Freshdesk Contact Center Reviews & Product Details

Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools. Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions. Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.

No Cloud Hosting in Middle East Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues. Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.

Disjointed Communication: Freshworks' suite of customer engagement tools consolidates communication channels, preventing fragmented interactions and helping businesses manage customer inquiries seamlessly. Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries. Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.

It is simple and easy to use. You can use it on any PC or mobile device. It is cheaper than other providers and there is virtually no downtime. The quality of the calls is outstanding.

I wish there were integrations with AI tools such as Vonage AI where you can set up virtual agents to pick up the phone. Or if there is a tool to summerize the calls as in voice to text.

It removes the need for conventional phones. It saves space by getting rid of the SIP phones and cables. We can use it on our mobile phones. It saves the company money.

The app is extremely easy to use and very user friendly. I like the country switching when dialing different country numbers.

I found no glitches of the app so far, so no dislikes yet.

The problem solved is that we don't require physical phones any more and it makes contacting customers way faster.

It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.

Although it is an omnichannel tool you get all the features with a better organization of the functions on the separate tools for each channel (e.g. Freshcaller).

It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.

Unified Customer Experience: Freshdesk Omnichannel allows businesses to manage customer interactions across multiple channels from a single platform, providing a unified experience for both customers and support agents. Seamless Channel Integration: Freshdesk Omnichannel integrates with various communication channels, including email, chat, phone, social media, and more, making it easy for businesses to manage customer inquiries across multiple channels from a single platform. Automation and Workflows: Freshdesk Omnichannel offers automation and workflow features that can help businesses automate repetitive tasks and streamline support processes.

Pricing: Freshdesk Omnichannel offers various pricing plans, and some businesses may find the cost to be a potential drawback, especially if they have budget constraints or are looking for more affordable options Learning Curve: While Freshdesk Omnichannel is designed to be user-friendly, it may still require some time for support agents to learn and adapt to the platform, especially if they are new to customer support software or have limited technical proficiency

Channel Fragmentation: With customer inquiries coming through multiple channels such as email, chat, phone, social media, and more, it can be challenging for businesses to manage and respond to them efficiently. Manual and Repetitive Tasks: Manual and repetitive tasks, such as ticket routing, response drafting, and status updates, can be time-consuming and prone to errors. Lack of Visibility and Reporting: Without proper visibility into support performance, businesses may struggle to measure and improve their customer support quality. Limited Customization: Some businesses may have unique requirements or workflows that are not fully addressed by off-the-shelf customer support tools.

What I like the best about this product is the user interface and ease of access in terms of setting up and managing concerns inside the platform.

Freshdesk Omnichannel Integration has been improved so far but still lacks of native integrations that is high demand in different countries. Like Viber.

Managing concerns from email, livechat, website, e-commerce and social media pages.

We recently switched from Line2 to Freshdesk Contact Center and Im really glad we did. You basically can create a call center between your different employees, great for working from home. Connection was a big improvement from Line2 as well.

The set up did take some time to get everything switched over but I think it was on par with other new technology set ups we have done in the past.

Good call connections with our customers, the ability to be offline and send all calls to voicemail was very helpful as we were not able to do this before.

The flexibility. I am at my desk and can see who's calling in, and I can take it out and about with the app when I need to so I don't get chained to my desk all day long. I like the multiple functionalities, the emailing, which you can link to 1 or 5 separate email accounts. Each email account might connect to separate programs within the company. So if each email address is a different program, you can limit which staff see which tickets, so they only see what is relevant to them, which also improves efficiency. There is also an achievement board to track how productive each employee is in terms of FreshDesk usage.

Nil, it's a great system. I can't think of a bad thing. Like al technical systems, there are times when the line may go down or minor technical issues occur, but even in these instances I have found that the tech support is prompt and efficient at finding the root of the issue and resolving it in a timely manner. Often the issue is something easily fixed, and I find the staff are very adept at talking you through solutions and getting you back on task quickly so you don't lose much production time.

We are keeping in touch with our patients who are utilizing a particular medication to manage their condition. Using FreshDesk we can manage their infusion dates and keep in touch to see how they are coping while on the drug. We can call patients, create tickets and reminders to complete a task with full instructions at a specified time. We assign tickets and email colleagues and patients all from one handy location, and our colleagues can also see communications so that we are all on the same page when we talk to people. You can also delv into FreshCaller which allows you to see who is on a live call, and howmany calls have been made by each staff member for the day which is helpful for productivity

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