Chennai based Freshdesk has acquired social customer support tool, Airwoot for an undisclosed amount.
This is the fifth acquisition made by FreshDesk. Earlier, the company acquired 1CLICK, Frilp, Konotor and Framebench.
“With the social integrations within Freshdesk, we were able to allow businesses to monitor posts that were relevant to them. We focused on building a ticketing system which would help support teams keep track of customer issues reported on social media.
What we soon realized was that most brands found it difficult to set up these filters and rules. Since the social media space is continually evolving, the language on it does too. These filters and rules needed constant manual updates, which was not easy for most teams. Airwoot’s Artificial Intelligence technology has been instrumental in helping brands do this effortlessly. Harnessing the power of machine learning, Airwoot filters out the noise and marketing chatter from your social handles and allows you to respond to customer queries, then and there, ” said the company in its blog.
Airwoot will continue to support their existing customers, and function as a standalone product. The Airwoot team will focus on enhancing Freshdesk’s social offering.