Latest acquisition continues the company’s mission to develop and acquire new innovations impacting the future of customer communications over social, mobile and chat
Freshdesk, the global leader in cloud-based customer support software, announced today its acquisition of Frilp, the social recommendation platform that connects users with each other and allows them to recommend products and services. With this acquisition, Freshdesk gains a peer-to-peer communication platform and recommendation engine which will enable customers to reach out to businesses and other customers
The acquisition comes as more brands are grappling with the best way to leverage the power of existing customers in a timely, contextually relevant way. Customers today are not only looking to get assistance from support reps, but also want to interact with other customers and communities around brands. Businesses have a great opportunity to leverage the community’s knowledge to resolve issues for their customers. Frilp brings technology driven intelligence to better facilitate peer-to-peer customer interaction. This technology will be integrated into Freshdesk’s platform to connect customers with the best people to provide the answers they need.
"The customer service landscape and overall needs of our customers are rapidly changing as they integrate social and mobile support capabilities into their customer programs," said Girish Mathrubootham, Freshdesk CEO. "Providing our customers with the tools they need to keep their customers happy is what is driving Freshdesk’s growth and why we are so excited about integrating Frilp’s peer-to-peer learning and natural language processing technology into our current offering."
"Frilp is one of the first Indian startups that has succeeded in developing deep technology to solve particularly difficult problems," said Ravi Narayan, Director, Microsoft Ventures. "Frilp was part of Microsoft Ventures’ Accelerator Plus Program and we are proud to be a part of their startup story. They will be a great value add to the Freshdesk team, enabling them to offer more powerful solutions to their customers."
This announcement comes on the heels of Freshdesk passing the 50,000 customer mark, doubling its customer base over the past year. Freshdesk also recently announced the acquisition of 1CLICK, to deepen its omnichannel support capabilities through video chat and co-browsing technology.
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, The Atlantic, 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.
Frilp was started as a peer-to-peer social recommendation platform in 2013. The company was incubated out of CIIE at IIM Ahmedabad and was part of the Microsoft Ventures Growth Accelerator program. It was also one of the Top 25 Hot Startups recognized by Kauffman Foundation (Startup Open) and One of Top 5 UKTI Rocketship Winners. Frilp has more than one hundred thousand users on its platform.
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