Cloud-based customer support software, business Freshdesk, announced its acquisition of Framebench, an online collaboration 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. For example, when the customer sends a screenshot, the agent can now make quick annotations and interact with the product team and the customer without ever leaving the ticket. Agents can use this visual communication platform in realtime while working on knowledge base articles, images or even tutorial videos.
Launched in 2013 and funded by Blume ventures, Framebench is intended to eliminate 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 Girish Mathrubootham, Freshdesk CEO. “Freshdesk is committed to helping companies provide great customer experiences, and collaboration plays a critical role in enabling businesses stay on top of delivering customer happiness.”
This announcement comes on the heels of a year of growth for Freshdesk, with a fourth office opened in Sydney and three recent acquisitions in the last five months.