Daktela 2025 Review + Best Alternative for E-Commerce Support

You’re looking at Daktela - and for a good reason.

It’s the kind of platform that makes customer support teams feel like superheroes. It has omnichannel routing, CRM integration, call recording, real-time dashboards… all in one sleek system. If your team runs a busy customer support center, Daktela can be the engine that keeps it all moving.

But here’s what many growing e-shops discover: sometimes, running the engine isn’t the problem. It’s the traffic jam in front of it. Most customer questions aren’t complex. They’re repetitive, predictable, and perfectly solvable without an agent ever picking up the phone or replying to an email.

In many online stores, the real challenge isn’t managing tickets; it’s preventing them. When most customer questions are simple and repeat again and again, do you really need more software to route them… or a way to solve them automatically before they even start?

So the real question is: Do you want to run support or make most of it run itself?

Daktela Features (and Why People Love It)

If your customer communication feels like a constant game of Tetris on hard mode, Daktela is the cheat code that slows it down, hands you the right piece every time, and turns the chaos into a clean board.

At heart, it’s an omnichannel contact center, which basically means every email, phone call, webchat, social media DM, and SMS message from your customers lands in one slick user interface. For many businesses, that means no more juggling between inboxes, CRMs, and messaging apps just to figure out who said what and where.

Core Daktela Features Explained

📞 Phone & Call Routing

Instead of throwing every caller into one big call center queue, Daktela uses IVR menus (“Press 1 for orders, 2 for returns”), skill-based routing (shoe questions go to the shoe expert, not the electronics guy), and call control so the right agent answers the right question the first time. Call recording is there too, so you can review calls for training or check what really happened when a customer swears they “were told something different.”

📧 Email & Helpdesk

Imagine your email inbox, but without the chaos. Daktela’s helpdesk collects all customer emails, automatically tags them, and links them to the full CRM history of that customer. That means when you open a “Where’s my order?” email, you immediately see what they bought, when they bought it, and what’s been happening since.

📱 Social Media & Messaging

Your customers aren’t just calling and emailing anymore. They’re on Facebook, Instagram, WhatsApp, and even Viber. Daktela puts all of these communication channels into one dashboard. You can answer a DM, moderate comments, and send notifications without logging in and out of five different apps or losing track of who’s waiting for a reply.

📒 CRM Module

Think of this as your customer memory. Every phone call, email, webchat, and social media message is saved in one place. So when a customer gets in touch again, even months later, your agents know exactly who they are, what they bought, and how to help. And if you already have a CRM system, Daktela can connect to it with CRM integration and REST API.

🧠 AI Features

Daktela Copilot is like having a super-assistant for your team. It can rewrite replies so they sound better, translate messages instantly, and even summarize long email threads into a quick brief. AI insights can route customers to the best agent without them even realizing it, so your team spends less time answering repetitive questions and more time solving real problems.

📊 Reporting & Real-Time Monitoring

This is your control tower. Live dashboards show agent performance, call analytics, and customer satisfaction scores as they happen. You can see if a queue is building up and fix it before customers start leaving bad reviews. Managers get the data they need to keep the whole contact center running smoothly, from queue management to spotting which communication channels need more attention.

Do You Really Need Daktela?

Exploring Daktela can feel like renting a 50-seat luxury coach with leather seats and built-in Wi-Fi… to take you and your friend to the café three blocks away. It’s comfortable, it’s capable, and if you’re moving a whole team across continents, it’s worth every feature. But if your daily customer support “trips” are short, predictable, and easy to handle, do you need the entire coach or just a nimble, fuel-efficient ride that slips through traffic and gets there faster?

Hidden Costs Behind the Features

That 50-seat luxury coach doesn’t just drive itself. It needs a driver with a special license, fuel for every trip, a parking space big enough to fit a small apartment building, and a schedule to make sure it’s worth starting the engine.

In customer support, those “seats” are your agents, the “fuel” is their time, and the “parking space” is the overhead of keeping a full-scale multichannel contact center running. With Daktela, you’re not just buying software, you’re committing to managing a system that can handle every possible communication channel: phone, email, social media, webchat, CRM integration, call recording, IVR menus, skill-based routing, and real-time reporting.

