Freshdesk Launches In-App Real Time Messaging Service

Cloud-based customer support software startup, Freshdesk, has launched an in-app, real-time messaging service called Hotline.io. The service addresses unique challenges of mobile-first businesses to provide real time support to their customers.

As the business becomes mobile, they require anytime and everytime assistance. Hotline offers its real-time engagement and self-service features, like High Speed UI, In-App Chat, Targeted Campaigns and Mobile FAQs, for these app-based businesses to manage rapid business growth. Hotline provides synchronous messaging via multiple channels so that a customer can chat with an agent on any number of issues, from requesting a refund to getting a status update on the context.

Freshdesk website counts 60 Mn+ users who are benefiting from Freshdesk’s seamless integrated Hotline service. It records more than 100 Mn messages, thus providing proven and scalable solutions for mobile customer engagement in over 500 apps, in the form of in-app announcements, status updates, promotions and other targeted messaging.

Hotline.io comes after Freshdesk acquired, in-app customer support startup, Konotor in December last year. The acquisition helped Freshdesk build a product which works on the line of Konotor’s business platform.

At the time of acquisition, Girish Mathrubootham, founder and chief executive of Freshdesk, had said, “Mobile-first companies face a unique set of challenges in customer support and user engagement, creating the need for a different solution. The addition of Konotor to our product suite will help us create powerful customer experiences.”

Startups like Zomato and Faasos are Hotline’s early adopters and Freshdesk claims that companies like these have witnessed a 40% reduction in issue resolution time. It is to be noted that Zomato and Faasos were Konotor’s customers as well.

Founded in 2010, in Chennai, Freshdesk has built Hotline as its third product since launch. It has been working steadily to surpass its main American rivals Zendesk and Desk. The company moved its headquarters from India to San Bruno, California, and boasts to have doubled its customer base in recent years. Last April, Freshdesk closed a $50 Mn Series E round of funding.

In August 2015, the company acquired live video chat platform 1CLICK.io to strengthen its real-time chat support capabilities through co-browsing technology.

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