Freshdesk buys live video chat platform 1CLICK to bolster co-browsing services

Freshdesk said 1CLICK's co-browsing feature will add greater context during the problem resolution process and ultimately reduce the time agents spend on each help-desk ticket.

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Cloud-based customer support platform Freshdesk is buying the live video chat platform 1CLICK.io, the company announced Tuesday.

Terms of the acquisition -- the company's first -- were not disclosed.

Google Capital-backed Freshdesk said video and voice features from 1CLICK will strengthen its real-time chat support capabilities through co-browsing technology, which enables help desk agents to see a customer's screen and interact with it in real-time to resolve issues.

While co-browsing sounds a lot like screen sharing, the two are actually distinct features. Screen sharing requires third-party software to be installed by the users, and because one party has access to the other party's entire computer, it puts potentially sensitive files at risk.

With co-browsing, a help desk agent has access only to a user's browser or web page, which is ostensibly more secure. However, for co-browsing technology to be successful, it must navigate the security protocols in various browsers.

In addition to security, Freshdesk said 1CLICK's co-browsing feature will add greater context during the problem resolution process and ultimately reduce the time agents spend on each help-desk ticket. 1CLICK also gives Freshdesk a bit more prowess in mobile, as its integrated HD video and voice chat services work natively on the channel.

"We developed Freshdesk to make it easy for brands to interact seamlessly with their customers across any channel," said Girish Mathrubootham, Freshdesk CEO.

Founded in 2010 in Chennai, India, Freshdesk has been working steadily to surpass its main American rivals Zendesk and Desk. The company moved its headquarters from India to San Francisco and boasts to have doubled its customer base over the last year. In April Freshdesk closed a $50 million Series E round of financing.

As for 1Click, the company was founded in 2012 and incubated out of NSRCEL at IIM Bangalore. The startup has focused on co-browsing and other forms of live visual communication. Its early backers include Blume Ventures and angel investor Naru Narayanan from the Chennai Angels.