Building strong relationships with your customers is easier if they don't deal with a new agent at every new turn of a conversation. With Prefereed Agent and Personal offers, you get more control over which agent is offered a conversation. 👩❤️👩
Our Early Access Programs will allow you to get an early preview of what we’re building and help us to improve it before we make it a permanent part of Dixa. Today, we are launching a new Early Access Program for Preferred Agent and Personal Offers. 🔮
With this Early Access Program, we help you to establish which agent customers recently talked to the most and which they talked to last, so you can optimise your routing. 🤝
Building and maintaining your flows is central to great experiences for your customers and with the new powerful flows you get new superpowers when editing them.
Today, we start the rollout of the Improved Flows and they will be available on your account within the coming days.
Once enabled, you can test out the improved flows by going to Settings > Phone > Edit flow or Settings > Chat > Edit flow or Settings > Email > Edit flow.
You no longer have to look for that actions in your flow that you want to edit. Now you can easily identify each action and its settings right from the overview.
You can now add new actions in-between existing actions for that extra speed. You simply cut the connection between two actions, which allows you to put in new actions. Once done, simply connect the actions again.
Click twice on an action, to select all of the actions below. You can now drag these in one swift movement making it easier to build a more understandable flow. Oh, and you can also delete them.
For more advanced flows, click an action and instantly see the flow leading you there, letting you understand how your flow flows.
Today we are launching two new Early Access Programs: Conversational Assistant for Chat & Export Conversations API.
We’re giving your chat widget a helper! Our new Conversational Assistant aims to help you automate those initial couple questions you usually ask customers when they begin a chat. This way you can route customers more accurately and spend your valuable time on the good stuff.
We have added new actions to allow for more advanced chat flows. This means the customer will have an automated conversation with the Conversational Assistant in the chat widget before the chat gets to an agent.
Dixa is all about breaking down silos - also between systems. Therefore we are happy to announce that you are now able to export your conversations via our public API and use this data in any major data analytics tools of your choice.
API access to get a list of all your conversations
Use the export results for engagement metrics and to drive business processes
An elegant and standardised alternative to our CSV export feature
In our ongoing efforts to make the Dixa product better, we've recently added these new improvements:
🙅♀️ Highlight that another agent is already working on a conversation
Sometimes it's a little difficult to notice if another agent has already claimed a conversation that you might also be looking at. For these cases, we've now made sure that you get a warning if another agent is already working on the conversation, so there is no confusion and no double work done.
🔝 Performance updates across the Dixa interface
Have you noticed a little lag sometimes here and there? We have taken your words seriously and invested time and effort into optimizing the performance of the agent interface. This way Dixa can run even smoother now and you can put all your time in serving your customers 👩❤️👩
Today we are launching two new Early Access Programs: WhatsApp and Improved Flows.
Great friendships is about being where your friends are. And great customer service is about being where your customers are. So...we're adding yet another channel to the mix: WhatsApp!
Join the WhatsApp - Early Access Program to get an early preview of what we are building and help us improve it before we make it a permanent part of Dixa.
We know that building great flows is the foundation for a stellar customer experience and a massive time saver for teams. With improved flows you now get new superpowers when editing them.
Join the Improved Flows - Early Access Program to get an early preview of what we are building and help us improve it before we make it a permanent part of Dixa.
At the heart of any good relationship is the history that you share.
Today, we start the rollout of the Timeline, which helps you easily get an understanding of your conversation history with each customer. The Timeline will be available on your account within the coming days.
The Timeline lets you:
The new Timeline is available on all conversations and lets you see every conversation you’ve previously had with each customer across channels, highlighting the most recent conversations. This way you can easily navigate to recent conversations that might be relevant for your current conversation.
But you can also get a quick overview of your entire history with each customer by taking a look at the smaller markers, where each line represents a conversation:
By simply looking at the lines, you can quickly understand if you’ve ever communicated before and how often you communicate.