Elevio

Founded in 2015 by Chris Duell and Matt Trimarchi, Elevio is a customer education platform designed to integrate knowledge bases and support systems directly within a client's website or application. The Melbourne-based company emerged from the founders' experiences with the limitations of traditional customer support. Chris Duell, with a background in computer science and software engineering, had previously founded and exited TwitHawk, an early Twitter marketing tool. This entrepreneurial journey, which included navigating accelerator programs and venture capital funding, provided the foundation for identifying a market need for more contextual and proactive user assistance. Matt Trimarchi's focus on product, growth, and user experience design complemented this vision.

Elevio's core business revolves around a B2B SaaS model, providing its platform to a global customer base of over 500 companies, including notable names like Epic Games, eBay, and Loom. The company generates revenue through tiered subscription plans. The platform is engineered to reduce the burden on support teams by empowering end-users to find answers independently. It serves a range of internal teams within its client companies, including customer support, customer success, product, and content teams, by providing tools to create, manage, and deliver information effectively.

The platform's main offering is an embeddable assistant that delivers context-sensitive help, such as articles, guides, and FAQs, directly within the user's workflow. Key features include an embeddable knowledge base, in-app 'Hotspots' for proactive guidance, analytics for measuring content effectiveness, and a Knowledge Centered Service (KCS) framework for collaborative content improvement. Elevio integrates with numerous third-party applications like Slack, Zendesk, and Intercom to fit into existing support ecosystems. A significant milestone occurred in February 2021 when the Danish customer service platform Dixa acquired Elevio for approximately US$15 million. Following the acquisition, the founders and the entire Elevio team joined Dixa to integrate the two platforms more deeply, with Elevio continuing to operate as a distinct product while enhancing Dixa's multi-channel support capabilities.

Keywords: customer education platform, knowledge management, in-app support, contextual help, self-service support, knowledge base software, customer success tools, support ticket deflection, user onboarding, product knowledge management, Dixa, Chris Duell, Matt Trimarchi, SaaS, B2B support, help authoring tool, embedded assistant, user engagement, content delivery platform, knowledge centered service