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August 10th, 2016

Freshdesk names STS Prasad senior VP of engineering 

BENGALURU: Freshdesk has appointed STS Prasad as its senior vice president of engineering. In his new role, he will be responsible for accelerating technology development and overseeing infrastructure enhancements to support the growing customer base of the Chennai-based software firm.

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August 10th, 2016

Freshdesk goes shopping at WalmartLabs and bags its head

Freshdesk has come a long way from its early days when a Yahoo designer turned down an offer because he didn’t want to move to Chennai. Now, with offices across the world from San Bruno to Chennai, this Indian SaaS (software-as-a-service) success story is attracting top global talent. Today Freshdesk announced the appointment of S.T.S. Prasad as senior VP of engineering. Prasad was VP of engineering at Kosmix which got acquired by Walmart. 

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August 8th, 2016

ET’s Startup of The Year Award goes to Freshdesk

BENGALURU: Software company Freshdesk has claimed top honours at The Economic Times Startup Awards 2016, joining a group of winners distinguished by technical prowess and a track record of performance. Meeting on Saturday in Bengaluru, an exemplary jury chaired by Infosys co-founder Nandan Nilekani plumped for those combining solidity and an ability to scale, choosing winners in eight award categories.

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July 7th, 2016

Fresh wind in the SME CRM Market with Freshsales?

It appears to be demo week for me. After Jon Ferrara gave me a deep dive into the leading social sales application Nimble and I got a dive into the new travel management solution Traform by my old friend Balamurugan Kalia, Sreelesh Pillai introduced me to Freshsales. Freshsales is the new social sales solution by Freshdesk, a company that got founded in the second half of 2010 only and until now focused their efforts on customer service and support.

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July 3rd, 2016

Freshdesk Introduces Freshsales, CRM with Something Extra

Freshdesk, the company known for its online customer support and help desk  software, has unveiled a new software as a service solution aimed to help sales teams keep track of prospects in much the same way. The creation of Freshsales, a customer relationship management (CRM) solution and sales system designed for sales reps, was in great part inspired by the the company’s own struggles with acquiring new customers for its customer engagement solution. 

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June 24th, 2016

Freshdesk enters core CRM market targeting SMB sales pros

Over the past five years, Freshdesk Inc. has built a base of more than 80,000 paid and freemium customers – and a market capitalization of more than $500 million – with a focus on customer relationship management (CRM) software for support organizations.

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June 22nd, 2016

Google-backed Freshdesk takes on Salesforce with a new tool

Cloud-based software provider Freshdesk, the first company outside the US backed by Google Capital, today launched a new tool to rival Salesforce. It’s called Freshsales. India’s Freshdesk is no stranger to taking on global rivals, outdoing American rival Zendesk within five years of its founding. 

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June 22nd, 2016

Freshdesk to focus on ‘high ­velocity’ sales teams with new product, ‘Freshsales’

Freshdesk , a leading cloud-based customer engagement software provider, on Wednesday announced that it had launched a new product, ‘Freshsales’, a customer relationship management (CRM) solution and sales system, designed for sales representatives working in ‘high­ velocity environments’.

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June 22nd, 2016

Freshdesk launches all-in-one CRM solution for sales representatives

Cloud-based customer engagement software firm Freshdesk has launched Freshsales, a customer relationship management (CRM) solution and sales system integrating various products required in a CRM, targeting the sales representatives working in tough environment.

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June 22nd, 2016

Freshdesk Launches Freshsales, CRM For Sales Teams To Negate The Need For Integrating Multiple Tools

Cloud­-based customer engagement software provider Freshdesk has launched Freshsales, a customer relationship management (CRM) solution and sales system designed for sales representatives working in high­ velocity environments. 

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May 31st, 2016

Freshdesk opens a regional office in Berlin

Freshdesk, the cloud-based customer support software, has opened a regional office in Berlin , Germany. The Berlin office will be led by Arun Mani , Managing Director in Continental Europe. Mani joined Freshdesk in early 2016. Mani's initial focus is on hiring talent in Berlin, to service customers in Europe and scale the business in the regions. 

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May 30th, 2016

Freshdesk Continues Global Expansion: Opens New Regional Office In Berlin

Cloud-based customer support software provider Freshdesk said it will open a new regional office in Berlin, as it continues to expand its global operations. Freshdesk, which has doubled its customer base in just over a year to 80,000 customers, has nearly a third of its business coming from Europe.

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May 10th, 2016

Indian SaaS on fire: Freshdesk enters Gartner Magic Quadrant

Helpdesk software maker Freshdesk today became the first Indian startup to enter Gartner’s Magic Quadrant (MQ) for customer engagement. MQ is a series of reports published by American research and advisory firm Gartner aimed to provide a qualitative analysis into a market and its direction, maturity, and participants.

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To get your complimentary copy of the 2016 Gartner Magic Quadrant for CRM Customer Engagement Center report, Click Here

May 12th, 2016

Indian SaaS Startup Freshdesk Enters The Gartner’s Magic Quadrant

A joint study by Google and Accel India, earlier this year, states that Indian SaaS companies are expected to reach the $10 Bn revenue mark in 2025. It also counted over 500 SaaS startups in India who are collectively earning a revenue of $600 Mn annually.

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To get your complimentary copy of the 2016 Gartner Magic Quadrant for CRM Customer Engagement Center report, Click Here

May 10th, 2016

Chennai-based Freshdesk recognized in Gartner’s 2016 Magic Quadrant for CRM Customer Engagement Center

Chennai-based Freshdesk on Tuesday announced that it has been recognized by Gartner in the Magic Quadrant for CRM Customer Engagement Center, making it the only startup from India to be selected to the Quadrant.

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To get your complimentary copy of the 2016 Gartner Magic Quadrant for CRM Customer Engagement Center report, Click Here

May 7th, 2016

We Are Not Acquiring Revenue, We Are Acquiring Talented Technology

Girish, who had built four customer helpdesks prior to Freshdesk, understood the power of challenging bad customer service and other grievances over a social platform. This gave birth to a fresh approach towards the customer service space by allowing companies to respond to their customers via social media tools, apart from other regular mediums.

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May 5th, 2016

7 huge ways companies lose by falling down on customer service

If you’re starting a new business or improving an existing one, there’s no shortage of outlets offering helpful advice. With a mere Google search, you’ll see plenty of recommendations on conducting market research to make sure there’s an audience for what you’re selling, crafting a product to meet the demands of that audience, tips for creating marketing campaigns, or building up your brand through the curation of strategic content.

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May 5th, 2016

Freshservice Ranks #1 in Customer Satisfaction in G2 Crowd's Spring 2016 Best Service Desk Software Report

Freshdesk, a global provider of cloud-based customer support software, announced today that its service desk software solution, Freshservice, has ranked highest in customer satisfaction in the G2 Crowd Spring 2016 Service Desk Software Grid and has been named a High Performer for its overall ease of use, quality of support, and strong market presence, among the 48 service desk tools evaluated.

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April 24th, 2016

How to Hire for Customer Support

When you have just under two hours to determine if the person sitting opposite you is the right fit for your company or not, every question matters. While this can be quite difficult even for roles with skills that can be determined right off like coding or writing, the complexity increases exponentially when soft skills come into the picture. 

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April 20th, 2016

The punch of Freshdesk!

Five acquisitions in a short span of twelve months. Girish Mathrubootham, the founder and CEO of Chennai-based startup Freshdesk, believes that there is always something exciting happening around the corner. For Girish Mathrubootham, acquisitions happen in a brisk phase. And most of the buyouts were meant to add value to the services provided to the customers by businesses. Continue Reading

April 15th, 2016

Chennai's Freshdesk Acquires Social Engagement Tool Airwoot

Chennai-based customer support platform Freshdesk has acquired New Delhi-based Memetic Labs Technologies, the creators the Airwoot SaaS-based helpdesk product to manage customers over social media, for an undisclosed sum. Continue Reading

April 13th, 2016

Freshdesk makes its 5th acquisition in under a year – buys Airwoot for social media customer care

Cloud-based customer service software provider Freshdesk has acquired Airwoot, a startup that helps deliver customer service on social media, for an undisclosed amount. Founded in 2012 by Delhi-based IT researcher Saurabh Arora, Airwoot will continue to be a separate entity, while their algorithm will be integrated into Freshdesk for automation. Continue Reading

April 13th, 2016

Freshdesk acquires Airwoot

Freshdesk, a cloud-based customer service software provider, announced the acquisition of Airwoot, a startup for an undisclosed amount. This will be the fifth acquisition in the past 12 months. Airwoot uses machine learning to help brands deliver high-speed customer service on social media. Continue Reading

April 13th, 2016

Freshdesk acquires Airwoot in fifth acquisition in last 12 months

BENGALURU: Freshdesk, a cloud-based customer service software provider, has acquired Airwoot, a machine-learning startup that helps brands deliver customer service on social media. Airwoot is the company's fifth acquisition in the past 12 months. Continue Reading

April 13th, 2016

How Airwoot's Acquisition Will Help Freshdesk Enhance Its Current Social Media Offerings

Marking its fifth acquisition in the past 12 months, cloud-based customer service software provider Freshdesk announced the acquisition of Airwoot – a startup that uses machine learning to help brands deliver quick customer service on social media. At Freshdesk, the Airwoot team will focus on enhancing the company’s current social media offerings.

