Customer support software maker
Freshdesk Inc. has acquired Airwoot, which help companies spot customer queries
and complaints on social media that require urgent attention. Customer support
on social channels is key for digital businesses and using platforms like
Airwoot enables them to predict conversations that may go viral and take
action.
Delivering customer support via
Social media continues to be a challenge for many companies given the high
volume of noise in the medium. Airwoot AI technology provides a powerful
platform to power the social engagement centres of the future. Airwoot used by
firms such as Snapdeal, Xiaomi Corp., Ola, Paytm, Grofers, Jet Airways, MakeMyTrip
and Cleartrip.com will continue as a standalone product.
For Freshdesk, one of India’s most
well-funded product start-ups, Airwoot from Memeticlabs Technologies Pvt. Ltd
is the fifth acquisition in nine months. Last April, Freshdesk raised $50
Million from investors Tiger Global Management, Accel Partners and Google
Capital, bringing its total funding to $90 Million. The company has been
successfully integrating start-ups it bought, into its own product portfolio.
In February, Freshdesk rolled out a
new product, Hotline.io, its third since its launch in 2011. Hotline.io was
built on the back of its December acquisition of Konotor, which helps
businesses chat with their consumer inside apps. Previously, Freshdesk has
acquired Framebench, a file collaboration platform in February, Frilp, a social
recommendation app in October and 1CLICK.io, a video chat platform in August.
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