TestBox lets you test-drive different software products before you invest in one. To help you get started, we’ve been sharing our favorite features and things we’ve struggled with (along with workarounds) in popular customer support solutions that are available for testing on TestBox today.
If you missed the earlier posts, you can find them here:
- Our three favorite Zendesk features
- Our three biggest challenges with Zendesk
- Our four favorite HubSpot features
- Our four biggest challenges with HubSpot
- Our three favorite Freshdesk Features
- Our three biggest challenges with Freshdesk
This week, let’s take a look at our favorite features in Dixa, including intuitive navigation, pre-configured settings, and a useful dashboard. Stay tuned for our post about our three biggest challenges with Dixa as well.
Lightweight administration needs
For a small team or a team without access to a full-time operations person, Dixa's ease of use and simplicity are major boons. For each channel you've added to their platform, the flow builder (used for routing conversations) works in the same manner and is a simple visual process to construct.
Within Dixa's flow builder you can easily see all of the routing logic and steps a conversation takes before being queued and ultimately served to an agent. Within these flows you can build in autoresponders, ticket deflection, tagging, chat bots, IVR menus and more (depending on the channel).
Having all of the routing logic contained and working similarly no matter what the context is allows for both low-lift management of these flows over time and light enough weight for it to be picked up by another administrator later on.
An agent-first experience
The ethos that drives a majority of the feature design in Dixa is to ensure that work can happen smoothly and without disruption for agents. At the core of this experience is the Dixa offer system. Agents are assigned to specific queues which dictate the conversations that will be offered to them when they are marked as working in Dixa. As an administrator, you can set priority levels for both individual queues and the agents assigned to those queues, allowing for very granular control over how conversations are routed.
Once an agent is offered a conversation and they accept, they work on it until they've either ended the chat/phone communication or sent off an email response to the customer, after which they're placed in "wrap up time" to take notes, handle any loose ends, etc. This wrap up time can be manually extended as long as needed by the agent, and when it ends they'll be offered a new conversation automatically.
Not requiring agents to manually choose what queues and conversations they're working on at any given time allows agents to stay in flow and get back some very critical mental energy. Momentum can be a very big addition to someone's workflow, and Dixa has designed with exactly that in mind.
Seamless omnichannel design
From its inception, Dixa was built with omnichannel support in mind and it shows. Being able to have a queue that contains different conversation channels (phone, live chat, email, social messenger) with no hoop-jumping or special circumstances allows for a simplicity in management. Allowing agents to handle those same conversations in the exact same manner with the same controls and workflows available to them creates a very seamless experience for agents, resulting in increased efficiency and decreased cognitive load.
Where you manage conversations, how they're routed, track their analytics, etc. are all from the same part of the UI--allowing you to combine or segment them however you find most useful, without requiring additional labor to do so. This provides increased flexibility, as well, as your organization grows and changes how it handles its support workload (especially if you're adding or reconfiguring the various channels you provide support through).
In conclusion
Dixa works best for teams that have multiple communication channels and a high throughput team, but not a ton of administrative resources to juggle those things. It's pretty easy to manage and is almost a "set it and forget it" platform from that aspect, and strongly prioritizes agent momentum. It's still a relatively young product so far, and features are being added and upgraded at a very consistent rate. As a result, it would be software that could grow with a young support org or company.