Chennai-based enterprise software startup FreshDesk has acquired mobile-first user engagement platform Konotor. The third acquisition by the startup in 2015 depicts its mission to deliver omni-channel customer service.
FreshDesk made its first acquisition in August 2015 with live video chat provider 1CLICK.io and second one in October 2015 with social recommendation app Frilp.
“Mobilefirst companies face a unique set of challenges in customer support and user engagement, creating the need for a different solution. Konotor has demonstrated significant early success in addressing this need by enabling marquee apps to engage better with their users,” said Girish Mathrubootham, CEO, Freshdesk.
Founded in 2012 by Srikrishnan Ganeshan, Vignesh Girishankar, and Deepak, Chennai-based Konotor is basically a two-way communication channel for app developers to allow users to interact with the app. Konotor integrates with an app and has a WhatsApp like appearance which blends in with the app interface.
Users of the app get a separate tab or icon via which they can reach out to the app developers, who in turn can take in feedback, answer queries, and more. Its customers includes Target, Zomato, Times Internet, Faasos, and BankBazaar.com. The company’s platform supports more than 40 million users through the apps it works with. The startup is backed by Target, Qualcomm Ventures, and Accel Partners.
“We have been working with the Freshdesk team for a while and share a similar vision and passion for improving customer experience. Coming together with Freshdesk, we will be able to invest more in our technology and leverage Freshdesk’s expertise in customer support. Together we aim to help businesses engage and support their app users,” said Srikrishnan Ganesan, Cofounder, Konotor.
Girish further stated that this latest acquisition will further help FreshDesk serve an increasing number of mobile-first businesses. Launched in 2010, Freshdesk has 50,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas. The flagship product allows organizations to support customers through email, phone, websites, forums, and social media.
Freshdesk has so far raised $94 million over six rounds from marquee investors like Tiger Global, Google Capital, and Accel Partners. The firm, according to industry sources, was valued at nearly $500 million when it raised $50 million in April 2015. The company has not confirmed this valuation number.