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

DixaThe Danish customer support platform has acquired Melbourne-based “knowledge management” mother-in-law Alevio to enhance its product and technology offering, promising more personalized customer support.

The deal is said to be worth about $ 15 million, in a combination of cash and Dixa shares. According to Dixa co-founder and CEO Madus Fossilius, Alevio’s own patriarchs outbid investors, and Alevio’s founders and employees are encouraged as part of the Dixa family.

“We have seen many partners within this space over the years and have finally decided to partner with Alevio because we have the best solution in the market,” he said. “Dixa and Alevio have worked together since 2019 through strong and tight integration between the two platforms on multiple customers and great brands. Dixa has also used Alevio’s products to support its own customers internally and for self-service, knowledge base and support center.

Folisse says that this “close partnership, strong integration, unique technology” and a growing number of mutual customers eventually led to discussions late last year, and the two companies set out to “disrupt the world of customer service” Decided to travel together. .

“The acquisition comes with many interesting opportunities, but it has been driven by a product / technology focus and is highly product and platform strategic for us,” he explains. “We long ago accepted that they have the best knowledge product in the market. We could have built our own knowledge management system, but with such a strong product already built on the same technology stack as ours and with a very aligned vision and culture for Dixa, we It felt like it is not a brain.

Founded in 2015 by Jacob Vus Peterson and Mads Fosselius, Dixa seeks to end poor customer service with the help of technology that it claims is capable of facilitating more personalized customer support. Originally a “customer friendliness” platform, the Dixa cloud-based software works on multiple channels – including phone, chat, e-mail, Facebook Messenger, WhatsApp and SMS – and employs a smart routing system to The right support requests enable people within an organization to reach the right.

Broadly, the platform competes with Zendesk, Freshdesk and Salesforce. However, there is also an overlap with intercoms in relation to live chat and messaging, and perhaps with its ever-expanding expansion to become the messagebird one “.Omnichannel Platform-as-a-Service(OPaaS) easily enables companies to communicate with customers on any channel of their choosing.

Meanwhile, Alevio has been described as bridging the gap between customer support and knowledge management. The platform helps assist agents more easily reach the correct answer when communicating with customers, and at the same time enables end-users to receive information and guidance to resolve issues common to themselves.

Machine learning is employed to provide the right support content based on the user’s query or on-going discussion, while alerting customer support teams when a document needs to be updated. The Australian company also claims that no technical skills are required to create a user guide using Alevio and says that its “embed assistant” will distribute the supporting content to the product or to any area of ​​a website ” Without enabling developers to “enable.

Adds Dixa’s CEO: “Customer support agents still spend a lot of time helping customers with the same type of questions. With Alevio we are able to ensure that agents are given the opportunity to quickly replicate best practice answers to ensure rapid, standardized and correct answers for customers. Alevio is a world leader in implementing machine learning to solve this problem. “