Freshdesk Launches Hotline.io for In-App Mobile Customer Support



Freshdesk, a provider of cloud-based customer support software, has released Hotline.io, an in-app, real-time messaging service, to help mobile-first businesses provide real-time customer support.

Hotline.io enables real-time customer support through in-app messaging and provides agents with the context and tools to handle high volumes of time-sensitive inquiries.

"Phone and email are not ideal channels for mobile app users. Mobile-first businesses face a unique set of challenges that need specific solutions," said Girish Mathrubootham, CEO of Freshdesk, in a statement. "Support needs to be in-app, engagement should be real time, context must be readily available, and the solution has to be massively scalable. We built Hotline with these in mind."

Hotline.io brings together technology that Freshdesk gained during its recent acquisition of Konotor with Freshdesk's own Mobihelp.

In addition to high-speed, real-time support, Hotline.io enables companies to proactively engage with customer segments through in-app announcements, status updates, promotions and other targeted messaging.

"I think the future of improving customer experience and customer delight lies in real time proactive engagement. Hotline, delivers that to us," said Kritymoy Boroowa, senior manager of operations at Zomato, a global restaurant discovery and food delivery service, in a statement. "Once we moved to Hotline, there were quicker responses, much quicker resolution, and a drop in people moving to social media for them to be heard."

Zomato is one of several Hotline.io customers offering on-demand services via mobile apps. With Hotline.io, these early adopters have seen faster resolution of customer issues, including a 45 percent reduction in first response time and a 40 percent reduction in resolution time.


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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