Customer Service for Mobile-First Businesses

Allison Howen
by Allison Howen 25 Feb, 2016

Popular cloud-based customer support software provider Freshdesk has unveiled a new service designed specifically for mobile-first businesses.

The service, dubbed, helps businesses offer native in-app customer support in real-time. What's more, Hotline provides agents with tools to handle high volumes of time-sensitive inquiries.

"Phone and email are not ideal channels for mobile app users. Mobile-first businesses face a unique set of challenges that need specific solutions," said Girish Mathrubootham, CEO, Freshdesk. "Support needs to be in-app, engagement should be real time, context must be readily available, and the solution has to be massively scalable. We built Hotline with these in mind."

It is important to note that the launch of Hotline is a result of a successful collaboration between the Freshdesk and Konotor teams. In fact, Hotline is built on Konotor and Frshdesk's own Mobihelp. In addition to quick, real-time support, Hotline allows businesses to proactively engage with customer segments via in-app announcements, status updates, promotions and other targeted messaging.

One of Hotline's first customers, global restaurant discovery and food delivery service Zomato, is among eary adopters to have seen faster resolution of customer issues. In fact, Freshdesk notes that early adopters have seen a 45 percent reduction in first response time and a 40 percent reduction in resolution time.

"I think the future of improving customer experience and customer delight lies in real time proactive engagement. Hotline, delivers that to us," said Kritymoy Boroowa, senior manager of operations, Zomato, a global restaurant discovery and food delivery service. "Once we moved to Hotline, there were quicker responses, much quicker resolution, and a drop in people moving to social media for them to be heard."