Delhi-based Airwoot has raised an undisclosed amount of investment from Kae Capital and angel investors like Rajan Anandan, Sasha Mirchandani, Sunil Kalra and Samir Sood. The company plans to use the investment raised for technology development and for hiring.
Launched in January 2012 by Prabhat Saraswat and Saurabh Arora, Airwoot offers a social media customer support helpdesk solution for companies and aims to help businesses engage their customers on Facebook and Twitter and resolve customer complaints. The company was part of the eight batch of The Morpheus accelerator.
Airwoot claims to have developed a social semantic engine which uses natural language processing and machine learning techniques to automatically prioritizes customer complaints based on importance and differentiate the actionable messages from the non-actionable ones in real time. It also provides a email collaboration tool for brands to collaborate with their internal and external teams and provides customer support analytics for brands.
Airwoot was in private beta until now and the company claims to have completed pilots with top brands in India, although it hasn’t disclosed any specific names of these brands. Coinciding with this investment, the company has now come out of private beta and aiming for customers in the e-commerce, retail, banking, travel and FMCG sectors.
While we couldn’t find any pricing information on the company site, a Tech2 report suggests that Airwoot works on a software-as-a-service (SaaS) model and offers various monthly plans starting at $399, depending upon the social media traffic volume and the social media team size.
Competitors: Freshdesk offers multi channel customer support (email, phone, chat, web, Facebook and Twitter among others) and recently launched in-sync Facebook apps which allows brands to sync support materials like knowledge base and how-tos onto their Facebook page and engage their customers directly from their Facebook page. Other players in the customer support segment include SupportBee, Zendesk, Desk.com.