Led by Notion Capital, the funding will accelerate our mission to make Customer Service more personal, intelligent and data-driven.
Notion Capital joins Dixa's existing investors, Project A Ventures and SEED Capital, leading this round of $36M, which you can also read about in TechCrunch.
Even though we raised a Series A of $14M under a year ago, we chose to take in additional capital due to the rapid growth of the business and the strong demand from investors in both the UK and US. This new injection of capital will be used to accelerate our product development and innovation specifically in regard to handling data and integrations and invest significantly in our product and engineering teams in Europe. We will also double-down on our go-to-market strategy in Europe and the US during 2020.
Dixa was founded in Copenhagen by four friends in 2015 launching in late 2017. Dixa is on a mission to empower brands to create great experiences for our customers and agents by giving them the ability to communicate in an easy and conversational way. Dubbed the “customer friendship” platform, Dixa empowers customer service teams to engage with customers, much like the way friends do.
Dixa was born out of the personal and professional frustrations the founders experienced being consumers themselves, engaging with brands and having worked within the customer service tech space for many years. Dixa's CEO and Co-Founder states:
"The customer service software space has never lacked competition, but the existing solutions still created subpar agent and customer experiences and we knew there had to be a better way. Deciding to take on and industry with giants that have been around for decades is exciting and extremely challenging at the same time."
On our decision to partner with Notion, Mads explains, "When meeting potential VCs, it’s common to have to explain your product at a higher level given the fact that your audience is probably not an expert in your space. With Notion, they understood our product and purpose immediately. It felt great to get to speak on a deeper level about Dixa and the journey we are on to an audience that just “got it" and had significant and dedicated experience within SaaS and customer engagement software."
On Notion's decision to back Dixa, Jos White, General Partner at Notion states, "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."
Notion Capital is the ‘go-to’ B2B SaaS investor in Europe, founded by experienced SaaS entrepreneurs with unique domain knowledge in the customer service software space, "which is exactly what we were looking for from an investor," says Mads.
There are many benefits Dixa see in partnering with Notion but the main three reasons we chose them are:
- Notion Capital is the ‘go-to’ B2B SaaS investor in Europe
- Notion Capital is founded by experienced SaaS entrepreneurs that personally know the "bumpy ride" of growing a company from start-up to unicorn
- Notion also happens to have unique domain knowledge in the customer service software space in particular
With their strong SaaS track record with Tradeshift, Mews, NewVoiceMedia, Paddle, Unbabel, and others, we feel that we’ve found the perfect partner. We could not be more thrilled to have a partner like Notion to accompany us on this next crucial phase of our growth.
A new breed of customer service software built on intelligence and data
Jumping to today, Dixa is part of the new generation of customer service tech companies that are disrupting the big players within the industry with an intelligent, conversational and data-driven approach.
"In today’s digital age with massively growing customer expectations across an increasing number of channels, these disconnected systems have become a heavy burden for delivering authentic customer and agent experiences. Companies must use dozens of applications and tools in their customer service tech stack just to keep up with the bare minimum, but they don’t have the data infrastructure and channel integrations necessary to handle all customer engagement seamlessly and consistently," explains Mads.
Mads continues, "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."
Smart routing and a laser focus on the agent and customer experience
In order to handle “customer friendships” at scale, Dixa employs smart routing and workflows powered by data and algorithms so the right conversations reach the right agents along with relevant customer data, insights, and sentiment to provide further context.
Dixa’s smart routing works across channels ensuring customers are accurately prioritized, regardless of whether they decide to call or send an email. As a result, brands are able to support their customers on multiple channels in real time with a level of personalization, efficiency, and ease that has previously not been possible.
In addition to Dixa’s smart routing features, all customer communication is handled and stored in one place so agents avoid having to juggle several systems and switch between screens to respond to customers. Instead, they always know each customer and their history the second they call, email, live chat or message. This helps agents save time and consistently deliver more personalized experiences increasing customer satisfaction and retention.
Mads explains, “Since all stellar customer experiences start with happy agents, Dixa wants to provide brands with a data-driven conversation engagement platform delivering the best agent and customer experience.”
Our browser-based software currently supports phone, live chat, email, Facebook Messenger, WhatsApp, and SMS and plan to continue adding more channels in the future.
2019 success and plans for growth
Since the global launch in January 2018 Dixa has seen a 1,800% increase in monthly revenue and grown from 12 to 120 employees across 5 offices in Copenhagen, London, Berlin, Kyiv, and Lviv.
On Dixa’s success in 2019, Mads Fosselius states, “I am proud and thrilled to see how not only our customers but also now investors are embracing the customer friendship movement we have started and are able to see how conversational customer engagement will change CX forever. We are really excited about what these opportunities will allow us to develop in the coming years and remain proud and humbled that so many customer-loving agents have already embraced the “one-screen-wonder” as their primary everyday customer service tool.”
“As the first institutional investor in Dixa, SEED Capital is excited to participate in this series B round and bid a new world-class investor welcome. We continue to be impressed by the team’s ability to grow, mature and execute. The amazing revenue growth shows that Dixa addresses a need among businesses to have relevant conversations in real-time across all channels with their customers. We believe Dixa is well-positioned to become a global winner in a huge and growing market.” - Niels Vejrup Carlsen, General Partner at SEED Capital