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.”
Additional Quotes:
“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