| 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> | 6 <p>While free, Tawk.to offers basic support features: live chat, chatbot, email, Help Center creation, and minimal automation. The AI chatbot is also free. However, it doesn’t support important channels like phone and social media, and lacks advanced automation and reporting, including ticket routing.</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> | 4 <p>We find Tawk.to's interface cluttered and confusing. Live chat visitors appear as long random numbers, and you can’t create custom views to prioritize relevant tickets. There’s no option for multiple inboxes to handle different support requests. They also use unfamiliar terms like “Whisper” for internal notes.</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> | 4 <p>Tawk.to's interface looks a bit dated, and pages can take a few seconds to load. The platform sometimes gets disconnected from the server easily, which can get quite annoying.</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> | 5 <p>Tawk.to offers basic customisability options. Users can create custom fields for customers and have good customization options over live chat (widget layout, message options, availability).</p><p>However, it lacks more advanced customization features like custom views (saved filters), custom objects, or custom reports. </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> | 6 <p>Tawk.to offers a simple self-serve free trial for their platform. We found the initial setup to be relatively simple, taking around 10 minutes. Setting up your first channels may take some time though - with no easy one-click email connect option, you’ll have to setup email forwarding manually. However, setting up live chat is a fairly straight forward process (pasting a script into your website).</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> | 8 <p>The in-app live chat with the support team connects you almost instantly. The agents are patient and helpful, providing a positive support experience.</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> | 4 <p>Tawk.to only has a handful of pre-built integrations with the most common tools like Google Analytics, Google Sheets, Slack, MailChimp and some web-builders. However, it does offer an API for custom integrations.</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> | 8 <p>Tawk.to allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> |
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