| Functionality | 7 <p>Dixa is built for B2C companies. As such its feature list is focused on channels such as live chat, phone (a particular focus), SMS and socials and omits channels such as Slack or MS teams. Additionally, we appreciated the ability to create a help centre and power an AI chatbot off of that all natively (even if neither is that powerful or customizable). One area where Dixa performs well is its routing automations - for example, instead of offering a shared inbox where agents self-assign tickets, agents are shown an inbox filled only with tickets that they are qualified to answer.</p> | 7 <p>LiveAgent is a fairly well rounded product. It offers support for almost all channels you can think of including live chat, most social media platforms and even call centre support. Additionally, it provides the ability to create basic help centres. The area where it falls short is chatbots - both rule based and AI - where it currently offers no native solution.</p> |
| Ease of Use | 6 <p>Dixa is a very feature rich product, and as such some interfaces took some time to learn how to use due to the volume of information being presented. That being said, most screens were well designed and presented, which lightened the burden. It would take an average SMB employee around 30 minutes to get familiarised with the core interfaces of the product.</p> | 3 <p>Given the breadth of functionality, LiveAgent can be unintuitive to use at times. Many core features were buried away deep in settings or hidden by poor UX. Additionally, many elements of the web app lacked tooltips and had truncated text components making it additionally difficult to figure our what button does what. It would take an average SMB employee over a day to master its use.</p> |
| Look and feel | 6 <p>When tested, we found Dixa to have a modern look and feel. Whilst its design aesthetic is nothing special, we did find most interfaces to be well laid out and not overwhelming. Most pages were very fast to load (often <1s).</p> | 2 <p>LiveAgent feels dated. Its live chat template customisation offerings feel like they're from two decades ago and its internal facing web app isn't well designed either. M<span style="color: rgb(0, 0, 0);">any elements of the web app lacked tooltips where one might expect them and had truncated text components making the app feel rough around the edges. </span></p> |
| Customisability | 6 <p>Dixa's internal facing interfaces offer a lot of room for customizability - from custom tags/fields, to rich automation capabilities, to tweaking knowledge bases for the Mim AI chatbot - there's a lot you can play around with to optmize your experience. That being said, we were slightly disappointed by the lack of customizability for external facing screens such as live chat widgets and help centres. For these, you're only really allowed to tweak colours, positions and logos.</p> | 7 <p>LiveAgent offers a number of channels for customization. It's external facing components offer a deep range of options for branding, colour and styling. Meanwhile its internal facing features also offer a lot of room for tweaking. For example, it's very easy to configure custom filtered views for your inbox, or set up deeply flexible rules that can be triggered from almost anything.</p> |
| Ease of Setup | 3 <p>Frsutratingly, Dixa does not offer a self-serve trial. Instead you'll need to trudge through a demo call to get initial access to the product. Additionally, they don't seem to offer a trial per say and instead opt to share a link to a sandbox environment (however, some features are omitted from this). Additionally, most plans have a minimum requirement for 7 seats, making it suitable only for larger SMBs and up.</p> | 3 <p>LiveAgent offers a self-serve free trial for their platform. We found the initial setup to be slightly longer than necessary, taking around 10 minutes. Setting up your first channels may take some time though - with no easy connection option, you’ll have to setup email forwarding manually. When it comes to richer customisation options - the platform is fairly standard when compared to competitors with simple scripts to add live widgets to your website and relatively basic (albeit dated) appearance customisation options. </p> |
| Customer Support | 8 <p>Dixa offers customer support primarily via a live chat widget within their web app. On initial interaction, you'll be dealing with Mim, their AI chatbot. When tested, sadly this was not helpful and almost always opted to handover to a real agent. However, we were able to get connected to a real agent in less than 10 seconds and once contacted, they were generally very helpful and knowledgeable.</p> | 6 <p>LiveAgent offers support via a live chat widget inside its web app. We found it quick and easy to contact a real agent (<3 mins), and when tested, we find them to be helpful and direct, often resolving technical questions in one response.</p><p>Though LiveAgent also provides a help centre, we found this very confusing to use and overwhelming at times. Thankfully, support agents rarely linked to articles and instead opted to answer questions directly.</p> |
| Integratability | 7 <p>Dixa offers a strong set of integrations including ones with popular CRMs (Salesforce, HubSpot), ticketing tools (JIRA) and e-commerce providers (Shopify). We were also pleased to see a Zapier integration for anything not natively provided. Additionally, Dixa does offer an API so you can directly interact with the product for more custom use cases if needed.</p> | 7 <p>LiveAgent offered a strong array of integrations. It covered all the basics from popular CRM systems (Salesforce, Hubspot) to project management platforms (Jira) to automation platforms (Zapier). We were also pleased to see that they offer an API too.</p> |
| Ease of Migration | 5 <p>Dixa does offer self-serve export functionality for analytics directly within its web app. That being said, the platform is set up such that the focus for exporting data is via its API instead which can be cumbersome if you're simply looking to get data out in a one-click manner.</p> | 7 <p>LiveAgent offers self-serve export functionality for both customer data and anlytics data within its web app. On top of this, they also offer an API - however, the documentation leaves a lot to be desired in terms of clarity.</p> |
