Dixa acquires Elevio, the ‘knowledge management’ platform that helps brands improve customer support – TechCrunch

Dixa, the Danish customer support platform promising more personalized customer support, has acquired Melbourne-based “knowledge management” SaaS Elevio to strengthen its product and technology offerings.

The deal is reportedly worth around $ 15 million, in a combination of cash and Dixa shares. This leads to the exit of Elevio’s own venture capitalists, and Elevio’s founders and employees are incentivized to be part of the Dixa family, according to Dixa co-founder and CEO Mads Fosselius.

“We have looked at many partners in this space over the years and finally decided to partner with Elevio because they have what we think is the best solution in the market,” he tells me. “Dixa and Elevio have been working together since 2019 on several clients and major brands thanks to a strong and close integration between the two platforms. Dixa has also used Elevio products internally and to support our own customers for self-service, knowledge base and help center ”.

Fosselius says that “close partnership, strong integration, unique technology” and a growing number of joint customers finally led to a discussion late last year, and the two companies decided to go together to “disrupt the world. of customer service “. .

“The acquisition comes with a lot of exciting opportunities, but it was driven by a product / tech orientation and is highly strategic for the products and the platform,” he explains. “We have long recognized that they have the best knowledge product on the market. We could have built our own knowledge management system, but with a product already so strong, built with a technology stack similar to ours and with a very aligned vision and culture suited to Dixa, we thought it was a great fit. evidence ”.

Founded in 2015 by Jacob You Petersen and Mads Fosselius, Dixa wants to end bad customer service with technology that claims to be able to facilitate more personalized customer support. Originally dubbed a ‘customer friendliness’ platform, Dixa’s cloud-based software works across multiple channels – including phone, chat, email, Facebook Messenger, WhatsApp, and SMS – and uses a routing system. smart so that the right support requests get to the right people in an organization.

Generally speaking, the platform competes with Zendesk, Freshdesk and Salesforce. However, there is also an overlap with Intercom when it comes to live chat and messaging, and perhaps MessageBird with its attempt to expand into an “Omnichannel Platform as a Service” (OPaaS) to enable businesses to easily communicate with customers on any channel of their choice.

Meanwhile, Elevio is described as a bridge between customer support and knowledge management. The platform helps support agents more easily access the right answers when communicating with customers, and simultaneously enables end users to get information and advice to resolve common issues on their own.

Machine learning is used to ensure that the appropriate support content is delivered based on a user’s request or an ongoing discussion, while also alerting customer support teams when documents need to be updated. The Australian company also claims that creating user guides using Elevio does not require any technical skills and claims that its “embeddable assistant” allows supporting content to be delivered in the product or injected into n ‘any area of ​​a website “without involving the developers”.

The CEO of Dixa adds, “Customer service agents still spend a lot of time helping customers with the same type of questions over and over again. Working with Elevio, we are able to ensure that agents have the ability to quickly replicate best practice responses, ensuring quick, standardized and correct responses for clients. Elevio is the world leader in applying machine learning to solve this problem ”.

Joseph P. Harris