Unclaimed: Are are working at Freshdesk Contact Center ?
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 |
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.
Freshcaller is easy to set up and easy for our CSRs to use. Any time we have issues the support team are very knowledgeable and helpful.
nothing really. Freshcaller works well for us.
We use Freshcaller (together with freshchat and freshdesk to help manage our customer service.
The Admin Dashboard, The call metrics and seeing which calls have tickets
The fact agents cannot see the call queue
Turning calls into tickets so can keep track of all info in once place
Support is amazing and tries multiple ways to help, very happy about the updates I've received in the course of resolving the issue I had with Freshcaller.
I had difficulties with my ringtone, but that's solved now
Receiving and forwarding calls
I like that I can see who is calling then easily look up their information seamlessly in FreshDesk.
Some of the settings and IVR's are glitchy. I can't rename recordings.
It's easier than ever to get customer information in one spot. This gets us faster call resolutions and saves me money.
Phone trees really help my company out with our use case
Sometimes it seems as if the service is glitchy in freshdesk when creating tickets or using the mobile app
Retail service
We are start up firm and wanting a complete calling solution. Freshcaller came up on the web and got enrolled... their service was amazing from the time I started with them and so to speak and didn't have any issues or downtime from freshcaller. Awesome product... Thank you.
I do not have anything to say here as the plan which I have gone for is completely utilized
No downtime until now - BIGGEST FACT
Call queues and messages are very flexible. It knows where to be routed to according to time such that no more daily manual work is required.
No agent's working hours available at the moment
Company's service support. We can handle the call enquiries faster and more efficiently.
user friendly, customer support is also good, nice software
little bit improvement is required also need to improve portal features as well
we are this portal for customer support as we are receiving emails on it and reply them back from this portal
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
It helps to manage customer interactions including phone, email, and chat, which is easy to use at the same time. It has an intuitive user interface and is easy to navigate and use.
I believe one of the main things that I dislike is the limited customization options. It's very difficult to modify the layout of the dashboard or make custom fields.
You can find all customer interactions in one place, which provide a tremendous and steady customer experience. You can contact customers via call, email, or chat. It also helps to decrease manual tasks.