April 13th, 2016

Freshdesk buys social media client support start-up Airwoot

Bengaluru: Customer support software maker Freshdesk Inc. on Wednesday said it has acquired Airwoot, which helps companies spot customer queries and complaints on social media that require urgent attention. Continue Reading

April 13th, 2016

Freshdesk buys Airwoot to handle complaints on Twitter, Facebook with AI

Freshdesk is on a roll. Barely two months since it bought Framebench, the customer support startup today announced its next acquisition, one that gets it clients like Snapdeal, MakeMyTrip, and Jet Airways. Continue Reading

April 6th, 2016

Freshdesk Partners with DocuSign to Accelerate Contract Approvals 

Freshdesk, Inc. has partnered with DocuSign, Inc. (DocuSign®) to integrate e-Signature solutions into Freshservice, its Service Management solution, to help IT, sales, legal, and HR teams to manage contract approval processes through their existing service desk. This integration enables contract management and e-Signatures from within the service desk. Continue Reading

February 24th, 2016

Freshdesk launches new support product Hotline.io for mobile-first businesses

This is Freshdesk’s third product since its launch in 2011. The other two are Freshdesk, which is a cloud-based comprehensive customer support platform, and Freshservice, launched in 2014, which helps companies meet their internal IT support requests.

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February 24th, 2016

Freshdesk’s Hotline.io provides in-app customer support and engagement for mobile-first businesses

Freshdesk today announced the launch of Hotline.io, an in-app, real-time messaging service, to help mobile-first businesses provide real-time support to their customers . This announcement comes a two months after its acquisition of Chennai-based messaging app, Konotor.

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February 24th, 2016

This ‘Hotline’ calms angry customers without forcing them to leave your app

For businesses running on mobile apps, it’s a pain to force users to go outside the app for customer support on email or phone. Cloud-based customer support software maker Freshdesk has a new painkiller for it, called Hotline.

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February 24th, 2016

Freshdesk launches Hotline, an in-app real-time messaging service for mobile

Cloud-based customer support platform Freshdesk has launched an in-app real-time messaging service for mobile. Dubbed Hotline.io, the product enables mid-size to large companies to engage with mobile customer via in-app announcements, status updates, promotions and other targeted messaging, in addition to real-time support.

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February 24th, 2016

Freshdesk launches real time messaging service in app Hotline.io

BENGALURU: Freshdesk, the cloud based customer support software, has launched Hotline.io, an in app, real time messaging service, to help mobile first businesses provide real time support to their customers.

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February 24th, 2016

Freshdesk launches in-app real-time messaging service to ride m-commerce wave

Freshdesk, which offers customer support software, is today launching Hotline.io, an in-app, real-time messaging service. In an interview, Freshdesk president Dilawar Syed said he hopes Hotline.io will make Freshdesk the most robust in-app messaging support service on the market for mid-size to large companies.

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February 24th, 2016

Freshdesk makes key appointments for North America, Europe operations

San Francisco- and Chennai-based cloud-based customer support software company Freshdesk Inc has appointed Arun Mani as managing director of its European operations and Bobby Jaffari as its vice president of sales for its North American operations. “We’re excited to welcome new leaders to our executive team who will guide strategic expansion into key regions with a focus on the mid-market.” said Girish Mathrubootham, CEO and founder of Freshdesk in a statement.

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February 23rd, 2016

Freshdesk hires seasoned sales leaders to scale midmarket

BENGALURU: Freshdesk, the cloud-based customer support software, has appointed Bobby Jaffari as vice president of sales, North America, and Arun Mani as managing director of Continental Europe.

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February 22nd, 2016

BT's 2015 'Coolest Start-up' award winner Framebench acquired by global leader Freshdesk

Pune-based Framebench Technologies, the second best Coolest Start-up in BT's 2015 edition, has been acquired for an undisclosed amount by California-based Freshdesk, the global leader in cloud-based customer support software.

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February 22nd, 2016

Freshdesk acquires online multimedia file collaboration firm Framebench

Cloud-based customer support software firm Freshdesk has acquired Pune-based Framebench, an online multimedia file collaboration platform, for an undisclosed amount. This is the fourth acqusition by Freshdesk, starting from the first acquisition of live video chat firm 1CLICK.io in August, 2015.

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February 22nd, 2016

Freshdesk Makes Its Fourth Acquisition; Acquires Pune Based Framebench

Chennai and San-Francisco-based Freshdesk, a cloud-based customer support software startup, has acquired Pune-based Framebench, an online collaboration platform that enables teams to share, review and comment on videos, images, presentations and documents, for an undisclosed amount.

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February 22nd, 2016

Freshdesk buys Framebench, its fourth acquisition in seven months

Bengaluru: Freshdesk Inc., a start-up that provides customer support platforms for enterprises, has acquired Framebench Technologies Pvt. Ltd, a company which lets users collaborate on files (documents, images, videos) in real time, to allow its support teams to better interact with customers.

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February 22nd, 2016

Freshdesk buys its fourth startup, adds collaboration to its list of weapons

Customer support startup Freshdesk has acquired Framebench, a cloud-based business that allows teams to share comments and other feedback on videos, images, and presentations. This allows Freshdesk agents to work more closely with its customers on files they have shared, as well as share these files with their own internal teams.

https://www.techinasia.com/freshdesk-buys-framebench

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February 22nd, 2016

Freshdesk acquires file collaboration platform Framebench

BENGALURU: Freshdesk, the cloud-based customer support software startup, has acquired Framebench, an online collaboration platform that enables teams to share, review and comment on videos, images, presentations and documents. Deal terms were not disclosed.

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January 26th, 2016

Freshdesk Integrates with QuickBooks for Support

Customer support software maker Freshdesk now integrates with Intuit’s QuickBooks platform to bring customers’ billing and invoicing history to the forefront of each customer interaction. Support agents can now access more information about each customer from the support portal, while tracking time spent on customer tickets for billing purposes.

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December 16th, 2015

Freshdesk makes its third acquisition this year with Chennai-based messaging app Konotor

Chennai-based enterprise software startup Freshdesk has acquired mobile-first user engagement platform Konotor. The third acquisition by the startup in 2015 depicts its mission to deliver omni-channel customer service.

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December 16th, 2015

Freshdesk acquires mobile first user engagement platform Konotor

Cloud-based customer support software major Freshdesk has acquired Chennai-based mobile first user engagement platform Konotor for an undisclosed amount. This is the third acquisition by the Chennai-based Software as a Service (SaaS) based company Freshdesk, which has Accel Partners, Tiger Global Management and Google Capital as its investors.

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December 16th, 2015

Freshdesk acquires Konotor to boost customer support solutions on mobile

Freshdesk Inc., a start-up that provides customer support platforms for enterprises, has acquired Konotor, which helps businesses reach their consumers through a chat interface from within their apps, to boost its customer experience on mobile platforms.

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December 16th, 2015

Freshdesk buys Konotor to accelerate customer support for mobile-first businesses

Freshdesk, the Chennai-based software maker, marked its third acquisition with the buyout of Konotor, a mobile-first user engagement platform, to realize its larger goal of providing customer support across all channels.

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December 16th, 2015

Freshdesk Acquires Konotor To Level Up In-App Customer Support

Tiger Global-backed Freshdesk has acquired Chennai-based in-app customer support startup Konotor for an undisclosed amount. Konotor helps businesses engage with their clients/customers through features like two-way messaging, in-app support and marketing automation. The platform supports more than 40 Mn users through the apps it works with.

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December 16th, 2015

Freshdesk Acquires User Engagement Platform Konotor

Cloud-based customer support software provider Freshdesk announced Wednesday its acquisition of Konotor, a mobile-first user engagement platform. The terms of the acquisition were not disclosed.

Konotor helps businesses engage with users in a pro-active and contextual manner through mobile-focused features like two-way messaging, in-app support, and marketing automation. It supports more than 40 million users for clients like Zomato, BankBazaar.com, and Faasos, among others.

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October 21st, 2015

LinkedIn India's MD to join Freshdesk as COO

Freshdesk, a cloud based customer support software company, has named Nishant Rao, LinkedIn India Managing Director, as its Chief Operating Officer. Rao will be responsible for all non R&D aspects of Freshdesk's activities across each of its offices worldwide.

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October 21st, 2015

Freshdesk appoints LinkedIn India's MD Nishant Rao as its COO

Freshdesk, one of the most successful enterprise software startups in India, has appointed Nishant Rao, managing director of LinkedIn India as its chief operating officer.

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October 20th, 2015

LinkedIn India Head Nishant Rao to Join Freshdesk

LinkedIn's India head Nishant Rao is quitting the professional social networking giant to join cloud-based customer support software firm Freshdesk as its Chief Operating Officer.

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October 20th, 2015

LinkedIn India head gets startup bug, dumps cushy job to join Freshdesk

Freshdesk joins the growing line of well-funded Indian startups hiring top level global talent this year. This Chennai-based customer support software maker (now headquartered in Silicon Valley) today announced the appointment of LinkedIn India’s managing director Nishant Rao as its COO. The MBA grad from MIT was earlier with McKinsey.

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October 1st, 2015

Freshdesk acquires Frilp to crowdsource customer support

India’s Frilp, an app for users to crowdsource tips and advice, today announced its

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October 1st, 2015

Freshdesk acquires social recommendation app Frilp

Chennai-based online customer service provider Freshdesk has announced on Friday its acquisition of Frilp, a social recommendation app for exchanging references and recommendations.

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October 1st, 2015

Freshdesk buys social recommendation app Frilp to improve customer service

Cloud service desk software provider Freshdesk is announcing today that it has acquired Frilp, a small startup with an app that lets users seek and receive expert help from friends.

