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§ Private Profile · 333 Bryant Street, Suite 250, San Francisco, California 94107, US
Enterprise SaaS platform transforming customer service with AI and gig economy solutions for on-demand support for enterprises.
Based in San Francisco, California, Directly provides an enterprise software as a service platform that integrates artificial intelligence and gig economy labor to deliver on-demand customer service solutions. The system allows corporations to transition away from traditional fixed contact centers toward a fluid support model that routes user inquiries to specialized subject matter experts. The venture-funded company generates an estimated $160.2 million in annual revenue and has secured $66.8 million in total venture capital financing, which includes a $20 million funding round completed in April 2018. Directly is backed by prominent institutional investors such as Microsoft Ventures and True Ventures, while its enterprise client base features major technology corporations including Airbnb, LinkedIn, and Samsung. The organization is currently led by Chief Executive Officer Mike de la Cruz, though its founding year and original founders remain undisclosed.
Directly has raised $76.0M across 7 funding rounds.
Directly has raised $76.0M in total across 7 funding rounds.
Directly is a San Francisco-based technology company specializing in AI-powered customer service solutions for enterprise brands.[1] It helps companies like Airbnb, Microsoft, and Samsung enhance customer experience through cutting-edge AI and on-demand support, improving CSAT by up to 20% while reducing contact center volume and saving millions annually.[1] Backed by prominent investors including Microsoft’s M12 Ventures, Samsung NEXT, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners, and Northgate Capital, Directly employs 201-500 people and emphasizes a culture of curiosity, authenticity, and innovation.[1]
The company leverages modern tools like Salesforce Live Agent and Elasticsearch to pioneer customer service transformations.[1] It serves customer service leaders at major enterprises, solving the problem of high-volume support demands with scalable AI that boosts efficiency and satisfaction without expanding traditional contact centers.[1]
Directly emerged as a pioneer in AI-driven customer service, though specific founding details like the exact year or founders' names are not detailed in available sources.[1] Headquartered in San Francisco, it quickly gained traction by partnering with global leaders such as Airbnb, Microsoft, and Samsung, demonstrating early success in delivering measurable improvements like 20% CSAT gains and multimillion-dollar savings.[1] Pivotal moments include securing backing from high-profile venture firms like Microsoft’s M12 Ventures and Samsung NEXT, which fueled its growth and validated its innovative approach to enterprise customer support.[1]
(Note: Search results distinguish Directly from similarly named entities like Direct Technology, a 1995-founded IT consulting firm in Roseville, CA.[2][3] This profile focuses on Directly as the specified AI customer service provider.[1])
Directly rides the wave of AI-augmented customer service, a trend accelerating as enterprises seek to manage rising support demands amid labor shortages and cost pressures.[1] Its timing aligns with the maturation of generative AI and real-time analytics, enabling on-demand scaling that traditional call centers cannot match. Market forces like exploding e-commerce volumes and consumer expectations for instant, personalized resolutions favor Directly, positioning it to influence the ecosystem by setting benchmarks for hybrid AI-human support models. Clients such as Microsoft and Samsung amplify its reach, driving adoption of efficient CSAT-boosting tools across tech and consumer brands.[1]
Directly is poised for expansion as AI customer service evolves toward fully autonomous, predictive systems integrated with enterprise CRMs. Upcoming trends like multimodal AI (voice, chat, video) and deeper Salesforce/Elasticsearch synergies will likely propel further growth, especially with its strong venture backing enabling acquisitions or global scaling.[1] Its influence may grow by powering more Fortune 500 transformations, solidifying its role as a pioneer in redefining enterprise support—echoing its origins in delivering breakthrough efficiency for the world's leading brands.[1]
Directly has raised $76.0M across 7 funding rounds. Most recently, it raised $1.0M Seed in June 2024.
Directly has raised $76.0M in total across 7 funding rounds.
Directly's investors include Costanoa Ventures, Industry Ventures, M12, Northgate Capital, Samsung Next, Toba Capital, Tyler Peterson, True Ventures, Blackbird Ventures Australia, Counterview Capital, FJ Labs, Long Journey Ventures.