Dimelo Review

Dimelo OUR SCORE 84%
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our score 84%
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  1. What is Dimelo
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Awards Section
  6. Technical Specifications
  7. Available Integrations
  8. Customer Support
  9. Pricing Plans
  10. Other Popular Software Reviews

What is Dimelo?

Dimelo is an integrated customer experience software suite that supports a range of digital channels including mobile, chat, social networks, and email. You can use this platform to provide high-quality service to your customers by processing their queries according to agent availability, customer profiles, and your SLAs. With Dimelo, you don’t have to guess how much coverage is required for each channel. You can simply adopt a global approach to resource management and assign agents in real time to each digital channel as needed. In addition, you can gather all customer engagements on digital channels and sync customer profiles and ticket info with the CRM you are using. Dimelo Digital supports a range of integrations including with Microsoft Dynamics and Salesforce. In addition, the software provides reporting and analytics tools you can use to analyze and direct each digital channel and make smart investment decisions based on the observed results. Top brands that utilize Dimelo SaaS applications include Axa, Leroy Merlin, and Orange. Dimelo clients are able to improve brand equity, reduce operating costs, and boost customer satisfaction with this easy-to-use and effective tool.

Product Quality Score

Features
8.4
Ease of use
8.5
Customer support
8.4
Value for money
8.4
8.4
TOTAL SCORE

Main features

  • Omni-Digital Platform
  • Open API
  • Digital Identification Module
  • ICE (Dimelo’s Proprietary Machine Learning Engine)
  • Filter Messages
  • Route Messages to Qualified Agents
  • Automated Qualification of Messages
  • Anti-Spam Filter
  • Define Rules and Criteria
  • Dedicated Agent Workspace
  • Queue Management
  • SLA (Service Level Agreement)
  • Response Time Indication
  • Automated Message Forwarding
  • Escalation Rules
  • Desktop Notifications
  • Customer Digital Profile
  • Conversation History
  • One-Click Customer Record Access
  • Automatic Responses
  • Reply Assistant
  • Knowledge Base
  • Spell Checker
  • Validation Response Rules
  • Real-Time Agent Activity Tracking
  • Live Conversations
  • KPIs (Key Performance Indicators)
  • Automated Questionnaires

List of Benefits

Benefits

Dimelo Social

Dimelo features this module which collects all feeds from social media channels to enable large-scale processing of customer interactions and traceability of conversations. It provides all the features you need to enhance your effectiveness and convert your customers into brand ambassadors. You can easily toggle between different social channels to provide prompt responses to customers in whatever channel they may be. In addition, Dimelo Social utilizes a self-learning algorithm that detects message patterns, routes messages to the right agents, suggests replies, and filters unrelated messages.

Dimelo Chat

Dimelo reviews indicate that the Chat module enables you to assist your visitors in real time. You can view your visitors’ browsing patterns and proactively offer the chat tool at the right time. Identify your valuable customers and provide them relevant solutions. In addition, you can enhance the customer experience by sharing multimedia files with them. Plus, you can automatically send surveys to measure customer satisfaction.

Dimelo Mobile

Dimelo Mobile enables you to retain the whole history of your conversations with your customers. You can go back and view the history even after closing the solution. Customers get a push notification if you reply after they have closed the application. In addition, Dimelo Mobile enables you to exchange geolocation data, videos, and images with your customers. Finally, the offline access facility stores customer messages sent when network is poor and enables you to access them after network improves.

Dimelo Mail

Dimelo Mail is a comprehensive tool for email management. It goes beyond basic routing and tracks your process, and controls all details from message categorization to the quality of agent responses. The best part is Dimelo Mail is integrated into unified processing console that includes all digital channels such as mobile, social networks, and email. This helps your agents to respond seamlessly to consumers on time, irrespective of the channel. In addition, the module offers accurate reporting and stats on your agents’ performance.

Dimelo Communities

This module enables you to promote customer self-service and minimize costs. Your customers can utilize the support community to ask questions and get answers from their peers. On this self-service forum, you can provide a centralized knowledge base and promote useful content. Another advantage is your agents are saved from responding to simple and common queries, and can focus their time on high-value tasks. The FAQ community provides published answers to common customer questions. In the Guru Community, experts provide answers to consumer queries. Finally, you can use the co-innovation community to collect the sentiments and opinions of your customers and exchange ideas with them to foster collaboration and co-innovation.

Awards Section

In our Dimelo reviews the software has been distinguished with our Great User Experience Award and Rising Star of 2018 Award.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

Available Integrations

  • Facebook
  • Facebook Messenger
  • Twitter
  • Instagram
  • Youtube
  • Google+
  • Dimelo Chat
  • Dimelo Mobile
  • WeChat
  • Viber
  • SMS
  • Dimelo Communities
  • Lithium
  • RightNow Community
  • Tapatalk
  • Bazaarvoice
  • InSided
  • WordPress
  • Dimelo Mail
  • Recast AI
  • IBM Watson
  • BotFuel
  • BotMind
  • Inbenta
  • Arabot
  • SalesForce
  • Microsoft Dynamics
  • SAP
  • Oracle
  • Synthesio
  • Viavoo
  • TalkWalker
  • Genesys
  • Avaya
  • CISCO
  • Service Now
  • Freshservice
  • Jira Service Desk
  • Kissflow
  • Pega
  • Pipefy

Video

Customer Support

Phone
Online

Pricing Plans

Free trial
Quote-based Plans
Contact vendor
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