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August 25th, 2015

Freshdesk, OYO Rooms, Grofers on track to be next startup unicorns: CB Insights

Freshdesk, OYO Rooms and Grofers are among the 50 companies that might be the next startup unicorns, according to the research conducted by the venture capital tracker CB Insights for The New York Times.

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August 18th, 2015

Freshdesk buys live video chat platform 1CLICK to bolster co-browsing services

Cloud-based customer support platform Freshdesk is buying the live video chat platform 1CLICK.io, the company announced on Tuesday. Terms of the acquisition - the company's first - were not disclosed. Google Capital-backed Freshdesk said video and voice features from 1CLICK will strengthen its real-time chat support capabilities through co-browsing technology, which enables help desk agents to see a customer's screen and interact with it in real-time to resolve issues.

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August 18th, 2015

Freshdesk makes its 1st acquisition; buys out live video chat provider 1CLICK.io

Enterprise software startup Freshdesk has bought out live video chat and co-browsing platform 1CLICK.io. This is the first acquisition for Chennai-based Freshdesk, which offers customer support through the Software as a Service model.

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August 18th, 2015

Freshdesk nabs first acquisition to make customer support more interactive

Girish Mathrubootham, founder of hot Indian startup Freshdesk, told Tech in Asia recently that a transformation is under way in how businesses think of customer support. He said it’s going to be more proactive in the sense that businesses will connect with customers through multiple channels without waiting for them to reach out with a problem.

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August 18th, 2015

Freshdesk acquires video chat solution 1Click, doubles customer base to 50,000

Chennai-based Freshdesk, a maker customer support software has acquired live video conferencing and co-browsing platform 1CLICK.io, for an undisclosed amount, marking the first of its several acquisitions to come.

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July 22nd, 2015

Cloud + mobile = supercharged growth for small businesses

India’s small businesses aren’t small when it comes to economic impact. They employ over 106 million people, make up almost a quarter of the workforce, and contribute close to half of the nation’s manufacturing output. As the country looks to drive growth, create jobs and increase exports as part of the Digital India initiative, we teamed up with Deloitte to see how cloud and mobile tools could help small businesses support these national goals, and the results are striking.

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July 17th, 2015

G2 Crowd names India’s Freshdesk a global leader in help desk software

Software review platform G2 Crowd puts Freshdesk, Zendesk, and Desk in the leaders’ box in its updated grid for help desk software, published yesterday.

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July 10th, 2015

Why Freshdesk might be the most important Indian startup of this decade

Every generation of startups is defined by one talismanic company -a pioneering startup that breaks new ground and becomes an inspiration for a whole raft of other companies to follow its lead.

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April 20th, 2015

Freshdesk Raises $50 Million To Keep Pace With Zendesk And Salesforce In Customer Service Cloud

When startup Freshdesk raised $31 million dollars last June, the company said it was preparing for the bubble around enterprise tech valuations to burst. Now less than a year later, Freshdesk has gone back to the well for another $50 million—but this time, it’s looking to keep pace.

That trimming to enterprise valuations hasn’t come reckoning, at least yet. All three major players in customer support software have since continued to grow—but Freshdesk is the only private company left of the bunch. So as Freshdesk was able to prove it doubled its own client base in 2014, the company felt justified to return to its existing investors for a bigger cash infusion.

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April 20th, 2015

Cloud Customer Service Startup Freshdesk Reels In $50M Round

Freshdesk, a cloud-based customer service tool, caught a bushel of money today, announcing a $50M investment led by Tiger Global with Accel Partners and Google Capital also participating.

The funding comes on the heels of a $31M round last June and brings the total investment to just over $95M. The reason Freshdesk went back for more so soon, was that it has continued its phenomenal growth, and investors took the bait.

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April 10th, 2015

This US tech company just landed $50 million in funding -- and it now has an Australian office

Freshdesk, a US-based cloud customer support company, has just landed $50 million in funding from the likes of Google Capital, Accel Partners and Tiger Global.

But this isn’t one of those stories where we say — look at them over there! Nope, because after acquiring about 2000 Australian customers, Freshdesk has opened up a local office within the 25Fifteen accelerator space at Bondi Junction.

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April 20th, 2015

Google Capital doubles down on Freshdesk

Tiger Global, Accel Partners, and Google Capital have just pumped US$50 million in a fresh round of capital into customer support software-maker Freshdesk from India. This comes less than a year after it bagged US$31 million from the same investor trio.

But the latest series E round of funding is a tad sweeter because the Indian startup was in the enviable position of being chased by top VCs eager to invest instead of the other way round which is the norm. “We were not really raising another round of capital but there was so much interest from our existing investors that we decided to go for it. Another investor was keen to come in as well but we decided to go for an internal round,” Girish Mathrubootham, founder and CEO of Freshdesk, tells Tech in Asia over the phone from Chennai, where Freshdesk is based.

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April 20th, 2015

Secrets to scaling up globally from Freshdesk, which just raised $50 million

Girish Mathrubootham, founder and CEO of Freshdesk, shares with Tech in Asia just what it took to succeed globally, in the course of a chat about its latest series E round of funding. Here’s what you can learn from the Freshdesk experience.

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April 20th, 2015

Freshdesk gets fresh investments from Google Capital, Tiger Global, Accel Partners

Freshdesk, a customer support software provider, has raised Rs 312 crore ($50 million) from Tiger Global, Google Capital and Accel Partners. The latest funding has tripled the valuation of the four-year-old startup to about Rs 3,000 crore, two people with direct knowledge of the deal said.

The Chennai-based startup will use the money to hire people at its offices in San Francisco, London and Sydney. It will also use the funds on research and development and grow its team in India from 400 to 500. 

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April 20th, 2015

Freshdesk Raises $50M to Keep Up With Millennials

Freshdesk Inc., a company that competes with established players like Zendesk Inc . and Assistly Inc . in the area of customer-support software, has raised a $50 million Series E round as it continues an international expansion.

Freshdesk will also use its new funding to keep adding features to its product to keep up with the expectations of millennials, who are playing an increasingly important role in the business world, company president Dilawar Syed said.

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April 20th, 2015

Freshdesk gets $50m to help compete with Zendesk, Salesforce

Freshdesk has reloaded in its cloud-based customer support battle with Zendesk and Salesforce. The San Francisco-based company, most of whose employees work in India, raised $50 million in Series E funding, about 10 months after a $31 million round last June.

The new round was led by Tiger Global with Accel Partners and Google Capital also participating. Freshdesk President Dilawar Syed said that the company has grown from 4,000 customers two years ago to about 40,000 today, including 3M, Honda and Hugo Boss. It has a new London office and another in Australia coming soon.

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April 10th, 2015

The surprising place to find your business idea

We’ve heard in Mixergy interviews and courses that one of the best places to find a business idea is in online forums. You can see what people are complaining about and then build a business that solves that complaint and sell it. Sell the products, sell the solution.

Today’s guest says that a post in an online forum pushed him to start a business. I invited him here to talk about how he did it. His name is Girish Mathrubootham. He’s the founder of Freshdesk customer support software, which companies use to talk to customers and give them help.

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January 28th, 2015

Lesley University gets Ringing Results from Enterprise Cloud Technology

University help desks field a wide range of questions from students, professors, and parents, but most callers are unaware of the challenges in providing those answers. A high turnover rate or a lack of knowledgeable representatives, for example, can create obstacles. Faced with complaints about its IT help desk, Lesley University sought to improve the caller experience.

In 2013, Cooper developed an in-house solution with Freshdesk, a cloud-based help desk software maker. Instead of working with outsourced agents, the university hired students as part-time employees. About a dozen students were hired to provide IT support from four work stations.

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January 21st, 2015

Freshdesk app updates make Twitter customer support easier

Freshdesk announced today that it has updated its Android and iOS apps with new features to allow its users to easily respond to customer support issues on Twitter.

The company’s apps now include a tab dedicated to social media support. It allows users to surface urgent tweets in a custom stream so they can spot customers’ questions and respond quickly.

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January 14th, 2015

Seven Ways To Delight Customers Even Before They Talk To You

The little things you do before customers contact your support team make a lot of difference. If you can tune up your website to help your customers find information quicker and delight them in ways they haven’t even imagined, you can create a lot of goodwill even before they reach your support team. Here are some ideas for inspiration.

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January 8th, 2015

Brands Don’t Pay Attention to Customers on #Twitter, Says Study

An analysis of 100 of the world’s top consumer brands has found that those using Twitter respond to just one in five tweets from followers, including messages asking for help or support.

Using Interbrand’s 2014 list of top brands, Freshdesk looked at the companies’ Twitter response times between December 15th and December 22nd of last year – the pre-Christmas period – and found that brands responded to just 22 percent of tweets directed at their primary Twitter handles.

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January 8th, 2015

Brands ignore most tweets for help on social media

A report from Freshdesk suggests that even the top global brands are doing an amazingly poor job of engaging with their customers on new age channels like social media and mobile.

Freshdesk looked at the top 100 brands of 2014, according to consultancy firm Interbrand, and analyzed how they engaged with customers on Twitter during the week leading up to the holidays: December 15 – 22. And this is what they found.

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December 5th, 2014

3 Steps for Scaling Customer Service for Small Business

At Dreamforce this year, Freshdesk conducted an on-site survey focused on customer support experiences in a number of industries. The survey, completed by more than 350 marketing, IT, and customer support professionals, revealed some surprising results. Three out of four professionals, for example, said they have personally cut ties with a company due to poor customer service. On the other hand, survey findings showed that happy encounters with an organization's customer support heroes can change consumers' impressions of a company's brand for the better. The results are clear: The quality of a company's customer service has a tangible business impact, for better and for worse.

