights, quality assurance, and business insights to help businesses make data-led decisions that drive customer loyalty and growth. 

In this blog post, I’ll be diving into how we developed our agent and team performance and reporting and analytics capabilities in our new Analytics.

Building great products and providing exceptional customer service starts with an intimate understanding of your customers. That’s as true for Dixa as it is for our customers. 

When my team and I set out to build a completely new in-app analytics product for Dixa’s platform, we started by speaking with as many of our users as possible. Mapping out their day-to-day tasks, problems, joys, and aspirations helped us gain a much better understanding of what we needed to achieve, and, more importantly, it also helped us arrive at a key insight that has been instrumental in shaping the new Analytics:

Focus on questions, not metrics

While CS leaders often have very strong opinions about which metrics are important, the metrics themselves should never be the end goal. They simply help leaders answer underlying questions that:

• are vital to understanding the health of the CS department
• enable them to make the necessary decisions to set their agents up for success
• and help teams provide the best possible service experiences to their customers. 

So when it came to Dixa’s new Analytics, we didn’t just start with a list of metrics to implement. We started with a map of interlocking questions that we wanted to help our customers answer—from day-to-day operational questions like “do I need to put more agents on Phone tomorrow?” to larger more strategic questions like “how productive are my agents?” or “what type of customer issues are we having a hard time solving?”

Once we identified these core questions, we came to a few other realizations:

• These questions are often complex and multifaceted, requiring the evaluation of several different and independent data points at the same time to arrive at the right conclusions.
• CS leaders rarely have the time, data-literacy skills, and organizational support to construct answers to these questions themselves—no matter the BI tooling they have available.

The answers you need, at your fingertips

That’s why we’ve built Dixa’s new Analytics from the ground up to answer the most common—and valuable—questions our customers have when it comes to understanding the health of their CS department, their processes and setup on Dixa, and evaluating the level of customer service they’re providing to their customers. 

Built through collaboration with all types of Dixa customers and powered by their collective insights, Analytics comes with a range of predefined dashboards that are simple and intuitive to use, provide you with the data that you need to optimize your customer experience, and, don’t require you to write even a single line of code or check multiple sources.

“Dixa has been a game-changer for us when it comes to data-backed decision-making. We can now see the true LTV of our different customer segments, the cost per contact in our different markets, and even run tests looking at different acquisition channels and various onboarding journeys,” says Harriet Treadwell, Customer Love Director at Butternut Box.

Democratizing data access

At Dixa, we believe that having empowered, motivated agents is one of the keys to providing great customer service. That’s why it was imperative to us that all agents on Dixa, by default, have access to their own performance data and customer conversations.

Being able to understand how you’ve helped customers and performed over time can be very grounding and motivating in the busy everyday life of an agent, and having access to the exact same data that your manager is using to evaluate your performance also adds more transparency to performance review processes. We’re very happy that agents seem to agree, as they’ve been the most active user group throughout our beta period with most of them using the new Analytics at least four days a week.    

A global data foundation

While our primary goal with the new Analytics has been to provide a great in-app experience that helps and supports all Dixa users, we also realize that Dixa data doesn’t exist in a vacuum and that often you’ll want to combine it with other data sources in your own BI or data warehouse to get to deeper business level insights. That’s why the new Analytics data will also be available through the Dixa API to ensure a 1:1 data match between the Dixa platform and your own data platform. The first metrics are already available through our beta program and we will continue to add to the API support to ensure we’re creating a global, consistent data foundation for Dixa customers in the future. 

Stay tuned to discover more

Dixa’s new Analytics will soon be available to all customers—an important milestone for Dixa, and we’re excited and grateful that so many of Dixa’s customers have already joined us through our beta program. Their candid feedback has been instrumental in shaping the product we have today, and we look forward to opening the doors to the rest of our customers.

Stay tuned for more on Dixa Discover!

