Freshdesk Acquires File Collaboration Platform Framebench

Freshdesk, a provider of cloud-based customer support software, has acquired Framebench, an online collaboration platform that enables teams to share, review, and comment on videos, images, presentations, and documents.Financial terms of the deal were not disclosed.

With the acquisition of Framebench, support agents can interact with customers and internal product teams by collaborating on the same file. For example, when the customer sends a screenshot, the agent can now make quick annotations and interact with the product team and even the customer without ever leaving the ticket. Agents can use this visual communication platform in real time while working on knowledge base articles, images, or even tutorial videos.

"The acquisition of Framebench presents an opportunity to integrate collaborative capabilities not only into Freshdesk, but also other products like Freshservice," said Girish Mathrubootham, Freshdesk's CEO, in a statement. "Freshdesk is committed to helping companies provide great customer experiences, and collaboration plays a critical role in enabling businesses stay on top of delivering customer happiness."

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After securing $55 million from Sequoia Capital India in a round of funding earlier this week, Freshdesk is continuing to expand its solutions beyond customer service. Its recently launched CRM tool, Freshsales, and mobile-first support platform, Hotline, are big areas of excitement and growth at the moment, according to company executives.

Posted November 04, 2016