Collecting feedback and deducing customer satisfaction is key to reducing churn and turning happy customers into brand advocates. With the new CSAT rating capabilities you can now start measuring customer satisfaction on chat right inside Dixa.
Today, we start the rollout of the CSAT ratings for chat and it will be available on your account within the coming days.
Find more information here:
Collecting feedback and deducing customer satisfaction is key to reducing churn and turning happy customers into brand advocates. With the new CSAT rating capabilities you can now start measuring customer satisfaction right inside Dixa.
Sometimes when you create a new email, you want to copy something from another conversation. This is now much easier, because you can open the composer modal in a new window and then easily switch between the two windows 😎💫
This is currently not available yet for the Dixa App, but only when you open Dixa in your browser. It will also come soon to the App though! 🙏
Today we have added a new dashboard to our running Early Access Program for the new Analytics section inside Dixa... and it is all about agent presence! Find out when your agents are online, when they are set to working or away and on which channels they are available.
If you have already signed up for the Analytics Early Access then you will find the new dashboard among the other four and can read all about the new agent presence metrics here.
All agents now also have access to the Team page 👨👩👧👦 (while previously this was only accessible to users with the Administrator role). Here you can see what other agents are working on and mark specific agents as favourites. This is great if you are a larger organisation and you want to keep track of specific people or only see your team.
To mark an agent as favorite, you click the star next to agent. This will place the agent at the top of the list as your personal favorite:
If you only want to see a list of your favorite agents you can click the drop-down at the top right and change to Favorites only:
Favorites are personal, so each individual agent can mark their own favorites. Please note that favorites are saved on your computer, so if you switch to another computer you will need to mark your favorites again.
Your customer data is often spread across various online systems, whether they are custom or 3rd party. No matter where your customer data is, you can now use it for conversational routing in Dixa.