2022年12月22日

此次收购支持了Dixa的长期愿景，即通过个性化和机器学习简化客户服务的更多方面。丹麦客户支持创新者Dixa以约1500万美元的价格收购了总部位于墨尔本的知识管理平台Elevio。面向消费者的品牌使用Dixa的平台，通过一个屏幕跨多个渠道为客户提供服务，包括社交媒体、聊天、语音和消息应用程序，为客户和代理商提供出色的体验。“这笔约15美元的收购支持了Dixa的长期愿景，即通过个性化和机器学习简化客户服务的更多方面。”Elevio弥合了客户支持和知识管理之间的差距，帮助支持代理在与客户沟通时获得正确的答案。最终用户可以通过个性化的产品知识推荐，找到必要的信息和指导，快速轻松地实时自我解决问题和提高技能。Elevio知识平台的添加使使用Dixa的代理和客户更容易根据特定的查询访问正确的客户支持指南和内容，确保代理可以在真正重要的时候花时间交付更有意义的客户体验。Dixa首席执行官Mads Fosselius评论道:“客户支持代理仍然花费大量时间一遍又一遍地帮助客户解决相同类型的问题。与Elevio一起，我们能够确保代理有机会快速复制最佳实践答案，确保为客户提供快速、标准化和正确的答案。Elevio是应用机器学习解决这一问题的全球领导者。”他接着说:“我们相信Elevio是市场上最好的知识平台，我们很高兴看到我们能够通过合作来提高客户体验，同时改善代理商的生活。”Elevio使用机器学习来确保根据用户的查询或对话中正在进行的讨论提供正确的支持内容，同时还可以在文档需要更新时智能地提醒客户支持团队。 Creating user guides with Elevio is simple, requiring no technical skill and its ‘Embeddable Assistant’ allows support content to be delivered in-product or injected into any area of a website without involving developers. 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.” Elevio, with a global customer base of over 500, was founded in 2015 by co-founders Chris Duell and Matt Trimarchi, with backing from Australian VC’s Blackbird and AirTree Ventures. Both of Elevio’s co-founders 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. Share this article: