Home / Companies / Freshdesk acquires Konotor to boost customer support solutions on mobile

Bengaluru: Freshdesk Inc., a start-up that provides customer support platforms for enterprises, has acquired Konotor, which helps businesses reach their consumers through a chat interface from within their apps, to boost its customer experience on mobile platforms.

This is the third acquisition by the US-based Freshdesk, which has so far raised $95 million from venture capital firms Accel Partners, Google Capital and Tiger Global Management LLC.

The five-year-old firm acquired video chat platform in August and social recommendation app Frilp in October to increase its scale of offerings.

“Mobile-first 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. The addition of Konotor to our product suite will help us create powerful customer experiences," said Girish Mathrubootham, founder and chief executive, Freshdesk, in a statement on Wednesday.

Konotor, founded in 2012 and run by Demach Software India Pvt. Ltd, help businesses communicate directly with their users to share announcements or promotions, and also allows users to talk to support teams.

It claims that its platform supports more than 40 million users through the apps it works with and has customers such as restaurant-discovery platform Zomato Media Pvt. Ltd, online financial services company (A&A Dukaan Financial Services Pvt. Ltd) and food-delivery service Faasos Food Services Pvt. Ltd.

Konotor will continue to exist independently and serve its existing customers. “We continue with our existing roadmap for Konotor: to build stronger customer engagement experiences, and augment the support capabilities (tapping into Freshdesk’s domain expertise) for mobile apps. Our existing customers stand to benefit as we have access to more resources and capabilities to build upon the current offering," said Srikrishnan Ganesan, one of the co-founders of Konotor.

Freshdesk, which is one of India’s biggest product start-ups, has 50,000 customers globally, competes with global heavyweights ZenDesk and In November, it hired former LinkedIn India managing director Nishant Rao as its chief operating officer.

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