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December 5th, 2014

5 Strategies to Triumph in Customer Support Over the Holiday Season

Thousands of new orders can put a strain on existing processes during the holiday season. As a flurry of issues erupt and refund requests keep trickling in, temporary hires scramble to answer questions. The quality of customer service declines and customers end up walking away frustrated.

But if managers plan in advance, have workarounds in place to ease the load on the support team and set clear expectations, a company can win the love of thousands of customers and their extended network. Here are some strategies to use to deal with the avalanche of emails and calls at the end of the year.

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October 28th, 2014

Freshdesk Untethers Agents From the Call Center

Freshdesk announced a series of new features to provide greater power and flexibility for businesses with remote and geographically diverse customer support teams.

With this release, Freshfone is available as part of Freshdesk’s mobile apps on iOS and Android, so agents can answer calls and support their customers from anywhere, even when they’re on the go. Agents do not incur any call forwarding charges - they can simply start answering customers as long as they’re connected and online. With more businesses increasingly hiring remote agents to support local customers, the Freshdesk app enables companies to get these reps on board and supporting customers instantly from their mobile phones, wherever they are.

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October 21st, 2014

More than 60% of Dreamforce Attendees Have Lost a Sale Due to Poor Customer Support

Poor customer support isn’t just bad for a company’s image – it can actually kill sales deals. That’s according to new findings released today from Freshdesk, the world’s leading customer support software in the SaaS market. The insights were culled from interviews with more than 350 sales, marketing, IT and customer support professionals attending the just completed Dreamforce 2014 Conference in San Francisco.

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October 14th, 2014

3 Customer Service Trends to Watch at Dreamforce

The importance of customer experience is more than clear — it’s a mandate. Though it’s expected, quality customer experience is hard to achieve and maintain as you grow. An important question becomes how to handle speed,relevance and personalization of customer engagement at scale. Given this situation, Alan Berkson explores three themes he expects to play out at Dreamforce.

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August 21st, 2014

Our 300-person company runs entirely on the cloud. Here’s how.

Close to 300 employees work for Freshdesk, and most of our work life is online. This would have been nearly impossible a few years ago, but it’s sort of the norm today for a business like us. We get a lot of our work accomplished from our homes and when we’re on the move—from our phones and our laptops without a hitch.

Here’s a quick list of the tools we use at Freshdesk for everything between managing tasks to talking to customers almost every day,

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August 11th, 2014

4 ways to break the language barrier in global customer support

No matter what you’re selling, it’s becoming increasingly common for your product or service to have a customer base that is spread across the world and speaks multiple languages. Even if you have phenomenal customer support reps and you invest heavily in support, your customers may not be getting what they need if your agents don’t speak your customers’ language. Here are ways to go the extra mile and ensure your support options are accessible to customers no matter where they are or what language they speak.

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August 8th, 2014

Right-Sizing the Twitter Support Strategy for a Business

When a company is small, having a single touch point is definitely enough. But as the business grows, this is inefficient. The queries for support intermingle with branding efforts and customers might misinterpret marketing messages as callous indifference to their problems. So when a company expands into offering multiple products and reaching global markets, an entirely different strategy is needed to respond to customers on Twitter.

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June 12th, 2014

Freshdesk Launches MobiHelp for Android

Freshdesk, a provider of cloud-based customer support software, has released MobiHelp, a software development kit (SDK) that enables Android developers to add in-app feedback and support into their applications. Mobile app publishers can now integrate MobiHelp into their apps to talk to users directly, boost ratings, and drive in-app purchases.

With MobiHelp, developers can add a support button inside their apps with just a few lines of code and have all the context they need (device information, breadcrumb trail, debug logs, and more) to solve user issues in app. Developers can also use MobiHelp to instantly chat with users, resolve their issues immediately, and avoid negative Play Store ratings.

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June 12th, 2014

Freshdesk Raises $31 Million for Customer Support Software

Big investors are betting that a young rival, Freshdesk, whose software helps companies with customer support, can grow into a dominant firm in its own right.

Freshdesk is expected to announce on Thursday that it has raised $31 million from three investment firms including Google Capital, which manages money for the software giant. The financing round is being led by Tiger Global Management, which is returning after investing earlier, and includes the venture capital firm Accel Partners, also a repeat investor.

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June 12th, 2014

Freshdesk Raises $31M at $250M Valuation From Tiger Global, Google Capital, Accel

Tiger Global Management has led a $31 million growth round for customer support startup Freshdesk Inc. to help it scale worldwide.

The pre-emptive round, which included participation from new investor Google Capital and existing one Accel Partners , came together quickly and with little hassle due largely to the favorable terms and venerable track records of each firm, Freshdesk Founder and Chief Executive Girish Mathrubootham said.

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June 12th, 2014

Freshdesk Snags $31M in Series D Funding To Continue Building Customer Support Services

Freshdesk, the customer support as a service company with 23,000 customers, raised $31 million in Series D funding today in a round led by Tiger Global Management, with Accel Partners and Google Capital also contributing.

The funding is significant, especially given its total to date was $44 million and the highest amount the company had received in any previous round was $7 million last November led by Accel Partners.

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June 12th, 2014

Google Capital jumps into $31M round for Freshdesk

Freshdesk successfully pitched the investors at Google Capital, the mid- to late-stage venture capital wing of the tech giant, which poured millions into the help-desk business alongside the startup’s existing investors, Freshdesk announced today. Altogether, Freshdesk pulled in $31 million in exchange for an undisclosed amount of equity, bringing its total financing to $44 million.

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June 12th, 2014

Freshdesk CEO: We Raised $31 Million From Tiger And Google Capital Because Valuations Are About To Drop

What's most interesting about the deal is that Mathrubootham says Freshdesk raised faster than it’d planned–the company had expected to raise again in December–because of the shifts in the market.

“The public market’s turning, and if we waited, we may have increased revenue without getting our desired valuation,” the CEO says. Freshdesk raised this new round while still retaining most of its money from its last September raise still in the bank, buoyed by a generous multiple and the fact that investors weren’t asking for an aggressive ownership stake. ”When you get the healthy multiple, you take the money,” Mathrubootham says.

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June 12th, 2014

India's Freshdesk raises $31 million in private equity funding

Indian online customer support platform Freshdesk has raised $31 million in a fresh round of funding from private equity firms Tiger Global, Accel Partners and Google Capital, the company said on Thursday.

Freshdesk, based in southern city of Chennai, was founded in October 2010, and provides a cloud-based customer support platform to companies. The start-up competes with the likes of U.S.-based Zendesk Inc, which went public in May.

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June 12th, 2014

Freshdesk becomes first Indian startup to get Google Capital backing with $31M Series D Funding

Helpdesk software company Freshdesk – an Indian startup that quickly scaled up to rub shoulders with the global leaders in its domain – has raised US$31 million in a series D round of funding led by Tiger Global, which brings its total investment to US$44 million. Of particular interest is the participation of Google Capital – one of the two VC arms of the search giant. This makes Freshdesk the first Indian company to get backing from Google Capital, which has only five other companies in its portfolio. Accel Partners also participated in this round.

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May 22nd, 2014

Freshdesk Leads in Latest G2 Crowd Help Desk Ratings

G2 Crowd, a crowdsourced business software review site, asked about 350 software buyers what help-desk services were the best, which features were most-used, and what didn’t work well. And Zendesk, Desk, and Freshdesk were the highest-rated services, winning “Leader” labels. 

G2 Crowd’s data also shows which services get compared and contrasted most frequently. Freshdesk appears to be a top-compared solution, as it is one of the top three most-common comparisons on G2 Crowd’s site. The top comparison is Freshdesk versus Zendesk, followed by Zendesk versus Freshdesk, followed by Freshdesk versus TeamSupport, which was rated a Top Performer but not a Leader.

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May 4th, 2014

Three Reasons Why Every CEO Should Do Their Own Customer Support

Thirteen years ago, I started my career as a pre-sales engineer offering support to complex tech projects. A few years later, I became a Product Manager and directly oversaw the customer support and pre-sales teams for several years before deciding to launch Freshdesk.

Today, as CEO of Freshdesk, I often jump on our helpdesk to respond to questions, and I sometimes get on calls with our users to help them with issues. Our business is helping brands deliver great support, and we try to do a good job at it ourselves. In fact, being consistently involved in our own support process has helped us improve quality standards and identify opportunities that add value to our core business.

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May 2nd, 2014

Girish: CEOs Doing Time on the Support Desk

As small business owners build their businesses up, add new people and take on more responsibilities, it’s easy to become disconnected from the very folks spurring that growth – their customers. But customer needs and expectations change over time which makes it critically important for the CEO of a growing company to find ways to stay in tune with the voice of the customer.

Girish Mathrubootham, CEO and founder of online customer support platform Freshdesk, came up with the idea of having CEOs dedicate some of their time playing the role of a customer support agent in order to help them stay within ear shot of what’s on the mind of their customers. He discusses what he calls CEO on Support, and the impact it can have on customer relationships.

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April 14th, 2014

Freshdesk Helps Pacific Northwest Newspapers Write a Circulation Success Story

Two of the best known principles of journalism are getting the scoop on a hot item ahead of the competition and then staying on top of breaking developments. Following this proven formula has enabled Phil Schroder, Vice President of Audience Development for Washington state-based newspapers the News Tribune and The Olympian, to achieve impressive growth in the face of an ongoing downturn in the publishing industry.

