Name: Elevio by Dixa
Rating: 10 (2 reviews)
Author: Dixa

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

Academic Advising

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Digital Rights Management (DRM)

Environmental Health and Safety (EHS)

Manufacturing Execution

Visitor Management

Workflow

Enterprise

Accounting

Crypto Asset Management

Merger and Acquisition

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Storage

Converged Infrastructure

Fraud Detection

Function as a Service (FaaS)

IT Asset Management

Integration Platform as a Service (iPaaS)

Managed File Transfer (MFT)

Network Behavior Analysis

Network Operating Systems

Network Performance Monitoring

Network Traffic Analysis (NTA)

NoSQL Databases

SaaS Management

Software Composition Analysis (SCA)

Software-Defined WAN

Time Series Databases

Unified Endpoint Management (UEM)

Value-Added Resellers (VARs)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Contact Management

Content Management

Customer Experience Management

Email Marketing

Gamification

Marketing Automation

Press Release Management

Screen and Video Capture

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Wireframing

Writing and Proofreading Tools

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Proposal

Sales

Cloud Infrastructure Entitlement Management

Data-Centric Audit Protection (DCAP)

Security

3D Modeling

Chiropractic

Financial Services CRM

Mobility as a Service

Municipal

Oil and Gas

Revenue Cycle Management (RCM)

Vertical-Specific

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### Knowledge Management
Users appreciate Elevio by Dixa's knowledge management features for providing a comprehensive platform to access guides and FAQs promptly, reducing reliance on manual assistance. The system's integration capabilities facilitate easy knowledge base transfer and enhance collaboration across different systems. Elevio's contextual support functionality ensures that relevant information is readily available, contributing to efficient processes documentation and smooth knowledge transfer to both customers and employees. Additionally, the platform's in-app embeddable element has proven to be a valuable asset, significantly reducing customer support tickets and chats while delivering the right help articles at the right time.

### Self-Service and FAQ
Users appreciate Elevio by Dixa's self-service and FAQ features for their user-friendly interface and comprehensive functionality. The platform's ability to provide quick access to help articles, contact forms, and community links directly within the software has been particularly lauded. Despite some minor challenges with integration and language support, users find that Elevio's self-service and FAQ capabilities significantly enhance the overall user experience and streamline support interactions.

### Content Creation and Management
Users also highlight Elevio by Dixa's ability to streamline the content creation process and make valuable knowledge easily accessible. The platform's support for multiple languages and its search functionality are praised for enhancing the user experience. However, some users express a desire for additional features such as language translations within articles. Despite this, Elevio by Dixa's content creation and management capabilities are generally well-received by its user base.

Elevio is a versatile software that offers various use cases to enhance user experiences and streamline support processes. Users have found the 'Help' function within their in-house data capture system particularly useful, as it allows them to access guides and FAQs instantly, eliminating the need to wait for assistance from others. This feature has empowered employees to find solutions on their own, reducing dependence on support teams and enabling quicker problem resolution.

Another key use case of Elevio is its role as a knowledge hub. Employees can easily access ongoing content creation and documentation of processes and practices, ensuring they have up-to-date information at their fingertips. This centralized platform has proven instrumental in compiling training materials by utilizing existing articles and content within Elevio, saving time and effort in creating training resources from scratch.

Especially during the pandemic, Elevio has been invaluable for remote work scenarios. Call center agents have been able to work from home while accessing the necessary information through Elevio's platform. This seamless access has facilitated effective customer support without any disruptions.

Customers of Elevio have reported significant reductions in support tickets and workloads. The software's self-service capabilities have allowed users to find answers to their questions within the application itself, resulting in decreased ticket volumes. Additionally, Elevio's automation and streamlined processes have benefited small teams by providing scalable customer support solutions. By deflecting support tickets and offering frictionless support options, Elevio has effectively reduced SLAs - Service Level Agreements and improved overall customer satisfaction.

Elevio's intuitive features, such as in-line tips and helpers placed next to website features, have been highly praised for reducing support volume. By providing contextual help throughout the user journey without requiring users to leave the webpage they are on, Elevio ensures a smooth experience for users while minimizing the need for additional support.

In summary, Elevio's range of functionalities caters to diverse user needs. Its ability to offer instant help, serve as a knowledge hub, automate support processes, and provide contextual assistance has made it an indispensable tool for improving user experiences and optimizing customer support workflows.

Easy to use and navigate: Several users have found Elev.io to be very user-friendly, with an intuitive interface that requires no learning curve. They appreciate how easy it is to create articles, implement the tool, and manipulate it over time. 

Responsive and helpful support: Many reviewers have praised the support provided by Elev.io's team. They mention that the company is responsive and helpful in addressing any queries or issues that arise during installation or usage of the tool. Some even highlight how impressed they were with the CEO personally responding to their support inquiries.

Seamless integration with other tools: A common positive aspect mentioned by users is how well Elev.io integrates with other software in their support stack, such as ZenDesk Help Center, Freshdesk, Intercom, etc. This seamless integration allows for a smooth workflow and enhances productivity by providing contextual support within their existing systems.

Limited Customization Options: Some users have found that the customization options in the product are limited, making it difficult to personalize the appearance without the assistance of a programmer. This has been a common concern among reviewers.

Lack of Collaboration Features: Several reviewers have expressed their desire for previous versions of articles and collaboration features within the tool itself, rather than having to rely on external platforms like Google Docs. They believe that having these features integrated into the tool would greatly improve their workflow and efficiency.

Limited Emoji Set: A few users have mentioned that they would like to see a fuller emoji set in the product, as they frequently use emojis in their work. This enhancement would allow them to better express themselves and communicate with others using the tool.

Subscription

Estate

Forest

Elevio by Dixa

Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.

Customer Success

Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every time. With customer recognition features, Dixa makes it possible to know your customers the second they reach out. We do this by displaying each customer's conversation history with your business in a timeline as well as their order history instantly. This ensures teams have the information they need to solve customer inquiries faster while delivering more personalized support. All conversation types (phone, email, chat, Facebook Messenger, and WhatsApp) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting, and advanced routing. Dixa’s user-friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers, and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in stronger bonds between brands and customers.

Dixa

Customer Data Extraction / Integration

Product usage

The software integrates with your application to track how customers are using your product.

Help desk / support tickets

The software integrates with your support desk and call center systems to track each customer’s support needs and activities.

Online customer community

The software tracks how each customer interacts with your online customer community or forum.

Billing

The software tracks where each customer stands in terms of billing and payments.

Marketing emails

The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.

Customer Success Management

NPS surveys

The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.

Sponsor tracking

The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.

Customer profiles

The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.

Automated workflow

The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.

Internal collaboration

The software allows members of your team to communicate and leave notes about any customer issues.

Customer health scoring

The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.

Customer segmentation

The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Customer health trends

The software allows executives to view customer health trends over time.

Engagement analytics

The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.

Revenue forecasting

Based on customer health trends, churn rates, etc., the software can predict revenue.

Dashboards

Users can create, customize and share dashboards, which provide an overview of the most important metrics.

Customer lifetime value

The software can calculate and report on customer lifetime values.

Churn rate

The software can calculate your churn rate, or the rate at which you lose customers.

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

Integration with Salesforce.com

The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.

Integration with Marketo

The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Integration with Eloqua

The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

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Customer Success Software

Elevio by Dixa

Overview

What is Elevio by Dixa?