Unclaimed: Are are working at Freshdesk Contact Center ?
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.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
| Capabilities |
|
|---|---|
| Segment |
|
| 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.
Compare Freshdesk Contact Center with other popular tools in the same category.
Freshdesk is easy to use, very user-friendly and has one of the easiest onboarding flow I've ever used. The detailed reports that can be curated as well are a big bonus for my team as well! The Live Dashboard also allows our management team to access live calls and monitor remotely any call they choose while the call is in progress, awesome tools! Even better features!
The only thing I'd change is the Call Conference feature, there needs to be a way for the person who connects the call to be able to leave the call if they desire to do so. Having to wait until the other two parties finish speaking to drop the call is not efficient.
Freshdesk Contact Center has made it easy for our entire remote team to keep in contact with our clients across the world! The cost for this service as well is highly competitive and I would recommend using Freshdesk Contact Center to any Startup interested in a phone solution for their company!
la automatizacion, la forma rapida de empezar.
que no tienen numero en todos los paises de America
recibir y hacer llamadas desde cualquier parte del mundo con mi mismo numero, permite movilidad 100%
Easy handling and getting a phone number from a country abroad so that clients and candidates can call me easily by a local phone number.
Not, sure at the moment, everything works very well, ok yes I don't like that I can't get a phone number from any country, because in some you need to be a resident.
sometimes the call breaks up after 3 times of ringing
Usability experience and customer support
Reports and analytics can be improved, so far crashing too often when building a report
Usability makes it easier for our agents to increase the performance
Simple and clear, everything you need to have to call leads and prospects
When you call people from all over the world, it's a little bit uncomfortable to select the country before the number, if you put the number in the field an then you want to change the country code, you lose the number you previously pasted. Also, if there is the country code and a 0 before the number that you are trying to call, the system does not automatically remove the 0
Reaching out countries that other platforms do not support. even though is not covering the whole world, the list of countries is pretty good
The user friendly UI of the system, which easy and fast to setup an IVR systems.
The limitations to integrate with non SPI type of lines for BYOC.
The BYOC- as it also affects the Callback features of the system, this is a cost savings for integrating existing telephony system
The respect of the customer and his brand image, the speed and efficiency of their support, affordable prices and sometimes even free of charge (for all Freshworks products and services), an irreproachable software reliability.
Honnestly? for my part nothing (and yet we've tried just about every competitor on the market...).
The speed of execution in obtaining a virtual phone number for a paltry sum, a very clear explanation to my specific questions (which is very rare nowadays), and the saving of several days of possible downtime of our call service.
In 2019 my company was looking for a VOIP solution because our traditional phone model wasn't efficient for the size and structure of our help desk, so we started evaluating Freshcaller. When our office in NYC closed due to COVID-19, we needed a phone solution immediately. The ease and quickness of account setup, and the familiarity of the product UI, allowed us a nearly seamless transition without much interruption to service. Freshcaller UI is well designed but was also easy to learn due to it being part of the Freshworks suite of products, which my team were already familiar with (Freshdesk users for over six years). The integration with Freshdesk is also helpful.
My team has been using Freshcaller for three months so we don't have a ton of experience with the product at this point. The only issue we've had is that sometimes there is a delay, or silence, when we answer the call. When this happens, the caller will not hear our introduction and we'll have to repeat ourselves, or the caller will think that nobody is on the line and they will hang up. We haven't been able to determine if this is an issue on their side, or an issue with Freshcaller, or a combination of both.
The biggest problem we solved with Freshcaller is a gap in service during COVID-19. We've realized that our help desk can continue to function while working remote.
The seamless integration with FreshService made FreshCaller a valuable addition to our IS department. The FreshCaller support team is fantastic. We have insight into how our customers interact with our Solution Center. Call recordings embedded in our tickets.
The porting of our 800 numbers was a little bumpy, I would have like to be able to schedule this process for after hours. We did have some downtime in our phone system during the transition.
Our old system was very difficult to configure and maintain, we didn't have any analytics showing call times, agent availability and they did not tie into our ticket system. FreshCaller was easy to set up and will be able to easily maintain going forward. It is great having the call recordings in our ticket system.
We can export entire call history with cost and recordings for data purposes. It's Cost effective compared to larger companies and seamless integration with all products which is overall great.
On user level system is complicated but once you get the hang of it, it's no longer a big of an issue.
Lesser manual input, better streamlined call-flow and easy data exports.