Freshdesk acquires online multimedia file collaboration firm Framebench

Framebench enables teams to share, review, and comment on videos, images, presentations, and documents

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.

Framebench offers an online platform that enables teams to share, review, and comment on videos, images, presentations, and documents.

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

"The acquisition of Framebench presents an opportunity to integrate collaborative capabilities not only into Freshdesk, but also other products like Freshservice," said Girish Mathrubootham, Freshdesk CEO. He added that collaboration plays a critical role in enabling businesses stay on top of delivering customer happiness.

With Framebench, the customer support agent can interact with the product team even as the customer sends a screenshot and use the visual communication platform in realtime while working on knowledge base articles, images or even tutorial videos. This would enable multiple individuals to edit, annotate and review creative files.

Framebench, launched in 2013, is funded by Blume Ventures and has offered its services to the US Republican Party in its election campaign, according to reports.

"Framebench saved us a lot of time in coordinating 260+ campaigns in the state elections and the team totally loves using it." said Vasyl Rabosyuk, former Director of Technology at the Ohio House Republican Organisational Committee.

Freshdesk, which acquired 1CLICK.io in August, 2015, acquired Frilp, a social recommendation app, in October and mobile first user engagement platform Konotor in December, 2015. Each acquisition not only brings new capabilities to Freshdesk, but intelligent and creative talent as well, said the company. The company said that it has also opened a fourth office in Sydney, Australia.

Launched in 2010, Freshdesk has 50,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and Petronas. The flagship product allows organisations to support customers through email, phone, websites, mobile apps, forums and social media.