And every one of those features comes with hidden costs. You’ll need to onboard new agents so they know how to use the dashboards. Train them to update queue management and call routing without breaking something else. Keep CRM integrations synced so customer data is accurate. Maintain compliance and security settings. Review reporting tools so managers actually get useful insights, not just pretty charts. And the more advanced you go, workforce management, predictive dialing, automatic call distribution, or GDPR-level workflow management, the more moving parts you’ll have to maintain. It’s not just software; it’s an entire infrastructure that needs constant tuning.

When the Features Make Sense

It’s a fantastic setup when your support really does feel like running a tour bus at full capacity. Picture a high-volume multi-channel contact centre where inbound and outbound calls never stop, agents are juggling web chat, social media messaging, SMS messages, and even voicebots, and keeping the wheels turning feels less like office work and more like running a small airline. In that environment, workforce optimization and shift planning software aren’t luxuries. They’re the seatbelts that keep everything from flying apart.

That’s when the heavy-duty features like advanced call routing, automatic call distribution, predictive dialing, workflow management, and GDPR-compliant security solutions start proving their worth. Add in CRM integration, Microsoft Teams connectors, REST API hooks, browser extensions, and real-time monitoring dashboards that show every queue, every agent state, and every performance stat, and suddenly you’ve got the full control tower that can orchestrate the entire customer journey without missing a beat. In that kind of world, the 50-seat luxury coach isn’t oversized. It’s the only ride that gets everyone where they need to go.

But if 70–80% of your tickets are the same repetitive questions like “Where’s my order?”, “Do you ship to Italy?”, or “How do I reset my password?”, then you might be paying for an entire coach fleet when a single, smaller car could handle most trips on autopilot. For those cases, a chatbot, AI voice, or lightweight web application can give customers instant answers without burning agent hours or forcing you to manage the overhead of a full omnichannel system.

So before you buy the bus, ask yourself: are you really crossing continents every day, or just going around the block?

The Customer Support Essentials for Growing E-Shops

If the 50-seat coach from the last section is Daktela, then most growing e-shops are making short, regular trips, not cross-country tours. You don’t need a team of agents constantly juggling voicemails, call recordings, and queue management when most passengers (a.k.a. customers) just want to hop on, get a quick answer, and hop off.

The reality is that today’s customers rarely care how many communication channels you manage or how sophisticated your omnichannel solution is. They care about one thing: getting the right answer, right now. Whether it’s over Webchat, social networks, or SMS messages, they want it to feel instant and effortless.

This is where a mix of speed, self-service, and smart AI comes in.

• Speed means instant replies from chatbots or voicebots that pull real customer data from your CRM system without making someone wait in an interactive voice response menu.
• Self-service means letting customers update an address, request a return, or check an order without touching a ticket queue, all in a clean, mobile-friendly Web application.
• Smart AI means spotting patterns in user activity and answering common questions automatically, so they never become tickets in the first place.

💡 This approach even has a name: ticket deflection. Instead of letting every “Where’s my order?” or “How do I reset my password?” turn into an email or phone call, you guide customers straight into fast, automated chat where they get answered instantly and automatically. We’ve broken down the most effective tactics  from contact page redesign to proactive chat and call deflection in our Deflection Guide.

In other words, instead of hiring a full pit crew for every short trip, you set up a ride that drives itself for 80% of the journey, leaving your agents free to handle the rare moments when you really do need the full team.

💡 Want to dive deeper into automation? We’ve put together a practical guide for e-shops on customer service automation in 2025, including the best tools, tips, and the most common mistakes to avoid. If you’re curious how to take the first steps (and not trip over them), check out our article: What Every E-Shop Needs to Know About Customer Service Automation in 2025.

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But here’s the catch: even with fewer pit crew, you’re still maintaining a 50-seat luxury coach. That means compliance check-ups, queue management tweaks, CRM integrations that never stop needing updates, and dashboards that only work if your team keeps feeding them. If most of your daily rides are simple, like order status, delivery updates, or password resets, then forcing them through a luxury coach is not just overkill, it’s expensive and slow.

For many growing e-shops, that’s like paying premium fuel prices just to drive around the block. So the real opportunity isn’t in hiring better mechanics. It’s in switching the vehicle altogether. What you actually need is something built for short, predictable routes. A ride that slips through traffic, answers customer questions automatically, and gets passengers from A to B without draining your fuel or hiring a small army to keep it moving. Think of tools like Gorgias, Front, FreshDesk, or Zendesk. These platforms are like those compact cars we mentioned - easier to park, cheaper to fuel, and perfectly capable of handling most short trips. They cover the essentials (chat, email, social channels) without requiring a driver’s license for heavy machinery.

