Chennai-based customer support platform Freshdesk has acquired Airwoot, a startup which offers brands social media support, for an undisclosed amount, the latter announced on its blog. According to Airwoot, its entire team has already moved to Chennai and that Airwoot will remain a standalone product. This is Freshdesk’s fifth acquisition.
Airwoot plans to expand its team size, while Freshdesk plans to use the startup’s AI algorithm. Airwoot claims to have 70,000 customers globally, including Zoomcar, Paytm, Snapdeal, MobiKwik, Xiaomi, Goibibo, Ola, MakeMyTrip, Fresh Menu, Cleartrip and Grofers. The startup also claims that its interface helped brands to respond to 98% of their Twitter mentions and messages in under 2 minutes. Its dashboard lets its clients sift through relevant social media mentions instead of engaging with all, along with a ‘virality score’ that alerts the company before the ‘conversation goes out of control’.
Airwoot funding: In August 2013, the Delhi-based Airwoot raised an undisclosed amount of investment from Kae Capital and angel investors like Rajan Anandan, Sasha Mirchandani, Sunil Kalra and Samir Sood. The company was launched in January 2012 by Prabhat Saraswat and Saurabh Arora and then offered a social media customer support helpdesk solution for companies.
Freshdesk’s previous acquisitions: In February, Freshdesk acquired Framebench, an online collaboration platform that enabled teams to share, review and comment on videos, images, documents and presentations etc. The acquisition was an all cash and stock deal. In December last year, the company acquired Konotor a marketing and customer relationship manager for mobiles for an undisclosed amount. It had previously acquired Frilp in October 2015 and 1Click.io in August 2015. Frilp is a social recommendations platform while 1Click.io provides customer support services.
Freshdesk funding: In April last year, Freshdesk raised $50 million in a round of funding led by Tiger Global along with Accel Partners and Google Capital. It had also raised $31 million in Series D funding round led by existing investor Tiger Global and participation from existing investor Accel Partners and new investor Google Capital in June 2014. Including both these investments, Freshdesk has raised a total $94 million investment across five different rounds, including a $7 million round from Accel Partners and Tiger Global in November 2013, a $5 million round from Accel Partners and Tiger Global in April 2013 and a $1 million round from Accel Partners in December 2011.
COO appointment: In October 2015, Freshdesk appointed Nishant Rao as chief operating officer. Rao would be responsible for all non R&D aspects of Freshdesk. Rao joined Freshdesk from LinkedIn, where he was the country manager for India for almost 3 years. At the same company, Rao worked as the director of business operations and head of global sales strategy for about a year and half.