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Freshdesk Contact Center Reviews: 4.2/5 — Solid Choice
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 |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| 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.
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
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.
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.
Freshcaller is a very user-friendly software that helps our company to provide the best customer experience. Our support agents can easily initiate and answer calls in real time, as well as categorise them or leave notes. We find the IVR feature to be really helpful in providing instructions to our customers and making sure that they receive fast and specialised help according to their needs. Outside of our business hours, Freshcaller allows us to record customers' voicemails and play custom voicemail messages with further instructions about alternative communication channels and opening times of our customer support. What I like the best about Freshcaller is how easy to use it is and how the product team always thinks ahead about their customers' needs by constantly providing the best support and new features to satisfy the needs of modern tech companies looking for smart automated solutions.
So far I haven't experienced any problems.
Our company uses Freshcaller as part of Freshworks' omni-channel platform. It is a great solution that allows us to easily manage all communication channels with our customers. The support agent view is very intuitive and allows for a fast resolution of the tickets, regardless of their source (chat, email, phone etc.). We were able to port our company's phone number from a previous carrier at no cost and easily integrate phone calls with already existing tools to provide support via chat and e-mail.
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
The system functions exactly as required with an easy, intuitive setup platform. Integrates with Freshdesk easily and makes keeping customer history and records a snap. VERY impressed thus far.
Per minute price is a little higher than I'd like.
Keeping a comprehensive support history of every customer - the ability to generate tickets from each call WITH notes/recordings and link that to the Restaurant's contact info in FD makes this system very, very usable and nearly indispensable.
Call Queue management is a breeze with a lot of options provided. It gave a more efficient way for my Customer Service team to handle large call volumes which in turn provided our customers with excellent online customer service experience. It was particularly helpful during peak periods and holidays.
Setting up needed some time to get used to and there was a bit of struggle to complete the call test connection.
Call waiting and proper management of Voicemail was a big help for my team. Plus I can better monitor our customer contact ratio for a better staff planning.
It's very easy to use and integrates well into the other products from FreshWorks. We're also looking forward to other to the future releases such as agent extensions. The reports and live dashboards feature is also very helpful to keep an eye on how the call centre is working. Support are always on hand and we've had multiple visits from FreshWorks to help our issues.
The lack of a automatic/predictive dialler for outbound sales/marketing campaigns is a bit of a pain but apart from that no major issues.
The call centre is a lot more productive especially with the integrations with Freshdesk and Freshsales. The fact voicemails automatically create tickets within FreshDesk is very helpful. The IVR and call queue system is also very easy to use, making changes to said system is also a lot easier compared to our old product. Having our whole team on one system means replying to customers and catering to their needs is a lot more tailored, meaning a higher customer satisfaction.
First of all you can monitor all agents, see who is online, who is on the line with customer and even join the call to check if everything is OK. Besides that, it allows you to make an agent online or even offline in case they have left freshcaller active when they left. Reporting is also very useful. It has ability to locate your target by notes, customer name phone number and etc. So it total, everything needed is there, you just have to use it. All of the Freshcaller support members are very helpful. They also, try to give us additional feedback how to improve our service, knowledge in terms of Freshcaller and make is easy to use.
Sometimes it operates a bit slow, but as we know and checked it was because of the internet which we are using. Also, when it comes to the problem solving (like some issues while using Freshcaller) we would highly appreciate if problems were solved a bit faster than usually. But we understand that sometimes the cases go directly to development team, who are willing to do it and they need more time than expected. In total, it is a software which we can recommend to business operating in customer care.
We can easily change number from which we are calling to customers, so it is very useful in terms of location. It also helps us to make working process smooth and easy. Our agents can always listen to their conversations after the work to improve their skills. Also, Freshcaller support team is online 24/7 and ready to support in case of need. They never leave a case without a proper attention. Application is very friendly, colors and all the interface is looking as if a lot hard work was done. Also, you can arrange and save numbers as a company or as a customer, so when you receive a phone cal, you know exactly who is calling. We really love this feature. It is like a phone book where you can place a lot of information under one customer starting from email addresses, company title and a lot more.
I like how simple it is to set up call routing.
Not so much a dislike, but it would be good to be able to route to an IVR after a predefined length of time in a queue.
We can easily route to a different, external number, out of hours.
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.
