Customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa $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.
Elevio bridges the gap between customer support and knowledge management, helping support agents to have the right answers at their fingertips when communicating with customers, and end-users to find the necessary information and guidance to self-resolve issues and upskill in real-time quickly and easily through personalised in-product knowledge recommendations.
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.
“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.”