Customer engagement service Freshworks, which you may still remember under its old name of Freshdesk, today announced that it has acquired Natero, a customer success service with some AI/ML smarts that helps businesses prevent churn and manage their customers.
The acquisition, Freshworks CEO Girish Mathrubootham told me, will help the company complete its mission to provide its users with a 360-degree view of their customers. As Mathrubootham stressed, Freshdesk started out with a focus on customer support and then added additional functionality for marketers and other roles over time. Today, however, companies want this full 360-degree view of a customer and to be able to offer differentiated service to their top customers, for example. In many ways, the acquisition of Natero closes the loop here.
“The acquisition extends our ‘customer-for-life’ vision to all teams, including account and customer success managers who require up-to-date customer usage and health … Read the rest