Dixa: Danish tech startup that aims to end bad customer service just got €12.4M funding

Dixa: Danish tech startup that aims to end bad customer service just got €12.4M funding

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Dixa, a Copenhagen and London based startup focusing on customer service has just got a funding of $14 million (around €12.4 million) in a Series A round. The funding was led by Project A Ventures together with the early investor SEED Capital.

New capital will be used to further market offerings in Europe and US

The startup aims to use the funding to grow the first Customer Friendship Platform for personal and insightful customer service. Since coming out of stealth mode and seeing significant growth in 2017, Dixa became a global platform in 2018 and achieved a 550% increase in monthly revenue over the past 12 months.

“The majority of products within the CRM and customer service space are static and siloed solutions covering only one channel very well – but not delivering a holistic customer and agent experience. I am proud and thrilled to see how not only our customers but also now investors, are embracing the Customer Friendship journey we have started. We are super stoked about what these opportunities allow us to develop in the coming years – from new features to further strengthening our brand.”, states Mads Fosselius, CEO at Dixa.

To accelerate their mission, the newly raised capital will be used to further market Dixa’s offerings in Europe and the U.S. Further, the company also plans to accelerate the development of the next-gen customer engagement software and expand sales and operations to new offices in London and Berlin.

On a mission to end bad customer service

Dixa creates a real-time, channel-neutral cloud-based customer service platform including phone, chat, e-mail, and Facebook messenger. The company was founded in 2015 by Jacob Vous Petersen and Mads Fosselius. Dixa’s mission is to end bad customer service and empower customers and businesses to build stronger bonds. In 2018, Dixa was awarded the EY Entrepreneur of the Year title for Start-up of the Year in Denmark. Dixa is based in Copenhagen and London.

No tickets, no call center, no silos

Dixa created software that supports an ongoing relationship and is on a mission to empower customers and brands to build stronger bonds — a mission that has been at the core of the company since the beginning in 2015. With all information in the same tool, agents know each customer and their history in the second they call, email, live chat or message the company — helping them provide a friendly, personalized experience every time.

“Dixa is a refreshing, new approach to true channel-neutral customer engagement and has had impressive growth to date. We are positive that the world’s customer-centric brands will embrace the platform and the customer friendship approach to developing personal bonds with their customers. Thus, they can create a significant improvement in customer experience and lifetime value” says Uwe Horstmann, General Partner at Berlin-based venture capital firm Project A.

The Dixa Customer friendship platform targets customer-centric brands with 5 to 500 customer facing agents in a variety of industries including Travel, eCommerce, FinTech and Logistics. Their current customer base includes brands like Bosch, Interflora, Danish design icon Hay and food waste movement darling Too Good to Go. Clients in 23 countries already use Dixa’s services.

Dixa sees personalisation and individualisation as the most essential elements of customer engagement. Dixa helps teams perform their best on all channels by creating software that makes it possible to deliver a consistent level of personal service — regardless of how the customer reaches out.

Further, the company sees a future where the customer experience can move beyond multi-channel or omni-channel model and instead become channel-neutral. As the customers want to contact companies in multiple ways — therefore, holistic customer service software is critical to deliver superior customer experience. The choice for a specific channel should not determine the quality of the interaction.

”Customer service and engagement is an increasingly important battlefield for most companies. Customers expect immediate top-notch service across an exploding array of communication channels. Existing customer service platforms do not serve this fast-growing market well. Dixa does. We believe Dixa has the potential to become a global category winner and are thrilled to co-lead this series A round,” says Niels Vejrup Carlsen, General Partner SEED Capital.

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