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This will enable Freshdesk’s customer support agents to collaborate on videos, images, presentations, and documents with customers and colleagues

The Framebench team

India- and US-based SaaS customer support company Freshdesk has announced the acquisition of Framebench, an online collaboration platform that enables teams to share, review, and comment on videos, images, presentations, and documents.

With this acquisition, support agents can interact with their customers and internal product teams by collaborating on the same file.

For example, when the customer sends a screenshot, the agent can now make quick annotations and interact with the product team and even the customer without ever leaving the ticket. Agents can use this visual communication platform in real time while working on knowledge base articles, images or even tutorial videos.

Launched in 2013 and funded by Blume ventures, Framebench eliminates the hassle of enabling multiple parties to review and edit creative files. The online collaboration platform allows multiple people to seamlessly edit, annotate, and even version creative files.

“The acquisition of Framebench presents an opportunity to integrate collaborative capabilities not only into Freshdesk, but also other products like Freshservice,” said Freshdesk CEO Girish Mathrubootham.

This announcement comes on the heels of Freshdesk’s acquisition of mobile-first user engagement startup Konotor in December last year.

Launched in 2010, Freshdesk is a leading provider of cloud-based customer support software. Its flagship product allows organisations to support customers through email, phone, websites, mobile apps, forums and social media. Freshdesk claims it has 50,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas.

Headquartered in San Bruno (California), Fresh also has offices in London, Sydney, and Chennai.

In April last year, Freshdesk has nabbed US$50 million in its Series E round of financing, led by existing investor Tiger Global.

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