His research led him to become an early adaptor of customer support software from insurgent SaaS provider Freshdesk while at another publisher. He then made it one of his first moves to implement the evolving solution and take advantage of its growing range of capabilities when he moved to the Pacific Northwest in early 2013.

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March 4th, 2014

8 Fresh Customer Service Ideas Worth Stealing

Our ability to complain is enhanced by technical advances in communication. Tools like 4G networks, Google Glass, and phones that double as cameras ensure we have a continuous stream of ever more effective ways to complain.

But, even today, customer service still is considered to be “revolutionary” and “proactive” if you just respond to customers on Twitter or Facebook. In all seriousness, when was the last time we were wowed when Verizon or British Airways responded to us on Twitter?

If you want to make your customers happy, there are tactics you can use, from handwritten notes to custom-made YouTube videos. Here are some ideas you can steal from companies that truly are experts in the field.

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March 3rd, 2014

How Gamification Makes Customer Service Fun

Think about your last online or over-the-phone customer service experience. You're probably cringing. The scripted chat messages, fruitless attempts to circumvent the dreaded "Press 3 to connect to Billing" phone tree system. This traditional customer service experience is process-oriented, tedious, and it leaves customers frustrated and dissatisfied, says Girish Mathrubootham, founder and CEO, Freshdesk.

But the paradigm is shifting, as companies like Freshdesk incorporate gamification to help drive happier, more satisfied employees and, most importantly, customers, he says.

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February 21st, 2014

Five ways to get better customer service

Good customer service these days is a rarity. Long hold times, product complaints on social media that are never listened to – our frustrations with calling customer support are endless. Are there workarounds to get better service every time you call support? Here are a few solutions.

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February 7th, 2014

It’s not about the channels in your support, it’s about the support in your channels

Girish talks to Adrian Swinscoe from the UK about how to turn customer service into a marketing opportunity/asset.

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January 21st, 2014

Freshdesk Targets Small Businesses With New IT Service Desk In The Cloud

Freshdesk, which raised $7 million in Series C funding from Accel India and Tiger Global in November last year, is using some of that capital to enter the IT service management (ITSM) market currently dominated by BMC’s Remedy and ServiceNow.

Freshdesk, which raised $7 million in Series C funding from Accel India and Tiger Global in November last year, is using some of that capital to enter the IT service management (ITSM) market currently dominated by BMC’s Remedy and ServiceNow.

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January 22nd, 2014

10 Powerful, Cloud-Based Helpdesk Services To Help You Win at Customer Service

Help desk software has changed a lot over the years. It’s gotten prettier, for starters, and it’s more accessible. But the changes go beyond features: many companies are realizing that when customers want to vent, they’re going to do it in public. As a result, help desk software is increasingly multichannel, making flagging — and responding to — Twitter mentions and Facebook posts just as important as fielding direct support emails or phone calls. Here are a few of the newer, more nimble help desk companies out here.

Freshdesk’s help desk offers many of the features companies have come to expect. These features include team-wide support inboxes, automated ticket dispatching, social customer support, and community forums. Freshdesk also offers built-in ticket time-tracking, which it says helps find bottlenecks in the support process.

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January 20th, 2014

The report of my death was an exaggeration, Freshdesk tells Forbes & Microsoft

Cash-rich companies like Microsoft have an easy way to get new ideas and talent: acquire smaller, more innovative companies. But when a big company acquires a startup, what happens to other startups in the space? According to an article in Forbes, that’s the end of competition in that domain, and the other small players might as well shut shop.

Such a tall claim made in an international US-based business publication may have normally gone unchallenged, and misled readers around the world, not to mention clients of all the companies concerned. Freshdesk's CEO Girish Mathrubootham has made it clear that the game was far from being up.

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January 14th, 2014

G2 Crowd Announces Rankings of Best Customer Support Software

This G2 Crowd Grid℠ charts only best of breed help desk software by scale and satisfaction and excludes broader CRM suites that also include strong help desk capabilities. Freshdesk has been named 'High Performer' based on high customer satisfaction scores.

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January 8th, 2014

'Dumb' Customer Questions: Are They Your Fault?

So, this elderly and exhausted woman calls in to a tech support line. She goes on and on about how she just bought a new PC and the “cup holder” in it broke when she placed her coffee. The support rep begins apologizing without even knowing what he was apologizing for, and she demands a replacement immediately. A few questions later, the puzzled support agent finally realizes the “cup holder” is the DVD tray!

Heard similar “dumb” questions before? Customer Support Representatives (when they had finally stopped laughing at the questions) call these questions “User Errors” or “ID10T errors.” But, look at the situation this way: If you built something for your customers, and they can’t even get started with it, where do you think the problem lies? 

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December 30th, 2013

How can you hire people you'll never have to fire?

Today, I want to share some perspectives from Girish Mathrubootham. Girish has over 15 years of experience in building enterprise products and is on a mission to make the world a happier place for customers everywhere.

Girish has been talking a lot about how to hire long term employees that you will never have to fire, and focuses a lot on non-technical attributes (i.e., "not hard skills") when he hires. It seems to work for him, so I recently did a "5 Questions" interview with him on this subject.

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December 23rd, 2013

Freshdesk Launches Android Customer Support App

The new Android app from Freshdesk lets agents stay on top of tickets from anywhere. Support reps can do anything from responding to tickets to executing scenarios. With the new app, support agents can swipe to solve issues from just about anywhere they are.

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December 19th, 2013

Freshdesk absorbs $7M to turn customer service into a game

The Walnut, Calif. -based startup just pulled in $7 million to spread its cloud-based support software to more businesses, with a focus on U.S. expansion. Its software automatically turns queries across multiple channels (email, forums, live chat, and social media) into tickets, enabling support teams to keep track of and respond to all of their company’s customer queries.

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December 19th, 2013

Freshdesk Nabs $7 Million Series C

Customer support startup Freshdesk announced on Thursday it had raised $7 million in a Series C round of venture funding. Existing investors Accel Partners and Tiger Global Management participated in the round. Freshdesk has raised $13 million in venture funding since its launch in mid-2011.

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December 19th, 2013

Freshdesk Secures $7M at Valuation Higher Than $50M

Tiger Global Management and Accel Partners doubled down on customer support startup Freshdesk Inc., putting $7 million more into the company to better battle Zendesk Inc ., Assistly Inc . and others reshaping the way businesses respond to customers.

Tiger Global, which is better known for its large late-stage investments, led the round at a valuation north of $50 million, VentureWire learned.

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December 6th, 2013

The Customer Support Hierarchy of Needs

If you looked at how different organizations handled their customer support, the maturity of their operations, and the problems they were trying to solve, companies fall into 4 distinct strata — from a state of chaos, all the way up to the point where their support is perfectly aligned with their business goals. And as you move up the chain towards alignment, the number of companies in each strata steadily falls. I call this the Great Pyramid of Support Needs.

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September 19th, 2013

Small, Medium Businesses Become Startup Darlings

A new breed of Indian software companies is profiting from the hunger of smaller enterprises for cutting-edge technologies, unlike their bigger IT services brethren that depend on large corporations in markets abroad.

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September 11th, 2013

With 10,000 customers, Freshdesk continues the battle with Zendesk

The online customer service software platform war wages on. In one corner, we have the large and well-established Zendesk. In the other, the two-year-old up-and-comer upstart, Freshdesk. And, of course, in a third corner we have a slew of other contenders like Uservoice, h2desk, TenderApp, Desk.com, CharmHQ, to just name a few.

But let’s take the two biggest, the Hertz and Avis of customer service platform companies. Like Avis, Freshdesk implies that it tries harder, and just announced that it has reached 10,000 customers. Given that the company launched its product in mid-2011, this shows steady improvement.

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August 22nd, 2013

Freshdesk’s New In-Sync Customer-Service App Is Integrated With Facebook

Cloud-based help-desk-software developer Freshdesk announced that its new In-Sync Facebook application is integrated with the social network, allowing its users to synchronize their customer-service and social efforts.

Customer-service agents will now be able to engage with users and support customers directly within the social network, and information such as how-to guides is automatically synchronized between service portals and the Facebook app.

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August 15th, 2013

India’s hottest tech products

At the core of Freshdesk’s customer support software—which it sells as a service at between $16 and $40 a month for each customer service agent—is a simple premise: happy customer support executives make for happy customers.

That’s easier said than done. Customer support is one of those repetitive, mind-numbing tasks, albeit one that is critical to a company’s success, especially in the age of social media when an unhappy customer can amplify his or her angst on Twitter or Facebook.

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July 23rd, 2013

Customer Support: Is It Actually Everyone’s Job?

We hear much about customer centricity. Yet when you look behind the words, it is often isolated to front line customer support and customer facing groups.

Sometimes it is applied to a few “tiers” beyond that. Yet true customer centricity is a culture and practice where everyone’s job is customer support! For this post, I asked Vikram Bhaskaran, Director of Marketing for customer support solution provider, Freshdesk, to tell me what is happening there.

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July 8th, 2013

Freshdesk provides a platform for SMBs with vocal customers

Chennai-based startup Freshdesk is looking to provide a self-service portal and community platform to help small and midsize businesses (SMBs) better engage customers in a social media era.

Founded in October 2010, Freshdesk provides an on-demand customer support software that works across multiple support channels as well as a helpdesk, a knowledge-based, self-service portal for consumers, and a community platform to engage the customer community. Its customers are typically SMBs looking for cloud-based customer support software.

