Dixa vs Help Scout
Dixa and Help Scout, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Dixa
Agentic customer service platform for ecommerce. AI agent (Mim), routing, Team Hub, Discover analytics/QA.
Best for Ecommerce and DTC brands at mid-market scale.
2015 · Copenhagen, Denmark (+ London).
Help Scout
The most intuitive customer support platform.
Best for SMB and mid-market across SaaS, ecommerce, education, and healthcare.
2011 · Boston, MA (fully remote).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- DixaPer-agent/mo plus usage add-ons (Mim per conversation, voice per minute).
- Help ScoutPer seat monthly; AI Answers billed separately per resolution.
- Free plan
- DixaNo
- Help ScoutYes. Up to 5 users, 1 inbox, 1 Docs site.
- Free trial / guarantee
- DixaNot offered publicly (book demo).
- Help Scout15-day (Standard and Plus); 3-month unlimited AI Answers for new accounts.
- Price
- DixaEUR 89/agent/mo (Growth, monthly). About EUR 71 annual. · EUR 139/agent/mo (Ultimate, monthly). · EUR 179/agent/mo (Prime, monthly).
- Help ScoutStandard $25/user/mo (monthly); about $21 annual. · Plus $45/user/mo; about $38 annual. · Pro $75/user/mo; about $63 annual.
- Seat minimum
- Dixa7-seat minimum cited.
- Help ScoutPro: 10 users minimum; others none beyond Free's 5.
- Unlimited agents
- DixaNo. Priced per seat.
- Help ScoutYes. Pro (10-seat minimum).
- Implementation fee
- DixaNot disclosed.
- Help ScoutNot disclosed; onboarding specialist is a paid add-on; Pro incl. account manager.
- Transparency
- DixaPartial. Base tiers public, add-ons in overage list, contracted rates via sales.
- Help ScoutHigh. All prices public.
- Pricing last verified
- Dixa2026-06-02 (overage list effective Oct 15 2025).
- Help Scout2026-06-02
Channels
Where each tool can talk to customers.
- DixaNative
- Help ScoutNative
- Live chat
- DixaNative
- Help ScoutNative (Beacon)
- In-app messenger
- DixaNative (Dixa Messenger).
- Help ScoutNative (Beacon iOS and Android SDK)
- Voice
- DixaNative (VoIP, browser-based).
- Help ScoutVia integration (Aircall, CloudTalk, JustCall, Talkdesk, Ringover)
- SMS
- DixaNative
- Help ScoutVia integration (Aircall)
- DixaNative
- Help ScoutNative (added Mar 2026; Plus and Pro)
- Social
- DixaNative. Messenger, Instagram DM, Trustpilot.
- Help ScoutNative (Instagram confirmed; others implied)
- Unified inbox
- DixaNative. Team Hub (12 channels).
- Help ScoutNative
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- DixaNative VoIP. Browser-based, included all plans.
- Help ScoutVia integration only. No native telephony.
- Voice AI / transcription
- DixaYes. Auto-transcribed, searchable, feeds Auto QA. Paid add-on.
- Help ScoutNot offered natively (depends on partner).
- Telephony billed separately
- DixaYes. Inbound EUR 0.02/min, outbound EUR 0.05–0.57/min, BYOC EUR 0.02/min.
- Help ScoutYes. Billed by the integration partner.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- DixaYes. Mim (built in-house 2023, OpenAI GPT) resolves end-to-end across chat, email, WhatsApp, Messenger, Instagram, SMS.
- Help ScoutYes. AI Answers resolves in Beacon and escalates to a human.
- Copilot / Assist mode
- DixaYes. AI Co-Pilot: smart drafts, summaries, suggested tags/actions, translation, auto-tagging.
- Help ScoutYes. AI Assist (tone, grammar, translate), AI Drafts, and AI Summarize.
- Claimed automation rate
- DixaUp to 80% containment. Tink 59% email, Smartphonehoesjes 82% live chat.(claimed)source
- Help Scout73.19% average resolution with AI Answers.(claimed)source
- AI channel coverage
- DixaChat, email, WhatsApp, Messenger, Instagram DM, SMS. Voice AI preview Q3 2026.
- Help ScoutBeacon (web and mobile chat); AI Drafts and Assist in email, chat, and Docs.
- Agentic actions (API) vs answer-only
- DixaActions via API. Refunds, cancellations, returns, address updates via Shopify/Magento.
- Help ScoutAnswer and resolution only. No external API actions.
- Knowledge sources
- DixaKB articles, website content, policy documents, customer-uploaded PDFs.
- Help ScoutDocs sites, public URLs, PDF, Word, Excel, Google Docs and Sheets, and Improvements snippets.
- Underlying model
- DixaOpenAI GPT (version not named).
- Help ScoutOpenAI API (version undisclosed); does not train its own model.
- Trains on past tickets
- DixaNot disclosed. Learns from KB, not explicitly historical tickets.
- Help ScoutNo. Never uses your data to train models.
- Pre-deploy simulation / sandbox
- DixaNot disclosed.
- Help ScoutYes. Run AI Answers through any scenario.(claimed)source
- Multilingual
- DixaYes. Dozens of languages. KB 30+ languages.
- Help ScoutYes. AI Answers in 50+ languages; AI Assist translates 13.
- Runs on your existing helpdesk vs native-only
- DixaNative only.
- Help ScoutNative only.
- AI pricing model
- DixaUsage-based add-on: per conversation (Mim), per agent/mo (Co-Pilot).
