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Freshdesk Introduces New Mobile Customer Support Features, Untethers Agents From the Call Center

Update enables helpdesk agents to provide exceptional phone support from home and ‘on the go’

San Francisco, California October 28, 2014

Freshdesk, Inc., a leading provider of cloud-based customer support software, has announced a series of new features to provide greater power and flexibility for businesses with remote and geographically diverse customer support teams.

Freshdesk launched its integrated phone support last year, enabling companies of all sizes to instantly, easily, and affordably set up call centers so they can support customers by phone. Since then, support teams around the world have been using Freshfone to talk to their customers and track conversations directly in their helpdesks.

With this week’s release, companies can get local support numbers in 36 different countries, enabling them to better support their customers without building call centers in each region.

According to a Forrester report, 34 million Americans already work from home. The number is only expected to grow, and will hit 63 million in 2016. Businesses are increasingly letting their employees work remotely because of increased gains in productivity and reduction in commuting costs.

With this release, Freshfone is available as part of Freshdesk’s mobile apps on iOS and Android, so agents can answer calls and support their customers from anywhere, even when they’re on the go. Agents do not incur any call forwarding charges - they can simply start answering customers as long as they’re connected and online. With more businesses increasingly hiring remote agents to support local customers, the Freshdesk app enables companies to get these reps on board and supporting customers instantly from their mobile phones, wherever they are.

"Businesses love using Freshfone because it helps them see context as customers call in to their helpdesk" said Abishek Sridharan, Product Manager, Freshdesk. "With the new update, we’re making it incredibly easy for businesses to set up phone support in 36 countries, so agents can talk to their customers no matter where they’re working from - even on the go with our brand new updates for mobile"

"We are excited that Freshdesk is innovating on top of Twilio to help businesses reach out to customers no matter where they are. Freshdesk is enabling businesses to save time, improve agent productivity, and deliver great support" said Robert Van Brewster, SVP, Twilio Channels.

About Freshdesk:

Freshdesk makes customer happiness refreshingly easy. Freshdesk’s cloud-based customer support software enables companies of all sizes to interact with customers through email, phone calls, websites, forums and social media channels. Launched in 2010, Freshdesk has over 30,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and QuizUp. The company is headquartered in San Francisco, California and has a development center in Chennai, India. For more information, please visit or find us on Twitter: @freshdesk.

Media Contact

Arvind Parthiban