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June 25th, 2013

6 Social Media Insights Bound to Change Your Customer Support

Customer support, as a business function, has been around for almost forever, gathering its fair share of best practices and processes. But with customers moving their issues from support hotlines to social channels, businesses today are looking for a whole new battery of silver bullets.

Freshdesk, a leading customer support solution provider, analyzed data gathered from over 6,000 customers to test whether some popular myths of modern customer support are really what they claim to be.

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June 10th, 2013

Freshdesk Releases Report On State Of Consumer Support

Freshdesk, the customer support solution company, has released its report on the ‘State of Consumer Support’ which offers interesting insights and analysis as to where customer support is heading to, and how the field might evolve in the near future(or shall we say already evolving) thanks to digital media and social networking platforms like Facebook and Twitter.

The study, based on findings from responses of more than 2,50,000 customers, has thrown light on how businesses adapt to new age digital mediums for providing customer support and experience to their end users and how far the customers of these companies are satisfied from the interaction with the support staff on social media and chat mediums.

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June 6th, 2013

Freshdesk Report Confirms that Customers Are Increasingly Adopting Social Media in lieu of Phone and Email for Lodging Complaints

Freshdesk, one of the best known startup success stories to emerge from India, has published a State of Customer Support report based on the data gleaned from the 250,000 users of its customer support software.

The key takeaways are not very surprising. Customers hate being put on hold, and are the happiest when their queries are resolved within a reasonable amount of time following which satisfaction ratings plummet. In most cases, customers expect their queries to be resolved within a day. However, resolution time isn’t the sole parameter that determines customer satisfaction. Transparent and effective communication is also of paramount importance.

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March 2nd, 2013

Delighting Customers

Ideas can come from anywhere. Sometimes it could be staring you right in the face for years and you may not see it. Luckily for Girish Mathrubootham, his eureka moment happened by accident. In mid-2010, the techie was browsing through Hacker News, a web community for geeks, where he read that online customer support company Zendesk had increased its rates by 60-300%, leaving its customers very unhappy.

One irate customer had remarked that there was a huge opening in the market for someone with a product at the right price. “It was like a slap on my face for not seeing the business opportunity in customer support, especially since I had been building on-premise helpdesk systems since 2004 at Zoho,” recalls 37-year-old Mathrubootham, who was a vice-president at the Chennai-based customer relationship management (CRM) software company at the time.

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February 4th, 2013

Freshdesk Launches Free Support Ticketing Plan for Startups

Customer support software company Freshdesk took the plunge into the freemium space on Monday, launching its “forever free” Sprout plan, geared towards serving growing startups with overflowing email inboxes.

The plan, pared down to the absolute essentials, was created to help small businesses and startups transition from email-based customer support to a more organized and dedicated system of ticketing, says Vikram Bhaskaran,

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January 8th, 2013

The Rise of Entrepreneurship In Chennai, India

Once known as the Detroit of India because of its automobile industry, Chennai is getting much of its current economic growth from the information technology sector. Chennai has a highly literate population and the availability of skilled technical talent at a reasonable price-point, over time, has attracted many multinational companies to set up their operations in the city.

The more interesting story, however, is the rise of entrepreneurship in Chennai, a relatively new phenomenon. Below are three that have done particularly well.

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December 21st, 2012

Freshdesk takes the fight to larger competitors after a year of massive growth

When you’re an up-and-comer in a competitive industry, there’s a time to keep your head down and focus on execution and a time for brass-knuckle tactics. For Accel-backed virtual customer support startup Freshdesk, the time has arrived for hyper-aggressive moves following a year of impressive growth in a hotly contested market.

Today, the company announced a “Refresh Offer” aimed at siphoning off competitors’ customers. Specifically

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December 10th, 2012

All for his customers

This is the story of how a simple comment online (Hacker News, Zendesk’s pricing policy) on expensive and poor quality helpdesk services inspired a man to launch something in an effort to provide better services at a low cost.

In his role as VP of product management at Zoho Corporation for several years, Girish Mathrubhootham built several successful products in the IT management domain. He has over 13 years of experience in making and marketing IT management products. At Zoho Mathrubhootham realised there weren’t many customer service providers. In June 2010 he launched Freshdesk with partner, Shan Krishnaswamy with an initial investment of `35-40 lakh and a loan of $50,000 from friends.

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December 7th, 2012

Power of Ideas 2012: How Delhi-NCR, Mumbai, Pune, Chennai are catching up to startup culture

Bangalore has consistently emerged as the best place to launch and nurture startups in the country. Access to a deep talent pool and risk capital has helped the city catapult to the top. But Delhi-NCR, Mumbai, Pune, Chennai and Hyderabad are catching up, finds Team ET.

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November 13th, 2012

A Help Desk for Mobile Apps- Freshdesk-MobiHelp

Mobile app developers have to put in a lot of work to not only create apps, but also to maintain and fix any problems along the way. The problem for many is finding a way to receive customer feedback without negatively impacting the app’s public reputation. That’s why help desk provider Freshdesk developed its new in-app solution, MobiHelp.

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November 12th, 2012

Freshdesk Introduces A Help Desk for Mobile Apps With MobiHelp

Mobile app developers have to put in a lot of work to not only create apps, but also to maintain and fix any problems along the way. The problem for many is finding a way to receive customer feedback without negatively impacting the app’s public reputation. That’s why help desk provider Freshdesk developed its new in-app solution, MobiHelp.

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November 10th, 2012

Freshdesk’s MobiHelp SDK helps developers engage with consumers right from their iOS apps

Cloud-based customer support platform Freshdesk unveiled MobiHelp SDK for iOS developers, allowing them to improve customer support within mobile applications. On the other hand, customers get the option to complain about some feature and ask for improvement/change rather than (just) giving an app a bad review in the AppStore.

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November 9th, 2012

Freshdesk Launches MobiHelp, the Free in-app Help Desk Plugin That Enables iOS Developers to Engage with Users Right From their Apps

Today Freshdesk, the fastest growing cloud-based customer support platform, announces the debut of MobiHelp, a free mobile SDK for iOS developers. MobiHelp is designed to solve the growing problem of poor customer support within mobile applications. With over 750,000 iOS apps for users to choose from, ease of use and the ability to give real-time feedback is often the difference between viral adoption and just deleting an app.

Disgruntled consumers go into the iTunes store and give apps bad reviews and low ratings, and complaints become guesswork for developers to fix issues. With MobiHelp, Freshdesk reengineered and streamlined its innovative and comprehensive help desk platform for use within iOS applications.

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November 9th, 2012

Freshdesk launches mobile software development kit for iOS developers

SaaS-based customer support platform Freshdesk has launched a free mobile software development kit (SDK) for iOS developers, which it claims, will help identify and solve issues related to customer support within mobile apps.

Set up in 2010 by Girish Mathrubootham and Shan Krishnasamy, the Chennai-based startup said that the new kit called MobiHelp would enable developers to integrate the Freshdesk help desk into their apps with just a single line of code in order to identify critical issue areas and complete the conversation loop with their users.

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November 8th, 2012

Freshdesk launches free SDK to provide in-app customer support for iOS apps

In June, Google decided to update Google Play with a very useful feature for developers: the ability to respond to the user reviews attached to their apps in the store. The feature is an important one, allowing developers to respond to criticisms, provide updates on necessary upcoming fixes, and perhaps most importantly, communicate directly with their users. Google’s decision to introduce the feature made it clear the App Store needs to revamp its customer support—and developers agreed.

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November 8th, 2012

A little help from your friends at FreshDesk

Today Freshdesk, the fastest growing cloud-based customer support platform, announces the debut of MobiHelp, a free mobile SDK for iOS developers. MobiHelp is designed to solve the growing problem of poor customer support within mobile applications. With over 750,000 iOS apps for users to choose from, ease of use and the ability to give real-time feedback is often the difference between viral adoption and just deleting an app.

Disgruntled consumers go into the Apple App Store and give apps bad reviews and low ratings, and complaints become guesswork for developers to fix issues. With MobiHelp, Freshdesk reengineered and streamlined its innovative and comprehensive help desk platform for use within iOS applications.

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November 8th, 2012

Freshdesk launches MobiHelp, developers can integrate in app customer support to iOS apps now

Cloud based customer support platform Freshdesk has launched MobiHelp, a free mobile software development kit for Apple’s iOS developers. With MobiHelp, developers can integrate their Freshdesk help desk to apps with a line of code.

Developers get to use all the customer support capabilities in Freshdesk to automate workflows, identify critical issue areas and complete the conversation loop with their users.

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November 8th, 2012

Freshdesk's new MobiHelp SDK enables direct customer support for iOS apps

One of the key complaints from iOS developers is they can't directly respond to feedback from their users.
Instead, this situation typically ends in one star iTunes reviews, even when the issue could be easily resolved - a developer's worst nightmare.

Presumably Apple will get around to an official solution at some point, but in the meantime, cloud-based US/Indian customer support outfit Freshdesk is rolling out its version.

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November 3rd, 2012

Freshdesk Launches FreshPlugs; Support Teams Can Now Integrate Third Party Data Into Their Help Desk

Today Freshdesk, the online customer support platform, announces the debut of FreshPlugs, allowing customer service teams to bring real-time consumer information from any third party applications right into their help desk. Freshdesk also brings screen sharing into customer support, with its integration with LogMeIn Rescue. With this integration, agents and consumers can see the same problem on screen simultaneously and in real time.