- Help ScoutPay-per-resolution add-on ($0.75); Assist, Drafts, and Summarize on Plus and Pro; 3-month free trial.
- AI unit price
- DixaMim EUR 0.60/conversation. Auto QA EUR 0.07/conversation.
- Help Scout$0.75 per AI resolution; prepay for up to 33% savings.
- Copilot / Assist price
- DixaAI Co-Pilot EUR 47/agent/mo (overage rate).
- Help ScoutIncluded on Plus and Pro (not Standard or Free).
How Open.cx compares
Open.cx runs on top of Dixa or Help Scoutas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- DixaSOC 2 Type I (Q4 2023) and Type II (Feb 2024).
- Help ScoutSOC 2 Type 2.
- GDPR
- DixaYes. DPA, DPO, right-to-be-forgotten anonymization.
- Help ScoutYes. EU and UK GDPR, Swiss FADP; DPA; DPF participant.
- HIPAA / PCI
- DixaNot disclosed.
- Help ScoutYes. Pro plan; BAA required.
- SSO / SAML
- DixaPaid add-on (EUR 8/agent/mo). Included in Prime plan.
- Help ScoutYes. SAML SSO (Pro).
- Data residency
- DixaEU on AWS Ireland, backup in second EU location. No customer-selectable regions.
- Help ScoutNo. AWS US only; no EU or regional hosting.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- DixaCount not disclosed. Categories: ecommerce, CRM, WFM, marketing, chatbot/AI, surveys, logistics.
- Help Scout100+ apps.
- Shopify depth
- DixaDeep native. Bidirectional: view orders, refunds, cancellations, shipping. Mim queries live data, multi-store.
- Help ScoutNative. Order status, refunds, and order management in the inbox; Shopify App Store.
- Open / public API
- DixaYes. Open API, docs at docs.dixa.io.
- Help ScoutYes. Inbox API, Docs API, Chat API, and Webhooks.
- Developer SDK / MCP
- DixaNot disclosed (API docs referenced, SDK not explicit).
- Help ScoutCustom Apps framework; Beacon iOS and Android SDK; no server-side SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- DixaYes. No-code Flow Builder / Automation Builder.
- Help ScoutYes. If/then workflow builder.
- Triggers / automations
- DixaYes. Trigger-based on live data (Shopify status). SLA breach triggers plus webhooks (Q1 2026).
- Help ScoutYes. Condition-triggered workflows (run once per conversation).
- Routing
- DixaYes. Skills-based, VIP prioritization, overflow/failover, multi-brand. All plans.
- Help ScoutYes. Auto-assign via workflow rules.
- Macros / canned responses
- DixaMacros listed as Ultimate and Prime feature.
- Help ScoutYes. Saved Replies.
- SLA management
- DixaYes. SLA monitoring. Breach automation plus webhooks (Q1 2026).
- Help ScoutYes. 1 policy on Standard, 2 on Plus, unlimited on Pro; NRT tracking.
Collaboration
How support teams work a queue together.
- Internal notes
- DixaNot disclosed (not explicitly described).
- Help ScoutYes. @Mentions.
- Collision detection
- DixaNot disclosed.
- Help ScoutYes. Built in on all plans (yellow and red indicators).
- Side conversations
- DixaNot disclosed.
- Help ScoutNot offered (notes and splits instead).
- Shared inbox
- DixaNative. Team Hub unified queue.
- Help ScoutYes. Core product.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- DixaYes. AI-powered KB, internal and external, 30+ languages.
- Help ScoutYes. Docs; 1 site on Free and Standard, extra at $20/mo.
- Help center
- DixaYes. Branded portal, AI search, custom domain. Up to 30% deflection claim.(claimed)source
- Help ScoutYes. Docs, embeddable in Beacon.
- Community forum
- DixaNot offered
- Help ScoutNot offered.
- AI answers from knowledge base
- DixaYes. Mim and Co-Pilot draw from KB. AI search surfaces articles.
- Help ScoutYes. AI Answers from Docs; tracks search gaps.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- DixaYes. Real-time queue/agent/channel dashboards with drill-down.
- Help ScoutYes. 7 built-in reports.
- Custom reports
- DixaAdvanced Insights paid add-on (EUR 35/agent/mo).
- Help ScoutNo. Not native; raw data via Inbox API.
- Included in lowest tier
- DixaReal-time dashboards plus standard analytics in Growth. Advanced Insights add-on.
- Help ScoutReporting on all paid plans, including Standard.
- CSAT surveys
- DixaYes. CSAT and NPS (Growth feature). AI Satisfaction Insights (Q1 2026).
- Help ScoutYes. Happiness report (post-conversation surveys).
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- DixaDedicated implementation (2-4 weeks), KB migration, integration setup, training, no-dev config.
- Help ScoutSelf-serve; onboarding specialist (paid add-on); Pro incl. dedicated onboarding.
- Support channels
- DixaHelp Center, API docs, status page, release notes. Direct channel not specified.
- Help ScoutEmail on all paid plans (priority); no customer phone support.
- Dedicated CSM
- DixaIncluded from day one (implementation, optimization, reviews). Threshold not disclosed.(claimed)source
- Help ScoutStrategic account manager on Pro.
- Implementation partners
- DixaCo-sell partners: DigitalGenius, Ada AI. Woolman (Shopify Platinum).
- Help ScoutNot disclosed. No partner directory.