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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 |
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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.
Compare Freshdesk Contact Center with other popular tools in the same category.
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 .
I have worked in a few call centers and Freshcaller has tons of analytics available at your fingertips. Being able to see how your day is progressing and allowing for easier future planning, it does make it easier to help manage the way that the center will handle incoming calls.
One of the only things that i do not like is the limitation of being able to use extensions. While this can be easily managed and is only a minor annoyance, it would certainly be a truly all in one system.
We are looking at a way to incorporate tickets into our system during off hours and also allow people the option to stay in a queue instead of going directly to voicemail as it was previously set in our old telephone systems.
The promptness and knowledge of the product. Staff is always helpful.
As far as I can see there is nothing to dislike at this time.
We use freshcaller as a means for our customers to reach use. Using desktop and the mobile app makes it great.
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
Freshcaller run on cloud and I can make integrations with Freshdesk, its awesome!! This tool gives a lot of features that help me a lot.
Nothing so far. I really like this tool.
Callcenter
Love the simplicity .. we have used this system for conference calls of agents that are all over the country. very easy to download and join calls
few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.
Our current product gives us unlimited minutes though, the per-minute cost makes me a little apprehensive.
Easiest way phone contact solution. You can easily manage your call with clients or customers. Very useful for contact support & to make client calls. Clean user Interface and loads of features. Multiple features and easy management. Great database to record everything.
There is nothing to dislike but just sometimes dialing problem as it fails to connect. It's not every time or everyday but quite sometimes. Hope they could fix it soon and add some more features like integrations with other applications.
We use it for customer support and make client calls. I can access my recordings on the dashboard itself and manage my call. The pricing is very reasonable and features are great. Services and support are very responsive as well.
The best thing like about freshcaller is that it has all the thing son same desk. A beautiful dashboard and fantastic thing to use with customers. This product I like the most and many features are like wow.. for me and my company. Go ahead if you are searching for the best quality things and features on single desk.
One dislike is there. It is available in few countries they should increase their area and countries. Nothing personal but really other features just touched my heart.
Here at my company we use this product to help customers. Support system should have great features and best assistance. Freshcaller has lots of benefits .. we can now call our customers for help anytime and of course anywhere and there also with full support and readiness.
IVR feature is fantastic and makes the company much more professional.
Nothing thus far we had a few bugs that the freshworks crew fixed right away.
Service management
Freshcaller allows you to set from a simple contact channel for your clients, to a complex and smart whole contact center for your team, units and their customers. Has a very friendly and beautiful UI as well. Is a quite simple solution to set up in a few minutes, that's what differences it most from the competition.
It should have better mobile improvements, we crave for a whatsapp integration. Maybe add SMSs features might should be considered
Smart interactions with the customers, access records of calls, raising helpdesk tickets in a way more efficient way