Freshdesk Acquires Social Recommendation App Frilp To Improve Customer Service

Chennai and San-Francisco-based online customer service provider, Freshdesk, has acquired Frilp, a social recommendation app for exchanging references and recommendations.

The financial terms of the deal have been left undisclosed.

Frilp helps users find services and businesses recommended by user’s contacts. It brings the contacts on social network, phonebook and office network at one place.

According to Venture Beat, as part of the deal, all 19 employees of Frilp will move to Freshdesk’s development centre in Chennai. Frilp app, currently in Beta, will be shut down soon.

The acquisition will enable Freshdesk to leverage Frilp’s technology and help customers to connect with friends on social networks who have the required knowledge and expertise.

According to Dilwar Syed, President of Freshdesk, the company will incorporate Frilp’s technology in primarily three different ways.

Firstly, Freshdesk will start routing each customer service enquiry to the agent who knows most about the customer’s area of concern. Secondly, Freshdesk will search for people with relevant knowledge or expertise hanging out in customer forums and communities, and connect them with customers who bring in new inquiries. And lastly but not in the very least, it will connect customers who have service desk inquiries with their friends on social networks who might be able to solve their problems.

In August this year, Freshdesk had also acquired 1CLICK, a video chat software for an undisclosed amount.
Chennai-based Frilp was founded in 2012 by Shyam Anandaraman and Senthil Kanthaswamy. It had raised $500K in an angel funding round which included Girish Mathrubootham, CEO and founder of Freshdesk, and was also a part of Microsoft Ventures’ Accelerator Program this year.

Headquartered in the US, Freshdesk, was founded in 2010. It competes with other enterprise companies including Salesforce, Zendesk, Atlassian and others. It has more than 50K customers of which 25K customers were added in last 12 months.

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