Dubbed Hotline.io, the product enables mid-size to large companies to engage with mobile customer via in-app announcements, status updates, promotions and other targeted messaging, in addition to real-time support.
Hotline stems from Freshdesk's acquisition of two-way messaging solution Konotor last year. Konotor was subsequently merged with Freshdesk's existing chat product Mobihelp to form Hotline.
For Freshdesk, the Hotline service is a logical addition to its platform given the proliferation of mobile messaging services and the rise of mobile commerce. It's now an expectation for businesses to have rapid response capabilities when it comes to customer support queries. And now more than ever, the younger generation of mobile-minded consumers want support through messaging.
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 Bruno, California, and boasts to have doubled its customer base in recent years. Last April Freshdesk closed a $50 million Series E round of financing.
In August the company acquired live video chat platform 1CLICK.io to 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.