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November 2nd, 2012

Freshdesk launches FreshPlugs for real-time information from third-party services

FreshPlugs is a customizable support solution where service departments can integrate data from any third-party tools, databases, legacy systems or applications.

Bringing different data sources together should provide ways for support teams to find better solutions as well as being able to monitor specific areas for a better insight into the context behind a situation and customer habits.

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November 2nd, 2012

Freshdesk Launches FreshPlugs to Give Support Teams Access to Third Party Data for Smarter Customer Service

Today Freshdesk, the fastest growing online customer support platform on the planet, announces the debut of FreshPlugs, allowing customer service teams to bring real-time consumer information from any third party applications right into their help desk. Freshdesk also brings screen sharing into customer support, with its integration with LogMeIn Rescue. With this integration, agents and consumers can see the same problem on screen simultaneously and in real time.

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September 18th, 2012

Can Gamification Make Customer Support Fun?

Help desk software company Freshdesk launched its new gamified help desk product, Freskdesk Arcade, on Monday.

The platform enables agents to win points and earn badges for completing customer support tasks, including customizable games that can be created to align with business goals, as highlighted in the video above. Agents can level up from “Support Newbies” to “Help Gurus” and earn all kinds of digital bling, such as the “Speed Racer” and “Customer Wow Champ” trophies. Potentially the most coveted trophy of all, is the “Most Valuable Player” trophy, awarded monthly to top scorers.

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September 17th, 2012

Freshdesk Wants To Make Customer Service Fun With Game Mechanics

Today Freshdesk announced Freshdesk Arcade, a new game mechanics system for its web-based help desk software.

Freshdesk Arcade will award points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru.”

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August 31st, 2012

Techcircle SaaS Forum 2012 announces top 10 SaaS startups in India

The two-year-old startup offers on-demand customer support software and provides multi-channel social support (e-mail, website and social networks like Twitter and Facebook) for businesses. It’s on the Cloud, which means it’s inexpensive, can be set up within a few minutes and can be operated from anywhere. Currently, Freshdesk has more than 1,000 global customers across 50 countries, out of which more than half are paid subscribers.

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August 7th, 2012

Freshdesk announces its HTML5 app for customer support agents on mobile devices

Freshdesk, the cloud-based customer support platform, has released FreshMobile, the mobile app version of its help desk solution.

FreshMobile is an HTML5 mobile application for customer support teams to manage and resolve their help desk duties from any device’s mobile browser without having to download an app.

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August 7th, 2012

Freshdesk Launches FreshMobile

Freshdesk, a provider of customer support platforms, today released FreshMobile, the mobile app version of its help desk solution.

With this latest addition, Freshdesk can now support agents with an HTML5 mobile app. Support teams across the globe can resolve tickets and manage their help desks from any device's mobile browser at any time without the need to download an app.

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August 7th, 2012

Freshdesk takes swing at rival Zendesk with HTML5 mobile app

Online help-desk software vendor Freshdesk is hoping to draw a fresh contrast between itself and rival Zendesk with a new HTML5-based mobile application, announced Tuesday.

Freshdesk and Zendesk are known for their feud centering on whether Freshdesk, a newer company than Zendesk, was a "ripoff" based on the use of the word "desk" in its name. Apparently seeing the value in any type of publicity, whether negative or not, Freshdesk put up a website detailing the blow-by-blow.

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August 8th, 2012

Freshdesk Releases HTML5 Mobile Site for Customer Support

Freshdesk officials today rolled out a mobile site version of the company’s flagship online customer support software.

On the Go Customer Help, Regardless of Device

The offering — dubbed FreshMobile — enables users worldwide to resolve tickets, manage email templates and respond to customer queries from an interface catered to tablets and smartphones. Unlike native mobile applications, Freshdesk developers used HTML5 coding to optimize navigation regardless of the device type or operating system.

FreshMobile integrates features that streamline the mobile work experience in several ways. Intelligent algorithms, for example, serve up suggested resolutions from the knowledge base using keywords in the customer ticket. This saves the agent from re-typing search terms in the knowledge base. Once the correct resolution is selected, FreshMobile immediately provides the corresponding preset response.

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August 7th, 2012

Freshdesk Takes Swing at Rival Zendesk With HTML5 Mobile App

Online help-desk software vendor Freshdesk is hoping to draw a fresh contrast between itself and rival Zendesk with a new HTML5-based mobile application, announced Tuesday.

Freshdesk and Zendesk are known for their feud centering on whether Freshdesk, a newer company than Zendesk, was a "ripoff" based on the use of the word "desk" in its name. Apparently seeing the value in any type of publicity, whether negative or not, Freshdesk put up a website detailing the blow-by-blow.

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August 7th, 2012

Freshdesk takes swing at rival Zendesk with HTML5 mobile app

Online help-desk software vendor Freshdesk is hoping to draw a fresh contrast between itself and rival Zendesk with a new HTML5-based mobile application, announced Tuesday.

Freshdesk and Zendesk are known for their feud centering on whether Freshdesk, a newer company than Zendesk, was a "ripoff" based on the use of the word "desk" in its name. Apparently seeing the value in any type of publicity, whether negative or not, Freshdesk put up a website detailing the blow-by-blow.

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July 19th, 2012

CRM Should Be Added To Every Service Your Company Uses. Make Support Your Sales Team.

Freshdesk, a social help desk service, recently announced integration with SugarCRM and Salesforce.com. I think this integration is important for two reasons.

  1. The help desk software can now tie into the customer and sales knowledge base of a company.
  2. The support team can be enlisted to help more with customer service, and upsells.

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July 18th, 2012

Freshdesk announces integration with SugarCRM and Salesforce.com

Customer support has been evolving and embracing social technologies to better connect with customers. Some companies are embracing social and integrating social streams into the CRM process.

In an ideal world, when customers submit support queries, support agents should be able to see which sales person closed the deal and who is currently working with them. This would give support teams more information and insight to prioritize issues and determine the amount of attention needed for each request.

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June 21st, 2012

Freshdesk offers a whiff of fresh air from the Indian SaaS space

Early this year, the founders of the US and India-based SaaS-based customer support startup Freshdesk Inc were in a big dilemma although elated. Even in a cash-strapped environment, as many as eight investors were ready to invest in the company at a multi-million dollar valuation, but the founders were not sure whether to take the money and from whom to take it.

For Freshdesk had raised Series A funding of $1 million from Accel Partners only a few months ago, which was also hotly bid by three or four venture capital firms. Finally, in April this year, they accepted $5 million in Series B funding from the existing investor Accel Partners, and who else, but Tiger Global Management, another large Internet investor in India (Also see The believers: Top 5 investors in Indian Internet biz).

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June 15th, 2012

Lessons from 50 start-ups: How Freshdesk is providing digital support for customer woes

Girish Mathrubootham and Shan Krishnasamy were senior executives at enterprise software maker Zoho when they spotted a gap to build a customer support platform.

The two founded Freshdesk in 2010 as a platform that integrates traditional support channels like phone and email with social channels like Twitter and Facebook.

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June 1st, 2012

CRM Idol 2012: Let the Games Begin!

Each year, as many of you all know, we run CRM Idol. This is year 2 so we are still babes in the woods and learning but because we have an amazing braintrust in Brent Leary, Esteban Kolsky, Denis Pombriant, Jesus Hoyos, Laurence Buchanan, Mark Tamis and Silvana Buljan, (and me) we just make improvements both from year to year and on the fly.

Well, this morning, we announced the provisional contestants for CRM Idol 2012. Here’s what we published on the site with the names of those who are going to compete:

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May 18th, 2012

Freshdesk launches Future Fund to help startups provide better customer care

Freshdesk, the online help desk service is providing a boost for startups with the launch of its Future Fund. The initiative will provide 501 new companies with $10m worth of Freshdesk’s cloud-based support solution for one year.

The company feels that getting up close to startup culture will help it to share and spread the entrepreneurial spirit and as a result, Freshdesk is teaming up with leading technology incubators including: YouWeb, Tandem Entrepreneurs, Internet India Fund, 500 Startups and Proudly Made in DC.

Through the fund, startups can get up to three full-time customer support agents on Freshdesk’s Garden plan free for an entire year. The plan includes multi-channel support capabilities with which startups can support their customers through email, phone, their website, Facebook and Twitter.

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May 17th, 2012

Freshdesk Launches $10M “Future Fund” To Bring Free Help Desk Support To 500+ Startups

Freshdesk is trying to make waves in cloud customer support. Launched in June of last year, the young company is on a mission to help businesses of all sizes manage customer service through both traditional channels, like email and phone, as well on social networks like Facebook and Twitter. Earlier this week, Freshdesk added to its customer support suite, launching support for private customer messages via the new Brand Pages Facebook launched back in February. This means that, using the new Pages, customers can initiate private conversations with brands, with the ability to share the kind of sensitive information they wouldn’t post publicly on Facebook or Twitter, like passwords and credit card numbers.

Freshdesk said that it’s the first customer support platform to offer this kind of integration, a shot across the bow of its two largest and well-established competitors, Zendesk and Salesforce’s Desk.com. To compete, the startup is making a push to differentiate its platform, adding private messaging via Brand Pages on top of what it believes is its core differentiator: Allowing its customers to support and manage multiple products and brands from one simple web interface.

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May 17th, 2012

Freshdesk Announces Free Customer Support Software for 501 Refreshing Startups

Today Freshdesk, the fast growing online help desk solution, announces the Freshdesk Future Fund, through which it will equip startups, sponsored by select incubators, with its cutting edge customer support solution free for three full time support agents for a whole year.

