Dixa acquires Elevio, the ‘knowledge management’ platform helping brands improve customer support

Dixa acquires Elevio, the ‘knowledge management’ platform helping brands improve customer support

Dixa, the Danish buyer help platform promising extra personalised buyer help, has acquired Melbourne-based “data administration” SaaS Elevio to bolster its product and know-how choices.

The deal is claimed to be price round $15 million, in a mix of money and Dixa shares. This sees Elevio’s personal VC traders exit, and Elevio’s founders and staff incentivised as a part of the Dixa household, in line with Dixa co-founder and CEO, Mads Fosselius.

“We have checked out many companions inside this area through the years and finally determined to associate with Elevio as they’ve what we consider is the very best answer available in the market,” he tells me. “Dixa and Elevio have labored collectively since 2019 on a number of prospects and nice manufacturers by way of a powerful and tight integration between the 2 platforms. Dixa has additionally used Elevio’s merchandise internally and to help our personal prospects for self service, data base and assist middle”.

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Fosselius says that this “shut partnership, robust integration, distinctive tech” and a rising variety of mutual prospects ultimately led to a dialogue late final yr, and the 2 corporations determined to go on a journey collectively to “disrupt the world of customer support”.

“The acquisition comes with many attention-grabbing alternatives however it has been pushed by a product/tech focus and is extremely product and platform strategic for us,” he explains. “We way back acknowledged that they’ve the very best data product available in the market. We might have constructed our personal data administration system however with such a powerful product already on the market, constructed with the same tech stack as ours and with a really aligned imaginative and prescient and tradition match to Dixa, we felt this was a no brainer”.

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Founded in 2015 by Jacob Vous Petersen and Mads Fosselius, Dixa needs to finish dangerous customer support with the assistance of know-how that claims to have the ability to facilitate extra personalised buyer help. Originally dubbed a “buyer friendship” platform, the Dixa cloud-based software program works throughout a number of channels — together with telephone, chat, e-mail, Facebook Messenger, WhatsApp and SMS — and employs a wise routing system so the appropriate help requests attain the appropriate individuals inside an organisation.

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Broadly talking, the platform competes with Zendesk, Freshdesk and Salesforce. However, there’s additionally overlap with Intercom in relation to dwell chat and messaging, and maybe MessageBird with its tried enlargement to grow to be an “Omnichannel Platform-as-a-Service” (OPaaS) to simply allow corporations to speak with prospects on any channel of their selecting.

Meanwhile, Elevio is described as bridging the hole between buyer help and data administration. The platform helps help brokers extra simply entry the appropriate solutions when speaking with prospects, and concurrently permits end-users to get data and steering to resolve frequent points for themselves.

Machine studying is employed in order that the right help content material is supplied based mostly on a consumer’s question or on-going dialogue, while additionally alerting buyer help groups when paperwork want updating. The Australian firm additionally claims that creating consumer guides utilizing Elevio doesn’t require any technical expertise and says its “embeddable assistant” permits help content material to be delivered in-product or injected into any space of an internet site “with out involving builders”.

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Adds the Dixa CEO : “Customer help brokers nonetheless spend lots of time serving to prospects with the identical kind of questions time and again. Together with Elevio we’re in a position to make sure that brokers are given the chance to shortly replicate finest apply solutions, making certain quick, standardised and proper solutions for patrons. Elevio is the world chief in making use of machine studying to resolve this downside”.


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