Freshdesk will add native video chat and co-browsing to boost the overall customer support experience
Freshdesk, the world’s leading provider of SaaS customer support software, announced today the acquisition of live video chat and co-browsing platform 1CLICK.io. The acquisition will deepen Freshdesk’s real-time chat support capabilities. It will enhance customer support teams’ abilities to provide service through the platforms and channels their customers prefer, including mobile, with integrated HD quality video and voice chat services.
In addition to enhanced video and voice features, the acquisition of 1CLICK means Freshdesk customers will soon have native co-browsing capabilities, allowing seamless collaboration between customers and agents. Co-browsing will allow support agents to see the customer's screen and interact with it in real-time to resolve issues more easily. More importantly, agents will have additional context around customer issues, enabling them to quickly a get to the root of problems and provide the appropriate solutions.
“It is exciting to see Freshdesk’s journey from a startup to 50,000 customers,” said Hrishikesh Kulkarni, Founder and CEO of 1CLICK. “We were impressed by Freshdesk’s innovative roadmap and that made it an easy decision to join them in their efforts to build out the future of customer collaboration.“
“We developed Freshdesk to make it easy for brands to interact seamlessly with their customers across any channel,” said Girish Mathrubootham, Freshdesk CEO. “Today we are delivering on that vision at full scale. Social, mobile and chat have become important channels. The acquisition of 1CLICK strengthens our video, chat and co-browsing capabilities and shows our commitment to evolving our products to meet the needs of our customers. It’s exciting to see small businesses and enterprises using Freshdesk to offer exceptional support and keep their customers happy.”
The acquisition of 1CLICK comes on the heels of Freshdesk signing its 50,000th customer and closing its $50 million Series E financing. In the past year alone, Freshdesk has more than doubled its customer base, with new customers, large and small. Freshdesk continues to grow its global customer base, adding large-scale brands like Avast antivirus, Bridgestone, and Brazil-based cosmetic giant O Boticario to a list that already includes household names like Verizon Wireless and 3M. Freshdesk is simultaneously expanding the market for customer service software, attracting businesses all over the world from Holland-based 3D printing service platform, 3D Hubs and NeCTAR Research Cloud in Australia to UK based stock trading app provider BUX, and Gett (formerly GetTaxi), the largest on-demand car service company in Europe.
”Customer experience is crucial to our business,” said Yorick Naeff, Head of Client Operations, BUX. ”We chose to partner with Freshdesk because they truly put the customer first. They provide the leading capabilities we need around social, chat and mobile app support, they continue to innovate rapidly, and they provide phenomenal support. We look forward to continuing to partner with Freshdesk as we grow.”
1CLICK was founded in 2012, with the idea of creating a real-time visual communication platform for online businesses. The company was incubated out of NSRCEL at IIM Bangalore, and was backed with seed funding from a consortium of investors featuring Naru Narayanan from The Chennai Angels and Blume Ventures.
Freshdesk is the leading provider of cloud-based customer support software. The company is headquartered in San Francisco, California and has a development center in Chennai, India. Launched in 2010, Freshdesk has 50,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania and Petronas. The flagship product allows organizations to support customers through email, phone, websites, forums and social media. With powerful features, an easy to use interface and a freemium pricing model, Freshdesk is widely used by companies ranging from startups to enterprises. For more information, visit https://freshdesk.com, http://blog.freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.
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