Dixa, a Copenhagen and London based start-up focusing on customer service announces a funding of $14m in a Series A. The funding is led by Project A Ventures together with early investor SEED Capital and will be used to build the first Customer Friendship Platform for personal and insightful customer service. This will further propel Dixa’s progress, which since coming out of stealth mode and seeing significant growth in 2017, meant a global launch in 2018 and a 550% increase in monthly revenue over the past 12 months.
Mads Fosselius, CEO at Dixa said,“The majority of products within the CRM and customer service space are static and siloed solutions doing one thing 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.”
To accelerate their mission, the newly raised capital will be used to further market Dixa’s offerings in Europe and the U.S., accelerate the development of the next-gen customer engagement software and expand sales and operations to new offices in London and Berlin.
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 the company since the beginning in 2015. With all information in the same tool, agents know each customer and their history the second they call, email, live chat or message, helping them provide a friendly, personalized experience every time.
Uwe Horstmann, general partner at Berlin-based venture capital firm Project A said,“Dixa is a refreshing, new approach to true omni-channel 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 develop personal bonds with their customers and create a significant improvement in customer experiences and lifetime value for their customers.”
The Dixa Customer friendship platform targets customer-centric brands with 5-500 customer facing agents in a variety of industries including scale-up, travel, e-commerce, fintech and transport/delivery and the current customer base include 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.
A channel-less future of highly personal customer engagement
Dixa sees personalization and individualization as the most important elements of customer engagement. Creating software that makes it possible to deliver a consistent level of personal service, regardless of how the customer reaches out, is how Dixa helps teams perform their best on all channels. Dixa sees a future where the customer experience moves beyond being multichannel or omnichannel and instead becomes channel-less because that is the experience that will win with customers in the end.
Niels Vejrup Carlsen, general partner SEED Capital said, “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.”
The SMB market for customer related software is enormous and in Europe and US alone it’s about 13 billion businesses and worth $55bn for CRM services alone, according to Gartner.