Freshdesk has doubled its customers in Australia to 5,000 within just 10 months of establishing its Sydney office – with many managed service providers among the client base.
The cloud-based customer support platform, which is backed by Google Capital, now has 20 channel partners in Australia and 200 across the world.
According to Freshdesk, customers of the 5,000 Australian businesses using the platform are creating more than one million service tickets each month. Overall customer satisfaction is 83 percent and customers have their issues solved, on average, within two days, according to the company.
Freshdesk Australia general manager Sreelesh Pillai told CRN: "Of the 5,000 Australian businesses using Freshdesk products, close to 700 operate in the IT space. They range from IT managed services companies to enterprise IT software makers, as well as custom IT solution providers and helpdesk and support businesses."
Pillai added that the solution is "particularly popular with IT managed services companies, who use Freshservice to track IT issues within client locations".
According to Freshdesk, its product brings email, phone, web chat and social media channels into one platform, providing a centralised dashboard for its customers to manage their communications support.
The company has recently launched an in-app, real-time messaging service, Hotline.io. The product enables mobile-first businesses to respond to customer queries from mobile users via in-app support and engage those users with announcements, status updates, promotions and other targeted messaging.
Freshdesk chief executive Girish Mathrubootham said: "We plan to continue investing in Australia to help local businesses to easily connect and engage with their customers."
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