The company focuses on providing seamless and personalized customer support.
Dixa, a Copenhagen, Uk-based startup that provides customer service to companies has reportedly raised $14 million in Series A funding. The investment round was led by Project A Ventures, with SEED Capital also participating in the effort.
The first ‘Customer Friendship Platform’ was founded back in 2015 by Jacob Vous Petersen and Mads Fosselius focuses on using smarter technology to provide much more personalized customer support. It works on multiple platforms including phone, chat, e-mail, and Facebook Messenger, and provides an intelligent routing system that carries support requests to the right people in the organization.
Mads Fosselius, co-founder and CEO says,
“The problem for customer facing support teams today is that tickets, shared in boxes and legacy call center solutions limit brand’s ability to connect to their customers where they want to and add extra administrative burdens that ultimately harms the customer experience,”
He further added,
“Despite companies and brands have promised stellar customer experiences and service the past 5 years based on digital transformation (example chatbots, self-service etc.) and technology vendors has promised even more, the facts are that 75 percent of all customers have had a bad customer experience within the past 6 months, and 70 percent say they will leave a brand after just one bad experience,”
The newly raised capital will be used by Dixa to accelerate its mission across Europe and the U.S., develop the next-gen customer engagement software, and expand its operations to new offices in London and Berlin.
Dixa competes with Zendesk, Freshdesk, Salesforce Servicecloud and Avaya, Cisco, and 8×8 to some degrees, but it is different as it is a one-channel neutral platform that helps friends connect and communicate, but only for engagement between brands and customers. That is the reason it is called the ‘Customer Friendship’ platform.
Dixa is on a mission to empower customers and brands to build stronger relationships. Agents can know each customer and their history as they call, email, or message the company, using the tools provided within, which helps 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 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”
Currently, Dixa is targeting “customer-centric” brands with 5 to 500 agents, such as companies in the travel, e-commerce, fintech, and transport sectors. Its customer base spans 23 countries, partnering with brands like Bosch, Interflora, Danish design icon Hay, and food waste movement company Too Good to Go.
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