Dixa raises $105M Series C to transform customer service worldwide; the largest funding round for a Denmark-founded tech startup

Customer service is one of the most important aspects of any business that is too often overlooked by the company’s senior management. It is one of the important services that makes or breaks a company. Today, some of the world’s biggest companies don’t even offer human customer support or live chat. The only option left for the customers is to contact the customer support team via email, which in some cases could take days or even weeks. However, this also creates opportunities for innovative startups.

Dixa is a Danish tech startup that is on a mission to put an end to poor customer service. It’s a big undertaking, but they’re well on their way. Dixa was originally founded as a customer service solution and later evolved into a customer engagement platform.

Today, Dixa announced a Series C funding round totaling $105 million making it the largest funding round ever announced for a Denmark-founded tech startup. The round was led by General Atlantic, a leading global growth equity investor with a history of backing and scaling companies that transformed their industries, with participation from existing investors Notion Capital Project A and Seed Capital.

Dixa will use the new funding proceeds to invest in product development, including potential new acquisitions (following Dixa’s acquisition of Melbourne-based Elevio in January 2021), and plans to quadruple the engineering team by the end of 2022. Additionally, the company will focus on significantly scaling Dixa’s global presence.

Dixa was founded in Denmark in 2015 by Jacob Vous Petersen, Jakob Nederby Nielsen, Krisztian Tabori, and Mads Fosselius. The company later launched to market in 2018 and has quickly grown into a global company with offices in Copenhagen, London, New York, Berlin, Kyiv, Tel Aviv, and Melbourne. Dixa helps brands build stronger bonds with their customers and eliminate bad customer service through unifying all communication channels and customer data in one platform in a simplified and seamless environment across new and existing touchpoints such as messaging, live chat, email, or voice.

“After a smooth transition from a traditional customer service provider, we now have a holistic view of all agents and customers interacting easily with Dixa. Customer Champions can do more for customers and for the business because the algorithm gives them more agency over how to create value in every customer engagement while taking away micro-decisions around which engagements are a high priority. Dixa does the heavy lifting and prioritization work, so we create valuable, connected experiences for customers.” – Stacy Justino, Customer Service Leader at Wistia

“The profitability and efficiency mindset that has been the industry standard for years simply helped brands keep up with customers. That was the omnichannel approach in technology, but its time has passed. In response to a major shift to value in consumer behavior, brands need a truly agile, productivity-enhancing tech stack that evolves with customers and doesn’t lag behind. This is how we shift from transactional, ticket-based customer service to value-added customer engagement. That’s what we are offering to our customers so they stand out and create long-lasting business value through Customer Friendship™,” continues Mads Fosselilus, Dixa CEO.

“Customer service software is undergoing a fundamental transformation, moving away from disjointed, transactional approaches towards longitudinal, conversational engagement. Dixa has helped to define and lead this multi-experience approach, with a product and vision that is meeting the market where it is headed,” added Tom Hussey, Vice President in General Atlantic’s Technology sector focused on B2B software. “Drawing from a deep understanding of customer service operations, Mads and the Dixa team are bringing a fresh, next-generation approach to the customer experience. We look forward to partnering with the company to significantly accelerate the business’ expansion into North America and growth internationally.”

Dixa Team