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Freshdesk acquires video chat provider 1Click.io


Online customer support platform Freshdesk has made its first acquisition in live video chat provider 1Click.io for an undisclosed amount, reports YourStory. The company will use this acquisition to ramp up its customer services business with video chat and co-browsing capabilities.

Like Freshdesk, 1Click.io also provides customer support services with features like video chat, voice chat, text chat, live recording, analytics and co-browsing. Post acquisition 1Click will continue to serve its current customers, although it looks like any new customers will have to sign up through Freshdesk. Note that 1Click had raised between $250,000 and $350,000 in seed funding for increasing B2B sales in January last year.

Freshdesk recently raised $50 million in a round of funding led by Tiger Global along with Accel Partners and Google Capital in April. 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 last year.

Including both these investments, Freshdesk has raised a total $94 million investment across five different rounds, the others being 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 five different subscription plans starting at Rs 999 per agent per month (on annual billing) and going up to Rs 4499 per agent per month (on annual billing), with varying degrees of features. There is also a free subscription plan with limited features and a three agent limit.

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In January last year, Freshdesk launched its 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 $79 per agent per month on annual billing. Similar to Freshdesk, it offers a free subscription plan with limited features and a three agent limit.

As of now, Freshdesk claims to have over 40,000 clients across the globe. Some of these include 3M, Hugo Boss, Petronas, Honda, Sony Pictures, The Atlantic, Amazon’s Goodreads, Unicef and Kuoni.

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

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