Copenhagen-based SaaS startup Dixa raises $36M in funding to end bad customer service

Dixa, the SaaS startup that offers a customer service platform delivering more personal and data-driven customer experiences, has closed $36 million in Series B funding. Leading the round is Notion Capital, with participation from existing investors Project A Ventures and SEED Capital.

Dixa was founded in Copenhagen in 2015 by four friends and is on a mission to empower brands to create great experiences for their 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.

To various degrees, the platform competes with Zendesk, Freshdesk and Salesforce Servicecloud, however, “The majority of software created within the customer service space typically specializes in one or two channels – but fails to deliver a holistic and data-driven customer and agent experience,” says Mads Fosselius, CEO and Co-founder of Dixa. “Dixa is different as it’s a unified and channel-neutral platform optimized for customer conversations across any channel,” tells Fosselius.

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. Dixa primarily works with customer-facing teams and digital growth brands. Customers include Rapha, DriveNow, Too Good To Go, ViaBill, and Interflora.

Dixa will use the injection of capital to accelerate its product development and innovation and invest significantly in their product and engineering teams in Europe. During 2020, it will also double-down on the go-to-market strategy in Europe and the US, where the company is seeing strong demand.

Even though Dixa had already raised a Series A of $14M less than a year ago, they chose to take in additional capital due to the rapid growth of the business.

“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. With their strong SaaS track record with Tradeshift, Mews, NewVoiceMedia and others, we feel that we’ve found the perfect partner,” says Mads Fosselius.

“Customer service is one of the largest software categories out there,” says Jos White, General Partner at Notion. “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.”