Startups have their finger on the pulse when it comes to new technologies and disruptive ideas. In order to capitalize on this innovative spirit, Freshdesk is teaming up with leading technology incubators and angel funds including: YouWeb, Tandem Entrepreneurs, Internet India Fund, 500 Startups and Proudly Made in DC.

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May 14th, 2012

Freshdesk Adds Support For Private Customer Service Messages On Facebook

It looks like customer support via Facebook is about to get more useful, thanks to a new feature from startup Freshdesk.

Freshdesk helps businesses manage their customer service through traditional channels like email and phone, as well as social networks like Facebook and Twitter. Now it’s integrating with the messaging feature that was part of the new Brand Pages that Facebook launched in February. In the new Pages, users can send a private message to a brand the first time, and brands can respond.

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April 27th, 2012

Tiger Global, Accel invest Rs 25 crore in Freshdesk

Technology product start-up Freshdesk has raised about Rs 25 crore ($5 million) from international fund, Tiger Global, and existing investor, Accel Partners, said Girish Mathrubootham, cofounder of the company. Tiger Global led the investment round.

The start-up had received about Rs 5 crore ($1 million) in seed investment from Accel in October last year. Founded in 2010 by Mathrubootham and Shan Krishnasamy, both former senior executives of enterprise software maker Zoho, Freshdesk offers a cloud-based customer support platform that integrates traditional support channels such as phone and email with social channels like Twitter and Facebook. The company claims to have clients in over 40 countries.

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April 26th, 2012

Freshdesk Raises $5M To Expand Online Help Desk Tool

Online help desk tool Freshdesk announced today it has raised $5 million in funding from Tiger Global Management and existing investor Accel Partners. Started in 2010, the SaaS customer support tool launched to the public in June 2011, and raised $1 million in funding from Accel Partners in October 2011. They have tripled their customer base in the last quarter, though didn’t comment on how many customers they have to date.

Freshdesk founder Girish Mathrubootham said this is Tiger Global’s first investment in the SaaS space, as they have typically focused on investments in ecommerce companies including Warby Parker and One King’s Lane. “Obviously they see a lot of value in what we are doing in terms of social customer support,” he said in an interview. “Most of these ecommerce companies realize the importance of not just traditional customer support through email or phone, but also the capability to do social customer support. What we are doing is combining the aspects of a traditional support solution and the social aspects.”

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March 26th, 2012

Freshdesk Announces Integration with Popular Bug Tracking Tool, JIRA 5; Marries Customer Support and Engineering

Freshdesk, the cloud-based social help desk software provider, has announced an integration with the latest version of Atlassian’s popular bug and issue tracking tool, JIRA 5.

The new integration brings the software engineering team even closer to the end customer. Support agents can directly link bugs reported by customers to existing issues in JIRA, or even create a new issue from within Freshdesk. Through this integration, Freshdesk automatically maps status updates and bug-related data in JIRA to the corresponding tickets raised by customers in the help desk.

“JIRA helps software development teams provide their end-users with high-quality software, while Freshdesk allows them to continue the relationship through exceptional customer support,” says Girish Mathrubootham, CEO of Freshdesk. “With the new integration, engineering teams will be able to identify the bugs that most customers want to be fixed first, and prioritize their projects and tasks accordingly.”

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February 23rd, 2012

Accel-Backed Freshdesk Wants To Take On Zendesk With Customer Support Platform

Freshdesk, which has raised $1 million in funding from Accel Partners, is debuting a new version of its cloud-based customer support platform today. Similar to the leader in the space, Zendesk, the India-based startup aims to bring customer service to the cloud by offering a simple, online help desk and support ticketing application.

With the new version of Freshdesk, customer service agents can support, update and assign projects directly from an email client, without needing to log in or use a mobile app. Agents simply email or forward a request to a Freshdesk unique email address and the request will be added to Freshdesk’s interface. Freshdesk automatically processes the command, makes the update, and sends the rest of the email to the appropriate customer. Agents can also directly send an email to a specific address, automatically converting the ticket to a knowledge base article that can be accessed by any agent.

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December 1st, 2011

Freshdesk Takes Customer Support Social, Raises $1 Million from Accel Partners

SaaS-based, social customer support startup Freshdesk today announced that it has secured US $1 Million in funding from global venture capital firm Accel Partners. The investment will be used to expand the product team and step up marketing and business development efforts.

“The future of customer support is on the cloud, and a good portion of it will happen on the company’s Facebook and Twitter pages. Freshdesk also places particular emphasis on ease of use and intuitiveness, with the view that any company should be able to get it up and running in a few minutes.” says Girish Mathrubootham, CEO of Freshdesk.

Freshdesk was founded in 2010 by former Zoho executives, Girish Mathrubootham and Shanmugam Krishnasamy. In March this year, a chance listing on AngelList drew enormous investor interest, which led to the Series A funding. As part of the investment, Shekhar Kirani from Accel Partners will now be joining Freshdesk’s board of directors. The Series A Funding comes just as Freshdesk released a host of new features, including Facebook and Twitter integration, enabling businesses to take complete control of their customer service over social media.

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November 15th, 2011

The 10 Hot Indian Startups You Need To Watch

For the past 14 years, India's economy has been a freight train moving at full speed. Since 1997 the country has averaged 7% GDP growth, lifted millions out of poverty and provided a young generation of entrepreneurs with the chance to do something great.

We found some of the brightest startups the world's second-largest country has to offer. From simplified banking that helps rural communities access money to a platform that streamlines agricultural supply chains, Indian entrepreneurs are taking advantage of their country's significant growth.

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November 12th, 2011

The Cloud Of Opportunities

Circa 2010. Chennai-based Girish Mathrubootham was getting restless in his job as a marketing executive in Zoho Corp. The Internet was evolving rapidly. He was fidgeting around for the right business on the Internet, but that Eureka moment was evading him. Until, he was convinced that he could quit to make a living out of the ‘cloud’. Mathrubootham’s moment arrived when he had an epiphany in a business meeting in Chennai in early 2011. That led to the creation of Freshdesk, a firm that enables sales teams and brand managers to reach out to customers who voice their problems against a firm on social media such as Facebook. “With social networks becoming a powerful tool to reach out to customers, it was only natural that even help desks moved to the cloud,” says Mathrubootham.

As opposed to the Internet, with which it is often mistaken, cloud computing (or grid computing) refers to the capability of delivering computing as a service — using an inter-connected grid of computers — to a host of users who pay for the service as per use. What is offered could be basic computing or storage, software or data.

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June 24th, 2011

Freshdesk and Reach 360 sparkle at Microsoft's BizSpark Startup Challenge

Bangalore, June 24, 2011: Microsoft India, today announced the winners of the BizSpark Startup Challenge 2011. At the event that witnessed top 15 startups battling it out for the coveted prize, Freshdesk and Reach 360 emerged winners of the challenge. The two winners were rewarded with a grant of USD 40,000 and the runner-up teams; Zevenseas and Live Inbox got a grant of USD 10,000 each.

Microsoft BizSpark Challenge is a unique contest for start-ups in the field of product software to showcase their innovative business plans, receive feedback, and mentorship from top investors and Microsoft. The challenge was open to startups that currently have product/IP and are leveraging Microsoft technologies. The participants were assessed on three key parameters; innovation, market potential of the business and a compelling story behind the idea. The challenge was launched in April 2011 and within six weeks of the launch, over 400 product start-ups enrolled for the challenge and 15 startups were shortlisted for the finals.

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June 16th, 2011

The 1M/1M Incubation Radar: Freshdesk, Chennai, India

A finalist in the Microsoft BizSpark India Startup Challenge, Freshdesk is a SaaS company that provides small and medium businesses with on-demand customer support software that offers multi-channel social support. Freshdesk introduces itself as a kind of Salesforce.com for customer support so to speak. Small- and medium-business owners can set up online customer support platforms that combine the backend help desk system used by agents (ticketing, knowledge management) with an online customer portal (self service, forums, idea management, voting, etc) on the front end.

Freshdesk was founded in 2010 by CEO, Girish Mathrubootham and CTO, Shan Krishnasamy. Before starting Freshdesk, Mathrubootham worked as a vice-president of product management and Krishnasamy as a technical architect for the Manage Engine division of Zoho Corporation. Mathrubootham successfully built products such as the Manage Engine Service Desk Plus, an ITIL service desk software used for internal IT support. It generated millions of dollars in revenues in 2010. Mathrubootham, with help from Krishnasamy, also built Op Manager, a network monitoring software that also generated several million dollars in revenues in 2010. Krishnasamy wrote the 1.0 version of the Manage Engine Netflow Analyzer, which is now a multi-million dollar product.

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April 14th, 2011

Strategy Roundtable For Entrepreneurs: 1M/1M Announces Partnership With TiE Chennai

First up, Girish Mathrubootham from Chennai, India, presented Freshdesk, a SaaS solution for multi-channel customer support including knowledge base and social CRM support. Girish and his team are former Zoho employees and bring to their entrepreneurial efforts the perspective and learnings of Zoho, which has been successful in drastically undercutting high-end competitors in a major market, namely CRM, the office suite, and so on.

I liked this venture very much and see the basic framework of using the Indian cost structure to provide SaaS products that are competitive in terms of performance and functionality at drastically lower prices as a massive opportunity for Indian entrepreneurs to go after. Almost a thousand SaaS/cloud startups have been launched over the past decade, and in each niche there are opportunities for concept arbitrage using this basic formula.

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