Dixa wants to build strong bonds between companies and customers — and with the recent series A investment round they are one step closer to achieving that goal on a global scale!
The ambitious young software company, Dixa closed early February a USD 14 million Series A funding round led by Project A Ventures with SEED Capital as co-lead. The investment will mainly be used to fuel growth and to further expand their international customer base in Europe and US. They target an aggressive customer and revenue growth of more than 4x in 2019.
SEED Capital invested as the first institutional investor together with a strong syndicate of angels in 2017. We invested because the team is stellar, and the opportunity is large. They have not disappointed us so far.
Dixa offers a customer friendship platform that solves a huge problem for most brands. Dixa eliminates bad customer service and instead helps to build strong bonds between brands and customers. This is achieved through a platform that provides the best customer conversations. The company wants it to be just as easy to connect with customers as it is with friends — what they also define as customer friendship! The company is built upon this vision and it is clearly demonstrated in their service.
Why is conversational customer experience so important?
The customer experience is more important today than ever before. In almost every case a company’s service determines whether a customer wants to make a purchase, repurchase or discard a company. Bad customer service and communication is the most frequent reason why customers leave, and information about poor experiences spreads quickly in the social networks jeopardizing the reputation of a company. For that reason, customer experience is increasingly becoming a top priority at management level for most companies.
Today’s customer expectations are 24/7 contact opportunities and omnichannel service. Customers are no longer content with being treated as another number in the queue. They want to be treated as a friend of the company who will be within reach whenever needed. Studies show that these expectations are on the rise with 75% already expecting brands to deliver a ubiquitous and consistent experience on every touchpoint and channel.
Communicating with customers on several channels is challenging. It can be very difficult to obtain an overview of previous correspondences and issues such as: Who is the customer? What has previously been ordered or communicated? Which type of communication does he or she prefer? These are important details if you want to provide a sufficient, coherent and positive conversational customer experience. In addition, successful customer service might also be a great way to differentiate your brand from competitors!
How is Dixa solving this problem?
Dixa delivers personal and effortless customer service, that unifies the customer experience across all channels including email, chat, messaging and phone. The system recognizes every customer no matter which channel they are contacting you from. This means that all information about the customer is gathered in one place, making it possible to see previous orders and conversation history.
The company sees a channel-less future of highly personal customer engagement where the customer experience moves beyond being multichannel or omnichannel. Instead the experience becomes channel-less; which is the experience that will win customers in the end. Founder and CEO of Dixa, Mads Fosselius, notes that customer service is changing: “While the big players keep talking about channels, customers have moved on and are now part of a movement towards ongoing conversations with brands. Customers don’t care about channels and for brands it’s simple really, because when you stop focusing on channels, you can start focusing on engaging personally and insightfully with your customers.”
Dixa was founded by Mads Fosselius, Jacob Vous Petersen and two other co-founders back in 2015. The company was established based on an idea between the four friends who felt that silos in customer service was disconnecting customers from brands. As of today, the team has already managed to spread their concept across borders by acquiring over 100 customers in 23 different countries, including Bosch, Interflora, Saxo.com and Too Good To Go. Last year the only three-year-old company managed to reach a turnover of DKK 5 million with a monthly growth of 20 pct. Another important highlight was taking home the title as ‘the Start-up of The Year’ at EY Entrepreneur of the Year award show. According to the jury: ‘Dixa is a very impressing company with a lot of potential and drive’. We agree! See video & interview.
Why we invested in the company
The team behind Dixa has achieved a great deal in a very short time, and the company already shows great results. The ambitions of the team are higher for the coming years, where the goal is to further expand to other countries as well as becoming the best customer service platform in the world! This makes it an interesting journey to be a part of and follow!
”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. If they don’t get it, they walk. 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.
We are confident that the company will make it all the wait. And as investors we are very proud to be a part of their exciting journey. Watch out for Dixa!
Do you want to improve the relations to your customers? Then visit www.dixa.com.
