Zendesk acquires conversational platform Smooch

Customer service software provider Zendesk revealed that it has acquired Montreal based Smooch the company behind an eponymous business-to-customer messaging platform, for an undisclosed sum. Zendesk also took the wraps off WhatsApp and Slack integrations and announced new apps available through its Zendesk Marketplace.

For the uninitiated, Smooch’s AWS-hosted suite collates messages across web, mobile, and social messaging and combines user activity and existing profile data, enabling admins to create more tailored experiences. With Smooch’s embeddable software development kit and APIs for Android, iOS, and the web, a hotel, for instance, could give guests the ability to ping staff on-property, and an online retailer could manage issues like incorrect shipments and returns across channels.

Smooch supports speech on popular voice assistants, like Amazon’s Alexa and Google Assistant, along with text on WhatsApp, Facebook Messenger, Line, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS, and Rich Communication Services (RCS). Zendesk notes that Smooch has the distinction of being one of the largest providers of WhatsApp Business integration, which allows organizations to manage and send non-promotional automated messages to customers — like appointment reminders, shipping info, or event tickets — for a fixed rate.

Thanks to Smooch, Zendesk says that customers in its early access program can now reach users directly through Chat, its live chat solution for mobile and the web. Smooch brings real-time push notifications, as well as standard messaging features, like typing indicators, timestamps, cloud message storage, media support (for emojis, GIFs, images, videos, and file attachments), and read and delivery receipts.

Freshdesk acquires Frilp

Chennai based online customer service provider Freshdesk has acquired Frilp, a social recommendation app for exchanging references and recommendations. Frilp brings users contacts on social networks, phonebook and office network at one place, and helps them find services and businesses recommended by the contacts.

The acquisition will help Freshdesk leverage the technology of Frilp and enable customers to connect with friends on social networks who might provide solutions. This can also bring down the burden on companies customer service teams. Earlier, Freshdesk had acquired 1click, video chat software for an undisclosed amount to provide real time video chat based customer support to its clients.

Frilp was founded in 2012 and has raised $500,000 in funding from angel investors. In six rounds of funding, Freshdesk has so far raised $94 Million from Tiger Global, Google Capital and Accel Partners. Freshdesk competes with Salesforce and Zendesk.