On August 18,2015, cloud-based customer support platform Freshdesk is bought the live video chat platform 1CLICK.io. 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. Freshdesk said 1CLICK’s co-browsing feature will add greater context during the problem resolution process and ultimately reduce the time agents spend on each help-desk ticket. 1CLICK also gives Freshdesk a bit more prowess in mobile, as its integrated HD video and voice chat services work natively on the channel.
1Click was founded in 2012 and incubated out of NSRCEL at IIM Bangalore. The startup has focused on co-browsing and other forms of live visual communication. Its early backers include Blume Ventures and angel investor Naru Narayanan from the Chennai Angels.
Freshdesk was founded 2010 and has been working steadily to surpass its main American rivals Zendesk and Desk. The company moved its headquarters from India to San Francisco and boasts to have doubled its customer base over the last year. In April Freshdesk closed a $50 million Series E round of financing.
You can find more information about Freshdesk’s acquisition of 1CLICK on ZDNet.