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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 |
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| 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.
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
It was a very easy onboarding process to get started and try using Freshdesk Contact Center / Freshcaller.
Nothing as of now. Once or twice faced some issues of not being able to make calls to few countries but it was quickly resolved by their team.
It is a low-cost call center solution esp. when we started our Global outreach
Queue management, outbound, and inbound campaigns
Not reliable, it has too many issues with calls
Queue management
Flexibility and ease of use. Fast Efficient and very simple
Sometimes certain countries are not available without knowing which ones.
Easy to process call and coordinate with team follow ups
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
Integrates well with the FreshWorks 365 platform. Great support, they respond very quickly. Ease of use. Mobile app works great.
SMS is not available but is planned. Without SMS functionality, we are required to 2 phone numbers for people to call AND text us in FreshSales. No dialer functionality (yet). Interface for managing agents and numbers could be better streamlined.
Having a connected dialer versus a 3rd party option allows me to connect with customer support teams that know our other products in the FreshWorks ecosystem.
works very well. we only use to have a dialer within the sales CRM
mostly designed for inbound calling, but we use it within the CRM for outbound calling so some of the features dont exactly line up and are necessary in the paid version, yet a couple of the features we do need for outbound calling so seems like we are overpaying
being able to take calls and make calls. direct with an IVR
we use for outbound sales calls. we can mask number which is great and also allows for voicemail drop to save time. support is extremely helpful
interface is a little difficult to figure out and numbers are charged monthly on top of a fee each month per person.
being able to make outbound sales calls and track calls, recording calls, etc.
How easy it is to get a physical phone number. Mainly in countries with less restrictions such as USA.
The integration with Freshdesk needs more work. Contacts are not currently shared without extra integration. I believe someone using as a standalone product will find it is simpler and easier to manage.
My problem is supporting customers globally and filtering to the correct technicians based on skill and time zone. I hadn't realized the level of flexibility for filtering/call diversion available.