Customer service support provider Freshdesk raises $50M

Steven Loeb · April 20, 2015 · Short URL:

Freshdesk now had 40,000 customers, including Honda, Hugo Boss and Petronas

You would think that in this day and age, with the world having long since gone digital, that customer support would be the best it has ever been. Companies have so many ways to get in touch with us, either by e-mailing, or through social media or texting. Instead, I often find myself having to do the same old thing: call and sit on the phone, listening to crappy music, until one of the company's support staff decided to pick up.

In fact, I have to go do that right after I finish writing this article because my new computer is already on the fritz. And I am absolutely dreading it. 

Freshdesk, a provider of cloud-based customer support software, wants to fix that problem and now it has raised $50 million in funding, it was revealed on Monday.

The round was led by Tiger Global, and joined by Accel Partners and Google Capital, the same three investors that participated in a $31 million round in the company in June of 2014. With this latest round, Freshdesk now raised a total of $94 million in venture funding.

Freshdesk offers a customer support solution that allows companies to better interact with their customers through various channels, including email, phone, websites, forums and social media. 

Its features include shared inboxs, which allows a team to collaborate and resolve issues without stepping on each other; service level agreements to define ticket priorities and requirements for resolution times; keyboard shortcuts; suggested solutions; scenario automations; and canned responses. It also allows customers to measure and track performance, through surveys, as well as security through encrypted servers and custom SLL certificates. 

The end result is meant to be customer case that is not only quicker, but also more targeted and efficient. 

Launched in 2010, the company has grown to a 40,000 customer base in just over four years. Its clients include 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas.

Last year the San Francisco-based company launched Freshservice, a SaaS IT service desk solution, that it says is "providing a modern alternative to complex legacy IT support systems." The new funding will go toward scaling to meet the demand for both Freshdesh and Freshservice, and to further invest in the company's products.

"This investment will help us continue to evolve our products and scale our business to meet demand from customers around the world. We are excited about the shared commitment that our investors have in Freshdesk and our vision," Girish Mathrubootham, CEO of Freshdesk, said in a statement.

VatorNews has reached out to Freshdesk for more information about the new funding. We will update this story if we learn more. 

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