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Freshdesk Contact Center Reviews: 4.1/5 — 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.
It's very easy to use, and you can add/remove agents very easily too. We also like you can buy different phone numbers, we use it to see the results in offline marketing actions (we add a new number in the flyers and we can see how many sales comes from an offline campaign based in the phone calls we receive to this number that is no public in any other place). Is also very useful for me to see the KPIs of my team, it make us improve our customer service and sales actions too. But in my opinion, the best thing is the customer support, each time we have a doubt or any problem, they answer super quick to help us.
The freshcaller app is with limited features. But is good anyway. We usually use the web application.
We are in 3 countries and is a good way to have centralized all the calls and KPIs in one platform. We can manage the business hours, changes de voice messages, etc.
system is friendly, easy to use, good customer support for tickets
support for chat, tickets and calls is not the same, so they have to transfer my request many times to get it solved
callcentre for my business. I can integrate multiple channels.
i only use the integration into freshsales CRM but it integrates cleanly and looks great. you can make calls with one click, or dial in a new number on your own if you need. the interface is very flexible. inbound calls popup works very well - it is super easy to answer calls with one click.,
checking voicemails could be easier and I wish you could do this within the freshsales CRM itself
making outbound calls, receiving inbound calls, automatic voicemail drop, IVR
if you need a dialing app that integrates into your CRM choose this. if you use freshsales, it integrates perfectly and allows you to make calls right from the CRM. support is very helpful and can screen share with you if you need.
pricing is expensive since you are paying per user per month and per phone per month.
making outbound calls, tracking outbound calls, recording calls, receiving and answering inbound calls
the best part about this tool is that it integrates perfectly into the freshsales crm which we use for outbound calling. integration with gmail and sms text messaging for outreach are all great.
sometimes call quality can fail. wish it was easier to view voicemails.
making outbound calls, tracking recording tools as well.
easy to use dialing app that integrates into freshsales CRM. I use this app to make outbound sales calls. it is super easy to just click on a lead and be able to dial right from the interface rather than having to type in numbers.
setting up is complicated and sometimes things go awry, but the support team is super helpful in fixing quickly
outbound and inbound calls / dialing - benefits are that it tracks oubtound calls - voicemail drop makes it super easy to leave messages
The integration with freshsales allows us to live inside the CRM solution seamlessly
Keypad widget disappears if you click outside the widget
We are a small startup that needs to grow rapidly and freshcaller will allow us to efficiently reach out to hundreds of leads every week while maintaining a record of the calls.
great calling app really easy to use and audio quality is excellent. no issues with calls dropping or any interference. very easy to use and integrates into freshsales CRM seamlessly.
pricing is a little expensive since you must pay for number per month, then per user per month, and also for minutes
being able to call within freshssales crm. make outbound calls and record and track these calls.
i only use this integration wihtin the freshsales CRM but it seems to work wonderfully. its super easy to use and makes dialing a breeze. you can call to almost every country internationally and you can log calls, record calls, and take notes, etc.
pricing is a bit expensive. there are plans with price per user per month but then you have to buy credits on top of that.
being able to make foreign and domestic calls from the computer or app.
great for outbound calls. VOIP system. easy to use and dialing format is great.
difficult to set up at first and pricing is a bit expensive since you pay for number per month then per user per month, etc.
being able to make calls and dial out for outbound sales calls.
