With Dixa, you build customer friendship
A powerful AI and a human touch when clicking to call or chatting on WhatsApp will ensure a positive experience for your customers. The conversations are recorded so that the system can create messages and answers to possible questions and concerns the next time contact is made.
Personal contact with a customer service representative is not neglected. Dixa's strength lies in combining all customer support channels, thereby simplifying customer management.
Various communication channels
Maintaining good customer relations should be the long-term goal of the support and sales team. Dixa helps you to look after customers across various channels and turn them into friends of your company. This means that they also become your brand ambassadors.
All customer queries from the various options for making contact with you and your helpdesk are displayed in a structured way and in the correct order, and processed by the most suitable employee.
Regular customers can be given priority or at least connected to their usual contact person as quickly as possible. Personal relationships are strengthened via telephone, email or chat.
Tickets and automated responses
To ensure that customer management can work efficiently, the software must be intuitive and easy to use. Dixa is readily accepted by agents in call centers and other customer service providers and used in all its functions.
Support requests are not only recorded, logged and, of course, forwarded accordingly, but can also be answered directly in selected cases, for example in a chat via WhatsApp, supported by AI.
The workflow in all departments with direct customer contact is improved because messages for answering are distributed in such a way that they either end up with the desired contact person or are immediately delivered to the next available employee.
Reporting and analysis
Improving your customers' experiences on your website and with your support also includes analyzing the efficiency of the support provided.
Messages or questions accumulate on the Dixa platform and can be made available as information in the form of FAQs, for example. This can relieve the pressure on your service team and allow the helpdesk to address more specific queries via Facebook Messenger, WhatsApp, telephone or other channels.
Dixa's features include automated responses, which can also be expanded with the support of the dashboard if the software can indicate that payment terms may not be sufficiently explained.
A special kind of service experience
Part of an excellent service experience is that the customer can choose the channel through which they contact you and your team.
The platform's integrations cover all the options, and Dixa also indicates which channel the customer prefers for a response. If the customer is waiting for an email, then it makes little sense to offer them your service on WhatsApp and vice versa, of course.
Contacts still provide their phone numbers and expect your team to call them back. Whichever version the prospective customer prefers, use it, as Dixa collects the data from each channel and provides it freshly processed to your service staff.
Taking the customer's preferences into account shows appreciation. Your customer feels well looked after and is more likely to share the service with their friends, thereby supporting your advertising.
The advantages of Dixa and WhatsApp integration for your customers
Responding to customer enquiries from all over the world, at any time of day and with consistent service is essential if your company is geared for growth.
Dixa speaks the language of the user and every channel that could be used to reach you.
The sophisticated software takes requests, suggestions and, in the worst case, complaints, no matter which types of conversation you want to offer your customers and buyers:
telephone, including call recording
email
chat, including via WhatsApp
Facebook Messenger
Instagram
Twitter
Customer data at a glance
Whoever from your helpdesk and support team is handling a request from a visitor to your website or shop will see not only the name and data of the contact but also the entire history of the business relationship.
Old requests for service can be seen, along with the answers and consequences. Shopping carts from the past can be viewed and the customer can be helped directly to buy suitable products or find their way around the preferred product group.
Of course, this collected data can also be used to make other and additional offers appealing to interested visitors to your website or to point out special offers that match their old purchases.
The presentation of this data in Dixa gives you tools to control your sales in a targeted manner when shopping carts have not yet been completed because the future buyer has raised questions with you during the process. Use this diverse information to improve customer relations and ask about their specific wishes or needs. Just as your AI chat avatars skillfully incorporate it into the conversation to log further characteristics for assigning it to a target group.
Possible alternatives to Dixa, also via Chatarmin
Dixa is not the only system for your helpdesk that can sequence conversations, calls or messages and display them in an overview.
You are welcome to discuss the implementation of software for your support needs with us, as Chatarmin also offers integrations with other software for your company's system.
As an alternative to Dixa, Zoho Desk, Freshdesk or Salesforce, for example, also offer WhatsApp and Chatarmin integration. If you are already working with one of these providers, there is nothing to stop you from integrating WhatsApp and Chatarmin.
