Dixa Product Card

Value Proposition

nps.today is the leading NPS and CX-based, omnichannel survey engine for Dixa. This integration lets organizations gain the ability to manage customer satisfaction and loyalty across service and sales channels with complete automation, avoiding the need for switching between systems, and without the need for major IT projects.

MEASURE

• Set up and manage branded surveys.
• Set up automated survey triggers based on closed conversations in Dixa.
• Set up NPS triggers in other customer systems.

UNDERSTAND

• Make feedback visible for the agent on a Custom Card when viewing a conversation.
• Add feedback data to the conversation on a Conversation Attribute, for analyzing data in Dixa Intelligence.
• Make feedback visible in all your other customer systems like Salesforce, Teams, Slack, and Outlook.
• Analyze feedback in your favorite BI system, including the plug & play app for Power BI.
• Identify trends with manual or AI-based tagging/categorization.

ACT

• Set up automated email alerts and notifications based on responses in nps.today.

Key Features

Send Survey

Automated surveys

• Surveys are automatically sent immediately after a Dixa conversation is closed.
• This captures fresh feedback without manual effort, providing real-time data for both the agent and management.
• In nps.today, you can establish specific survey frameworks by associating different Dixa queues with a dedicated campaign to enable feedback differentiation.

View response data in Dixa

Feedback in Conversation Custom Card

• Agents can instantly see the customer's latest feedback directly within the Dixa conversation using a Custom Card.

• The Custom Card also enables agents to always have their own feedback data available.

Feedback data on Conversation Attributes

• Feedback is pushed to a Conversation Attribute, allowing feedback data to be used for analysis in Dixa Intelligence.

Perception Gap (P-GAP)

P-GAP

• When closing a conversation, a required Conversation Attribute asks the agent to rate the quality or outcome of the conversation from their own perspective before the customer survey is sent out.
• This rating is then compared to the customer's actual rating to determine the Perception Gap (P-GAP).
• This captures the agent's subjective view and encourages the agent to immediately reflect on the interaction.
• By asking them to rate their own performance while the experience is fresh in mind, it helps build self-awareness about how well they feel they meet the customer's needs.
• The data gathered is crucial because it helps managers objectively identify where an agent's perception of their service differs from the customer's reality, leading to more targeted coaching and training.

Close the loop

Set up automated email notification

• Create automated email or Teams notifications when a customer submits important feedback, enabling you to rapidly act on incoming responses and close the feedback loop.