Copenhagen, Denmark-based Dixa has raised USD 36 million in Series B funding for its customer engagement solution, dubbed the “customer friendship” platform. This global customer service tech startup aims to create friendships between brands and their customers and will use this newly injected capital to accelerate the development of its product, expand innovations in data processing and enhance integration with third-party software. This Series B funding round was led by Notion Capital, with the support of existing investors Project A Ventures and SEED Capital.
Jos White, General Partner at Notion Capital, stated, “Customer service is one of the largest software categories out there. And yet the market is still operating in transactional silos and not reflecting the world we live in. We think Dixa has what it takes to upend the industry with a platform that works across any channel and brings real-time intelligence to every conversation. We couldn’t be more excited to be investing in the company.”
Launched globally in January 2018, Dixa is now part of the new generation of customer service tech companies that differ from the major players in the industry by focussing on an intelligent, conversational, and data-driven approach. The company leverages smart routing and workflows based on data and algorithms to deliver the right conversations to the right agents, along with the relevant customer data, insights and sentiments to provide additional context.
Currently, the “customer friendship” platform supports phone, live chat, email, Facebook Messenger, WhatsApp and SMS, and more channels are planned to be added in the future. Dixa’s browser-based software provides brands with the opportunity to support customers on multiple channels in real time with a level of personalization, efficiency and simplicity.
Mads Fosselius, CEO and co-founder of Dixa, said, “At Dixa, our goal is always to offer a unified and channel-neutral platform optimized for customer conversations across any channel, not just email, for example. Additionally, at Dixa, we have a laser focus on centering the agent experience around the conversation at hand and only providing agents with the most important data.”
The Danish customer service platform processes and stores all customer communications in one place, thus eliminating the need for agents to juggle several systems or programs all at once, and having to switch between multiple screens to interact with customers. According to the company, their platform helps the agents to immediately obtain information on each customer and their history when they call, email, live chat or message. This saves the agents time, and contributes to the more consistent delivery of personalized experiences, thereby increasing customer satisfaction and retention.
Over the past two years, Dixa’s monthly income has increased by 1,800 percent and its team has grown from 12 to 120 employees across five offices in Copenhagen, London, Berlin, New York City, and Kyiv. In addition to investing in its product and engineering teams, the company said it will also double-down on its go-to-market strategy in Europe and the US during 2020.