Fixify, an innovative company combining AI with human expertise to enhance IT help desks, has successfully raised $25 million in a Series A funding round. This investment, co-led by Costanoa Ventures, Decibel Partners, and Paladin Capital Group, with participation from Scale Venture Partners, will be used to scale Fixify’s workforce and accelerate its product development, aiming to improve the overall help desk experience for businesses and their employees.
Fixify’s unique solution bridges the gap between AI-driven automation and the need for human interaction in IT support. More than 50% of employees reportedly avoid using IT help desks due to inefficiencies and poor service, according to Fixify’s IT Help Desk Benchmark Report. This report highlights common frustrations faced by employees, with software and application issues, as well as password resets, being the most frequent causes for IT tickets. By utilizing AI for routine issues and combining it with human analysts, Fixify seeks to alleviate these frustrations while providing a more personalized support experience.
At its core, Fixify offers a series of solutions designed to transform IT support:
- Human and AI Collaboration: Instead of relying solely on chatbots or fully automated systems, Fixify ensures that every user interacts with a trained analyst, backed by AI to quickly diagnose and resolve issues. This approach focuses on making employees feel cared for, not just “handled.”
- Flexibility for IT Teams: Fixify integrates seamlessly with existing IT help desk processes and systems such as JIRA, Freshservice, ServiceNow, and Slack. IT teams can choose which tickets are handled by Fixify and toggle between different use cases, like access requests or account recovery, allowing them to focus on more complex tasks.
- Advanced Metrics and Sentiment Analysis: Fixify’s platform offers real-time sentiment analysis, which monitors emotional tone during support interactions, detecting mood shifts and providing suggestions to enhance user experience. Additionally, Fixify provides organizations with detailed insights into ticket categories, efficiency metrics, and recommendations for improving IT services.
Fixify’s co-founder and CEO, Matt Peters, emphasizes the importance of human connection in the company’s vision. “We want people to feel cared for, not handled or ‘resolved’ when reaching out to IT for support” said Peters. “We understand IT teams are overwhelmed and inundated with tickets. Delays in support slow down staff and are frustrating. Our solution centers around humans – both IT teams and employees – to improve the overall experience for both.”
A New Take on the IT Help Desk
Fixify was founded in 2023 by a team of cybersecurity experts with decades of combined experience. The company’s founders, Matt Peters (CEO), Mase Issa (COO), and Peter Silberman (CTO), previously worked together at Expel, a leading Managed Detection and Response (MDR) provider, where they gained valuable insights into how businesses handle IT and cybersecurity challenges.
Drawing on this background, Fixify’s mission is to remove the burdens of repetitive tasks from IT teams, allowing them to focus on more strategic initiatives. Its approach resonates particularly well with businesses that struggle to manage IT workloads efficiently while maintaining a high-quality employee experience.
A key aspect of Fixify’s value proposition is its ability to adapt to each client’s specific workflows and existing systems. Companies don’t need to overhaul their current processes or re-train staff, which makes the transition to Fixify’s service smooth and minimally disruptive. The company’s AI-driven root-cause analysis further enhances troubleshooting capabilities, allowing analysts to pinpoint and resolve issues faster.
For businesses concerned about performance tracking and operational visibility, Fixify’s platform offers robust dashboards that provide real-time insights. IT teams can monitor ticket resolution times, identify patterns, and even track end-user sentiment throughout the support process. This data-driven approach not only improves service but helps companies proactively address recurring IT issues.
Strategic Insights for the Future of IT Help Desks
Fixify’s latest funding round signals investor confidence in its innovative approach. Tony Liu, Partner at Costanoa Ventures, highlighted Fixify’s unique use of AI to address real-world problems. “How AI is used to solve everyday problems determines how compelling it is for a business. Fixify is using AI not just to unblock IT teams but also to help employees get their problems resolved faster,” said Liu.
The funding will also enable Fixify to continue refining its platform to ensure it remains flexible, scalable, and adaptable to changing business needs. With plans to expand its workforce and further develop its product suite, Fixify is positioned to make a significant impact on how businesses handle IT support.
As businesses increasingly turn to AI and automation to streamline operations, Fixify’s approach stands out by maintaining a critical human element. Fixify not only helps organizations manage their IT workload more effectively but also prioritizes the well-being and productivity of employees—a win-win for businesses aiming to keep up in a fast-paced digital world.
For businesses interested in learning more about how Fixify can transform their IT help desk, they can explore additional information on Fixify’s official website, where potential clients can book demos and gain insights into the company’s cutting-edge technology.
With its combination of AI, human expertise, and a clear focus on improving both IT team efficiency and employee experience, Fixify is set to reshape the future of IT support, making it more efficient, empathetic, and scalable.
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