To deliver on our mission of helping brands create value-driven customer experiences at scale, all from a single platform, we are welcoming Casper Bøyesen as our new Chief Commercial Officer. This hire is the latest in a string of milestones, having completed the double acquisition of Miuros and Solvemate earlier in the year and confirming Simon Højmose Kristensen as our new Chief Financial Officer.

Casper joins Dixa with over 20 years of management experience across both small scale-ups and established enterprises. Starting life as a developer before transitioning to a more commercial role, Casper has headed up teams at Maersk Group, TDC and Nuuday. Casper’s latest role has been as CEO of Relatel, a leading telecommunications service provider that helps businesses build stronger relationships with their customers, where he has successfully completed the merger of Fullrate and Firmafon into Relatel and helped the company turn into one the fastest growing unified communications players in the B2B space.

Commenting on his decision to join Dixa, Casper said: “Opportunities like this really don’t come along very often – it’s not every day you’re invited to join a business with as much potential for growth as Dixa. Coming from an engineering background, I immediately recognised what the company is trying to achieve and the scaleable potential of its one-of-a-kind platform. I’ve known some of the senior team for a long time, and my goal will be to drive continued customer success across key regional markets and grow Dixa’s customer base globally.”

“We are very excited to welcome Casper to the Dixa leadership team,” noted Mads Fosselius, Co-Founder and CEO at Dixa. “Casper joins us with a strong pedigree of working with established, global enterprises as well as scaling new, innovative startups, and this wealth of experience will be a strong asset for our commercial organisation including customer success, operations and strategy and will take really good care of our strong and growing customer base and delivering on the global potential Dixa holds.”

Casper adds: “I am super thrilled to join one of the most ambitious companies in the CX arena. I’ve been following Dixa from the sidelines and I’m impressed with the growth journey and how Dixa is addressing the CX agenda with a much bigger vision than everyone else. I cannot wait to deliver on that vision together with the Dixa team and customers.”

Welcome aboard the Dixa rocket ship, Casper!

We’re excited to announce that Simon Højmose Kristensen has joined Dixa as our new Chief Financial Officer. Simon will be integral to our mission of helping brands create value-driven customer experiences at scale. This hire is a significant milestone in our growth trajectory, as we build on our recent S105m Series C funding round and double acquisition of Miuros and Solvemate earlier this year.

Simon joins us from ISS A/S, one of the world’s largest facility management and workplace experience companies, where he was Central & Southern European CFO with a focus on financial turnarounds, Covid recovery, and driving compliance across the region. Prior to that, Simon was CFO of Nuuday, the leading provider of TV, broadband, and mobility services in Denmark, and SVP of Group Finance at TDC Group, where he worked for over 18 years. 

Commenting on his decision to join Dixa, Simon said: “I’ve been following Dixa’s journey for many years and have been very impressed with the company’s phenomenal growth. The company is steadfast in its mission to help brands create value-driven customer experiences, and we are now in an exciting phase in our development with huge opportunities for global growth ahead. I am delighted to have the opportunity to join this ground-breaking Danish company and take part in the next stage of its journey.”

Simon is joining Dixa at an exciting time; we’ve raised $155 million in funding to date, and recently completed a $105m Series C round last year with backing from General Atlantic. We also recently added CX intelligence and automation pioneers Miuros and Solvemate to the family, which adds to the acquisition of Elevio made in February 2021.

Our Co-Founder and CEO Mads added: “Following our Series C funding round last year, we’re now in a different phase of growth – moving away from being a start-up to being an established scaleup – which is why I’m delighted to have Simon on board. He has the experience and knowledge we need to take the business to the next level and ensure we continue to help brands globally deliver exceptional customer experiences.”

Simon added: “When I was at TDC, customer service was always a hot topic, but it’s not an easy thing to get right. This is particularly the case in big, legacy corporations, but the benefits good customer experience brings are not industry-specific. All consumers now have heightened expectations of brands and the experience they deliver, which means that brands should be striving to live up to these expectations. Dixa is the only company that can give brands the toolkit they need to provide a human-centric service experience that solves customer problems, and also helps build customer loyalty through every single interaction.”

Welcome aboard the Dixa rocket ship, Simon!