Freshdesk Contact Center Reviews & Product Details
Freshdesk Contact Center(formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshdesk Contact Center Pros and Cons
- There’s a free plan available
- Freshdesk uses powerful Freddy AI for its conversational chatbot
- You get access to high-quality website widgets like forms, personalized content, and click detection
- Some key features like AI are only available on the most expensive plan.
great calling app. easy to use and integrates with freshsales CRM which we use for CRM options. support is very helpful and can answer any question at any time. there have been times where they have set up zoom calls to be able to explain certain features or answer questions. one on one support is typically hard to find for any CRM or dialer.
seems as if it was made for inbound calls like tech support etc. instead of outbound sales calls - still works for outbound but not as many features. price is a bit expensive for a dialer but integrates into the CRM saving a lot of time with call tracking and recording.
being able to make calls and track/ record calls.
designed for inbound calls so if you have a ton of calls coming in that need to be routed / support or tech support this is a great tool. we use for outbound calling by integrating into the crm so we can make calls to clients and prospects right from within the software. calls are tracked and can be recorded - this is a great option.
expensive since you likely need a paid plan to get the features that you need and you also need to pay per number per month as well as user.
maing outbound calls - tracking outbound calls
lets you dial out and you can mask your number. also allows voicemail drop which saves time and allows faster calling.
system turns available and unavailable sometimes making the calls not go through and does not allow voicemail access.
being able to make cold sales calls and also dial clients.
I like that its very easy to use. You get use to the functions very easy.
I would like a better knowledge data base. Like freshdesk with a lot of articles to how to use freshdesk. I also do not understand the pricing since it is not matching the promises on the website.
If the pricing would be as promised, we would be able to call with a local number remote from everywhere. That's amazing. We are not paying but if we would I know the click to call option is also a time saver. We are switching from an old physical phone where you have to dial the numbers manually.
I like that i can now get reporting exported.
There are many bugs within the app that need fixing.
Organization and reporting
I like how easy it is to use alongside FreshDesk and the widget that is built into FreshDesk or how I can use it stand alone.
I do not like that there is currently no Mobile App.
Phone system for different brands to have different ivr.
I love the theme of the program, it is very useful and easy to use.
I have not found anything in this software that I do not like yet.
No problems with the software, it is very useful in our smaller business setting.
The best thing about FreshDesk Contact Center is that all the touchpoints of customer communication can be converged in one place. Next would be it's basic implementation which is very easy. And then you have a lot of free collaborators seat using which your organization's non-customer support team members who may have indirect role in managing customer queries, can also come on board.
To implement use cases other than basic ones (which would be essential to a business scenario), it becomes cumbersome to manage the FreshDesk Contact Center. There are some pre-built functionalities, but those lack the required flexibility.
Instead of managing multiple solutions for doing customer support, we are providing an omnichannel experience to both our team and our users. Also, we are able to route tickets, chats, and calls as per rules set for a better customer experience.
The support staff is ready 24/7 for live chat.
English is the support staff's second language, so often there is more friction in the communication than there would be otherwise.
Freshdesk is a great foundational CRM for a young company. It is bare-bones but reliable.
I like how the platform captures and displays 'Canned Responses' as it really helps to be able to see this information on the side panel without it interfering with the actual body text of the message that you are writing out.
Freshdesk is not optimized for categorizing issues and makes it extremely difficult to categorize tickets based on issue type. It becomes difficult to assign issues and keep track of them as there is no good categorization or views method on this platform.
Customer Support Tickets and answering them within a given timeframe.
It is very easy to add phone numbers, they can be added in Seconds
Can't dial an extension on a transfer - IE: if you have to transfer to 18008008000 X1070 you can't do it. Reporting is terrible, doesn't even remember last filter selection, no scheduling, Security not integrated with Freshdesk, end up setting up agent groups 2 times, Abandoned calls end up creating useless tickets in Freshdesk Randomly calls get stuck in queue and are not routed to available agents you have to pay extra for after-call ability Statistics are not accurate when there are a lot of warm transfers Until recently usage could only be renewed at $25 3 times max a day. When $75 used up, unable to receive/make calls, and support is almost inevitably not available. Does not keep track of "skipping" or ignoring calls No way to change IVR on multiple numbers at one time. (for outages/call spikes)
We are currently hobbled by immaturity of product and are seeking other options
It was supposed to integrate with oir ecommerce platform
Extremely poor experience with this company. It made a stealth charge of 708 USD on our debit card even though we were only ever on the pay as you go plan. Company does not pick up support or billing numbers so you have to call sales and demand to get re routed. They don't reply to emails either. Still waiting for our refund 10days after their own deadline. Comb through your bills carefully if you use this company!
Still trying to recover our money
The User Interface is pretty beautiful and aesthetically pleasing.
Freshcaller has just launched and it is FILLED with Glitches. Not only is it filled with glitches but the Customer Service team is unresponsive and impossible to get a straight answer from. Until this platform is tested better and improved upon, don't use it.
I was forced to switch from phones through Freshdesk to Freshcaller and it has caused more issues than anything else. Instead of expanding my options, they have only limited functionality in phone calls and reporting.