Hotline offers in-app messaging, rich campaigns and FAQs for mobile apps
San Bruno, California
February 24, 2016
Freshdesk, the global leader in cloud-based customer support software, today announced the launch of Hotline.io, an in-app, real-time messaging service, to help mobile-first businesses provide the real-time support their customers require.
There has been significant growth in on-demand businesses globally over the past few years. In 2014, investment activity in on-demand mobile services rose 514 percent. These businesses face particularly strong customer service challenges because customers expect instant resolution without having to leave the app. These unique challenges require native in-app customer support that can scale. Hotline.io enables real-time customer support through in-app messaging and provides agents with the context and tools to efficiently handle high volumes of time-sensitive inquiries.
"Phone and email are not ideal channels for mobile app users. Mobile-first businesses face a unique set of challenges that need specific solutions," said Girish Mathrubootham, CEO, Freshdesk. "Support needs to be in-app, engagement should be real time, context must be readily available, and the solution has to be massively scalable. We built Hotline with these in mind."
The launch of Hotline marks the successful collaboration between the Freshdesk and Konotor teams, and comes within two months of Konotor’s acquisition in December. The Hotline product is built on Konotor and Freshdesk’s own Mobihelp. In addition to high-speed, real-time support, Hotline.io enables companies to proactively engage with customer segments through in-app announcements, status updates, promotions and other targeted messaging.
"I think the future of improving customer experience and customer delight lies in real time proactive engagement. Hotline, delivers that to us," said Kritymoy Boroowa, senior manager of operations, Zomato, a global restaurant discovery and food delivery service. "Once we moved to Hotline, there were quicker responses, much quicker resolution, and a drop in people moving to social media for them to be heard."
Zomato is one of several Hotline.io customers offering on-demand services via mobile apps. With Hotline.io, these early adopters have seen faster resolution of customer issues –– a 45 percent reduction in first response time and a 40 percent reduction in resolution time.
Freshdesk is the leading provider of cloud-based customer support software. The company is headquartered in San Bruno, California, with offices in London, Sydney, and Chennai. 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, mobile apps, 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.