freshdesk

Cloud-based customer support platform Freshdesk has acquired Chatimity, a social chat platform used for integrating chats within mobile apps, reports VentureBeat. The terms of the deal were undisclosed.

With this acquisition, Freshdesk will get Chatimity’s technology as well as its team of 7, which will help the company build and grow a bot infrastructure to develop chatbots for benefits, support and sales. Note that Freshdesk already has a chat product and a mobile in-app support product, but it seems to have taken the acquisition route to combine these two features.

Post acquisition, Chatimity will cease functioning independently, and will continue support for its social chat app only till the 1st of December. The company, which originally started off with a consumer facing social chat app, had later added solutions like a social reputation system for automated community moderation and spam detection.

The company had also launched a chatbot named MITI, that could chat and conduct gaming sessions among users etc. Subsequently, Chatimity also started catering to enterprise use cases like sales and support and made chatbots in verticals like travel and e-commerce. It mentions that it will look to leverage this experience with Freshdesk for building the latter’s chat offerings.

Chatbots for customer service: Chatbots are becoming an increasingly effective way of interacting with users as automated replying technologies get better. This especially applies to customer support as user queries to such services are usually specific, making it easy to predict replies. As such, various platforms have begun adopting automated chat solutions.

For example, in July, Ixigo launched a travel and booking chatbot called Ixibaba, which answers simple questions related to travel planning and booking. In March, Outbrain launched a chatbot platform “Outbrain for Chat” with Telegram, Kik and Slack, enabling publishers to launch applications or content bots across popular messaging platforms.

Freshdesk’s acquisitions: Freshdesk has been rapidly expanding the customer solutions it offers through various acquisitions. In April, the company acquired Airwoot, a startup offering brands social media support. In February, it acquired Framebench, an online collaboration platform that enabled teams to share, review and comment on videos, images, documents and presentations etc. and in December last year, it acquired Konotor a marketing and customer relationship manager for mobiles. It had previously also acquired Frilp in October 2015 and 1Click.io in August 2015.