And then, there’s a third option. Instead of choosing between a big bus or a smaller car, you can skip driving altogether and let AI take the wheel. That’s where things start to get really interesting. In the next section, we’ll show you what that ride looks like.

How AI Chatbots Handle 80% of Support Without Agents

Instead of running a 50-seat luxury coach for every short trip, imagine switching to a sleek, self-driving car that knows every street in your neighborhood. Most growing e-shops don’t need complex call center workflows, predictive dialing, or advanced workforce management just to answer simple questions like order status, delivery updates, or password resets. What they need is something lightweight, fast, and built for predictable, repetitive communication.

This is where AI jumps into the driver’s seat. Instead of every “Where’s my order?” creating a ticket that crawls through queues, today’s chatbots can answer right there in web chat, social DMs, email, or messaging apps. They pull data directly from CRM systems and complete actions like updating addresses or processing returns. The magic is that it feels instant and natural, like chatting with a human who already knows your order history.

And one of the platforms built exactly for this is AMIO, a lightweight solution that automates the repetitive 80% of actions and interactions, while your team stays free to handle the rare 20% of complex cases.

Think of AMIO as that smaller car we talked about, the one that actually fits the daily routes most e-shops take. Instead of forcing every simple interaction through a heavy omnichannel contact centre with call queues, IVR menus, and dashboards that need constant updates, AMIO keeps it simple: one AI-powered chatbot that can answer almost any user question directly in web chat on your website or across social networks.

When a customer asks, “Where’s my order?”, AMIO doesn’t create a ticket or wait for an agent. It connects to your CRM system, checks the customer data in real time, and gives them an instant response. When another user wants to update their postal address, they can do it right in the chat with no need for a call center. And when someone is browsing products, the AMIO chatbot can make personalized product recommendations that actually help increase sales.

See how it works in real life 👟 Don’t just take our word for it. Footshop, one of Europe’s leading sneaker retailers, used AMIO to cut down repetitive support tasks and give customers instant answers right where they shop. The result? Faster responses, happier customers, and more time for the team to focus on growth. 👉 Curious how they did it? Read the full Footshop success story

Because every response is powered by AI, the AMIO chatbot doesn’t just follow static scripts. It learns from real-time user states, adapts to different customer journeys, and delivers the kind of omnichannel customer experience that feels effortless, whether it’s webchat, SMS, or social media messaging.

Instead of paying premium fuel prices for a bus you don’t really need, AMIO is the smart ride that takes your customers exactly where they want to go - fast, efficient, and with a better user experience.

How to Combine Daktela with AI Automation

Not every e-shop has to decide between the big luxury coach and the small self-driving car. In reality, many teams run both. Omnichannel platforms like Daktela, Gorgias or Zendesk act as the central helpdesk - the place where phone calls, emails, and social media messages land and get organized. But on top of that, AI automation tools like AMIO can slip into the driver’s seat for the repetitive 70–80% of questions and solve them instantly.

That way, agents don’t waste hours answering “Where’s my order?” or “Do you ship to Italy?”, they only jump in when it really matters. Footshop, one of Europe’s leading sneaker retailers, runs exactly this combo: Daktela as the helpdesk backbone and AMIO as the AI autopilot. The result?  👉 Read the Footshop success story

Why Bigger Isn’t Always Better in Customer Support

Looking at Daktela is a bit like test-driving a luxury tour bus.

It’s powerful, comfortable, and comes with every feature you can think of, from climate control to built-in Wi-Fi. Perfect if you’re moving a whole team across the country.

But what if most of your trips are just quick runs across town?

Do you really need a full-size bus, or would a nimble, fuel-efficient ride get you there faster with less to park, maintain, and pay for?

In customer support, it’s the same choice.

You can build out a full contact center, with agents, queues, and routing rules for every channel, or you can find a way to answer most questions automatically, before they ever join the line.

So before you buy the bus… think about the journey you actually take every day.

Ready for a smarter support ride? If most of your support could be handled automatically, why keep fueling a bus when a sleek, self-driving car can do the job better, faster, and for a fraction of the cost? Want to see it in action? Let’s hop on a 30-minute call to see how AMIO could take 80% of your support off the road and make your team look like rockstars. 👉 Book your AMIO demo now!

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