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Freshdesk raises $31M investment from Tiger Global, Accel Partners & Google Capital

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Online customer support platform Freshdesk has 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.

The company plans to use the investment raised for its global expansion plans and strengthen the R&D division of its IT Service Desk solution Freshservice.

With this investment, Freshdesk has raised a total $44 million investment across four different rounds – 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.

Founded in October 2010, Chennai-based Freshdesk provides a cloud-based customer support platform which allows businesses to support customers through traditional channels like email, phone, website and forums and social channels like Facebook and Twitter. It currently offers this service through four different subscription plans starting at Rs 999 per agent per month (on annual billing) and going up to Rs 4,499 per agent per month (on annual billing). There is also a free subscription plan with limited features and a three agent limit.

Freshdesk claims to have acquired close to 10,000 new customers in the past two quarters, bringing its total customer base to 23,000 across 175 countries. Some of its clients include 3M, Hugo Boss, Petronas, Honda, Sony Pictures, The Atlantic, Amazon’s Goodreads, Unicef and Kuoni among others.

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Earlier in January this year, Freshdesk also launched a cloud-based IT service desk solution Freshservice. The service is currently available through three different plans starting at $29 per agent per month and going up to $49 per agent per month and $99 per agent per month on annual billing. Similar to Freshdesk, it offers a free subscription plan with limited features and a three agent limit.

Other players in the customer support and help desk software segment include Zendesk which went public last month, Salesforce’s Desk.com, SupportBee, AirwootUserVoice and HelpScout.

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