Freshdesk Contact Center Reviews & Product Details

it's a simple tool to administer and configure

some options to configure it doesnt appears or function

The faster response to clients

- Customization - On call Support - Reporting

- Limited free Marketplace apps as a result a lot of development effort is required

Call centre operations at scale ROI of channel , effectiveness etc

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

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.

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.

great dialer that integrates seamlessly into the CRM.

pricey if you also choose to incorporate freshcaller dialer. does not have as many features as Salesforce or Zoho and does not allow for any 3rd party integrations meaning there are some features that are not covered.

making outbound calls, tracking outbound calls, recording outbound calls.

Ability to monitor calls and track agent's performance, with solid call metrics.

Nothing really - we don't have any problems with the system.

We're using FreshCaller for all our support calls, combined with FreshDesk.

I like we can see if another person is already seeing or answering a ticket.

I dislike that the Update is only available to see in the page tab and not in another opened pages. I also dislike the tickets take too long to appear in the "solved" after being solveds.

I am solving problems such as requests and I realized Fresh help me to check my performance

Freshcaller is a very stable tool that makes communicating with my customers really easy. There are quite a lot of options that aren't available with other tools like the ability to block spam callers as well as an easy view of each contact's call history. I especially like the fact that I can use this tool whether I'm working on my laptop or using my mobile phone. This helps me stay on top of things no matter where I am.

I actually don't have any issues with Freshcaller. I would like the ability to be able to sort the interactions by date. Right now, I just see one continuous report. A daily view will help keep track of all the interactions easily. Also, I noticed that I am unable to look up a number so it would be a great addition if there is a lookup option. Having this will make sure I don't have to scroll through multiple pages to find an interaction.

This tool is very easy to set up in such a way that new members can be added without any hiccups. The mere fact that there is no need for a full IT team to set this up makes it ideal for small businesses where expansions can be accomplished quickly without any downtime.

Called in a few times to setup different things I couldn't find online, they helped me right away.

One service outage so far because of the weather in India, service was back up very quickly.

affordable 1800 numbers

I like how handy, user-friendly, and effective the tool is. It works on my laptop, PC, and even in my phone. At time when I have to be away from my station, I am not worried about calls or tickets coming in because I can always take it using my phone. I love having the option to create tickets after every call and that you need to write at least a note after every call. It also is integrated into Freshdesk which gives me the option to automatically send tickets over as emails, not necessarily as attachments. It also has an offline option for when I do not want to be disturbed. I also love how responsive their support team is. They always get back to me in a timely fashion. Also it doesn't require cutting edge computing technology. I can access it using my Huawei Mate 20 phone. I can also run it on a mid-range laptop. The calls are clear. I can test the connection anytime, too, just to make sure my callers can hear me.

My airpods don't work on the Freshcaller mobile, but that's okay because I can pair my airpods with my laptop. It would have been more convenient for people on the go. I sometimes move from one area to another so I think it would be great if they can integrate wireless earbuds into the Freshcaller mobile, just like Zoom and FB Messenger, so I can take notes while talking. I sometimes end up having busted wired earpieces, so I prefer wireless technology. I think there were 2 instances when the connection was not as clear but for the most part, the calls were crisp.

I had a problem connecting my airpods to my Freshcaller mobile. I thought this was possible and was wondering why my caller couldn't hear me. I took off my airpods and just talked to my caller on the phone. I can't complain; it still got the job done, which was what counted. I was told the functionality wasn't there yet.

Freshcaller is tied to the Freshsales CRM suite, thus simplifying sales processes extremely well. Making outbound calls and receiving inbound calls are seamless. All call records are logged with the lead/customer records automatically. The freshcaller app enables sales teams to make and receive calls on the fly.

Inbound calls don't essentially launch the associated lead record automatically. However, notes added to the call once it is complete automatically get added to the lead/customer record. There isn't an inbuilt transcription function, which will help simplify best practice sharing and being able to go back to specific timestamps/objections on a call during review/meetings.

Now that it lives within the CRM, active tracking and simplifying the sales sequences are the benefits.

I like the access to the live dashboard, is very useful. Since freshcaller is still connected to Freshdesk calls and tickets can still be connected when necessary.

I'm satisfied with the product. I disliked the fact that a proper reports tab had not been added but now is all set and I'm happy with it.

It helps us connect with customers through calls. The count of calls is easy to get since the analytics reports have been very well designed.

Easy to use, voice quality is good and cost effective product.

Nothing specific, this tool is solving our DR problem

we were unable to take calls from home during DR situation and now with help of Freshcaller we have setup our DR and agent is taking calls from home during DR .

The call forwarding, the ease to use page, the IVR trees, the messages voices :)

The child call queue created in the IVR, there is nothing else that I dislike!!!!

Clients communication

It is a good thing to call all countries, and it works for me most of the time, it is a very useful and very nice application to get numbers from another country without too much hassle and keep their call logs.

i like freshdesk contact center, very useful. maybe all country add toll-free number. i think they should use another consultant for business.

Usually worked for me when calling my clients

Queue management, outbound, and inbound campaigns

Not reliable, it has too many issues with calls

Queue management

Freshcaller was a breeze to install and setup. We got a number we liked and it worked both on computer and smartphone

The smartphone app doesn't work exactly like a phone call app and the answering screen is not very convenient.

Having a landline for our business in the most flexible way possible, in the shortest time on the market and without hardware.

It shows good information about agents and calls

the credit system & there's no dark mode

can see what agents are available