Dixa, the Danish customer support platform promising extra personalised customer support, has acquired Melbourne-based “data administration” SaaS Elevio to bolster its product and expertise 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 workers incentivised as a part of the Dixa household, in keeping with Dixa co-founder and CEO, Mads Fosselius.
“We have checked out many companions inside this area over the years and finally determined to accomplice with Elevio as they’ve what we consider is the finest answer in the market,” he tells me. “Dixa and Elevio have labored collectively since 2019 on a number of prospects and nice brands by means of a robust and tight integration between the two platforms. Dixa has additionally used Elevio’s merchandise internally and to support our personal prospects for self service, data base and assist heart”.
Fosselius says that this “shut partnership, robust integration, distinctive tech” and a rising variety of mutual prospects finally led to a dialogue late final 12 months, and the two corporations determined to go on a journey collectively to “disrupt the world of customer service”.
“The acquisition comes with many fascinating alternatives but it surely 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 finest data product in the market. We may have constructed our personal data administration system however with such a robust 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”.
Founded in 2015 by Jacob Vous Petersen and Mads Fosselius, Dixa desires to finish unhealthy customer service with the assist of expertise that claims to have the ability to facilitate extra personalised customer support. Originally dubbed a “customer 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 proper support requests attain the proper folks inside an organisation.
Broadly talking, the platform competes with Zendesk, Freshdesk and Salesforce. However, there’s additionally overlap with Intercom in relation to reside chat and messaging, and maybe MessageBird with its tried growth to turn out 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 customer support and data administration. The platform helps support brokers extra simply entry the proper solutions when speaking with prospects, and concurrently allows end-users to get info and steerage to resolve frequent points for themselves.
Machine studying is employed in order that the appropriate support content material is supplied based mostly on a consumer’s question or on-going dialogue, while additionally alerting customer support 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” allows support content material to be delivered in-product or injected into any space of a web site “with out involving builders”.
Adds the Dixa CEO : “Customer support brokers nonetheless spend lots of time helping prospects with the similar sort of questions time and again. Together with Elevio we’re ready to make sure that brokers are given the alternative 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”.