Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal. Dixa’s platform is used by consumer-facing brands to serve customers across multiple channels from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for customers and agents.
The addition of Elevio’s knowledge platform makes it easier for agents using Dixa, and their customers to access the right customer support guides and content based on their specific query, ensuring agents can spend time delivering a more meaningful customer experience when it really matters.
Mads Fosselius, CEO of Dixa commented: “Customer support agents still spend a lot of time helping customers with the same type of questions over and over again. Together with Elevio we are able to ensure that agents are given the opportunity to quickly replicate best practice answers, ensuring fast, standardised and correct answers for customers. Elevio is the world leader in applying machine learning to solve this problem.”
He continued: “We believe Elevio to be the best knowledge platform on the market and we’re excited to see how much we’re able to increase customer experiences while improving life for agents by joining forces.”
Chris Duell, co-founder of Elevio, added: “We’re integrated with many customer support platforms but we feel that choosing to become a part of Dixa is a natural next step, as we share the same vision of making customer support less frustrating and more meaningful. There’s no company better at delivering multichannel customer support from a single screen than Dixa, and adding our knowledge base to that experience makes complete sense for agents and their customers.”
Both of Elevio’s co-founders, Chris Duell and Matt Trimarchi, will join Dixa’s team for the long term with an equity stake, and the company’s entire workforce, based in Melbourne, London and Toronto, will also transition to Dixa to more deeply integrate the two platforms.