Dixa, a Copenhagen-based startup that offers a pulpit to help companies support more efficient and more consistent customer service across multiple channels, has raised $14 million in Series A funding. The round is led by Project A Ventures, with participation from early investor SEED Capital.
Founded in 2015 by Jacob Vous Petersen and Mads Fosselius, Dixa is on mission to end bad customer service with the help of smarter engineering to facilitate more personalised customer support. Dubbed a” client friendship” scaffold, the cloud-based software works across multiple canals — including telephone, chat, e-mail and Facebook Messenger — and applies a smart routing structure so the right aid applications reach the right people within an organisation.
” The trouble for customer-facing support teams today is that tickets shared in containers and gift bawl center solutions limit a brand’s ability to connect to their customers where they want to and include additional administrative burdens that ultimately injures “the consumers ” suffer ,” co-founder and CEO Mads Fosselius tells me.
” Despite companies and brands predicting stellar customer experiences and work,[ with] digital conversion and technological sciences marketers predicting even more, the facts are that 75 percent of all customers have had a bad client experience within the past six months and 70 percentage say they will leave a brand after just one bad suffer ,” he says, quoting Salesforce’s recent’ Commonwealth of the Connected Customer’ 2018 report.
Dixa’s solution is described by Fosselius as a “next-gen” client commitment scaffold built for personal and insightful exchanges across all canals. To various degrees, it contests with Zendesk, Freshdesk, Salesforce Servicecloud and Avaya, Cisco and 8×8.” Dixa is different as it’s a one channel-neutral scaffold and it operates[ how[ pals connect and express, but for engagement between labels and their patrons. We call it a’ Customer Friendship’ platform ,” says Fosselius.
This examines Dixa help companies ensure that customers can always get the help they need when they need it and on the channel they favor. The software’s algorithms smartly re-route requests to the remedy human or bot based on a raft of data. This includes past speeches, orderings, the examinations and sentiment. Additionally, the context is taken into account, such as the communication channel applied, web page visited, machine, etc ., and the skills plus availability of the relevant customer-facing employee.
The result, says Dixa, is a structure that stirs it is feasible to deliver a consistent grade of personal busines, regardless of how “the consumers ” reaches out.
To that end, the Dixa platform is targeting “customer-centric” labels with 5-500 customer-facing agents, such as scale-ups and companies in the travel, e-commerce, fintech and transportation/ delivery sectors. Its current customer basi spans 23 country level includes labels like Bosch, Interflora, Trustpilot, Danish design icon Hay and food waste movement company Too Good to Go.
Adds Fosselius:” We don’t believe in tickets and siloed’ silver bullet’ customer support answers doing one thing or one channel very well, the nations of the world of customer support is moving towards communicative patron action or’ client friendship’ as we like to call it, where the strong bail and relation between brands and patrons are the center piece .”