Freshdesk, a cloud-based customer support company has announced its acquisition of Frilp, a social recommendation platform. Financial term of the deal has not been disclosed. This happens to be the second acquisition of Freshdesk.
Founded in 2010 and based in San Francisco, Freshdesk is a customer service provider to companies around the world like Honda, Unicef and Toshiba. It has tools to support various channels that includes phone, email, chat, website, social networks and mobile apps. Functioning with the team of 450 people, the company announced $50 million funding with Tiger Global participating in April. It has more than 50,000 customers spread across 145 countries.
On the other hand, Frilp started in 2012 helps users find recommendations on businesses, shops and services from friends as well as wider circles. It raised $500,000 in funding from angel investors including Freshdesk cofounder and chief executive Girish Mathrubootham and former Groupon executive Deva Kannan. The startup was one of the participants of Microsoft Ventures accelerator.
With the acquisition of Frilp, Freshdesk owns a peertopeer communication platform and recommendation engine, which will enable customers to reach out to businesses and other customers. “The customer service landscape and overall needs of our customers are rapidly changing, as they integrate social and mobile support capabilities into their customer programmes,” said Girish Mathrubootham, Freshdesk CEO.
Shyam Anandaraman, CEO of Frilp, “We will move faster towards our goal of enabling contextual conversations and recommendations to deliver a positive impact on a large-scale now. He also added, “With the explosion of instant messaging platforms, on-demand social recommendations and peertopeer customer conversations are becoming the norm. With Freshdesk and Frilp coming together, it will enable businesses and their customers to connect with each other, their support agents and sales representatives in a much more contextual way.”
The acquisition of Frilp is sure to help Freshdesk look for knowledgeable people from online customer forums and communities to support customer inquiries. The whole idea is to reduce the need for hiring customer service reps to answer the ever-increasing customer service queries.