Freshdesk Contact Center Reviews & Product Details

Freshdesk Omnichannel ticket management helps to keep track of a lot of things such as sla times, it's very nice that they report against me, I like it. this is amazing.

There are no negative aspects in general.

An application that works very well when talking to customers, I personally liked it.

Its IVR, Call routing, its new revamped Dashboard for monitoring calls and the user friendly interface making it easy to navigate and configure.

Cost of incoming and out going calls considering on which country you're in.

The benefit of utilizing Freshdesk Contact Center is having a one(1) trunk line for customer support that can be routed to any agent available for the calls not to be pending for a long period.

I love that dialing a prospect/customer from the Freshdesk contact center (previously known as FreshCaller) is super easy. Their support team replies within a few minutes and sorts out issues quickly.

This app needs a super steady internet connection though, a few too many tabs with a decent connection can keep breaking up the call line, which is a bit annoying while on important calls.

I have been using this application to call prospects. Our Sales team uses it, and it's easy to switch numbers for calling different regions.

I like the Freshdesk Support Desk integration that helps our agents focus on technical support for our customers. It is easy for me to set up and configure accurately to redirect every call to each agent at any moment. I'm just a learner, but I think the reports will be accurate and help us improve our service in the next future.

- Internal calls between agents are not allowed. Only during an external call can an agent talk to another to transfer it or have a conference call. - The waiting queue position message is only available in english. We like to offer our customers this service to make them wait for attention, but most of them have problems understanding. -The tickets created from a call; even the calls were attended, missed, abbandoned or having a voice message, are created with a default eglish messages. These messages can not be preconfigured from admin settings nor edited just when the ticket is created. - In the Suport Desk environment, when deploys the telephone widget box, this occupies the effective ticket edition space and even difficult agent to develop its writing task. Hope you understand these are not a critical issues, but if you can solve it you will make us happier!!!

Some problems at de beginning with several settings to start up, and the support team was so efficient. Congrats!!

Easy to use and configure. Making it a great choice to cover all essential needs.

There are some specific use cases that might not be covered in the tool.

When we or our clients have needed a quick solution to solve calling problems and integrate with other services, Freshcaller has come in handy covering all basic needs.

The response from the support team is quick. The agents seem knowledgeable and generally are able to assist with most queries.

There are sometimes issues that an agent is not able to assist with immediately. It would be great if an agent never needed to reach out to a different person to know what the answer is.

We use Freshdesk Contact Center for all our inbound and outbound calls. We use Freshsales as our CRM and so this integrates easily with Freshdesk's other offerings making the benefit ease of use.

It is very easy to use and allows you to make calls without much hassle. Easy handling and getting a phone number from a country abroad so that the employees working in the customer-facing role can call using the customer's local number which in turn gives more connectivity (My personal experience). Best is in when you use this with other Freshworks apps like Freshsales and Freshchat - It syncs the data across.

The mobile app isn't up to the expectation - doesn't respond most of the times Reports seem to have glitches and errors (from my personal experience) In the support role we cannot have any call logs missing which can cost companies big time App crashes a lot Sometimes the calls don't connect for no reason

Calling cross-border customers with their local numbers.

It is very easy to use and allows you to make calls without much hassle. We use Note-taking app as well, so good integration with that.

There are frequent issues while making calls: 1) Not all calls get synced with Freshsales 2) Sometimes the calls don't connect at all or if they do, you cannot hear the ring/person at the other side 3) The call quality can still improve 4) App has been crashing a lot lately

Freshcaller is our primary mode for connecting with prospects/customers. Overall, it has been really useful, be it for the Sales team, Solution Team or the other-customer facing teams.

interface is designed to catch attention and also easy to use

Looking forward to see features to set custom security roles.

Was not a problem, just contacted the support team to add one number to the system.

Die einfache und leichte Administration sowie jederzeit kostenloser Support vom Freshcaller-Team.

Es gibt keine Flatrates. Portierung deutscher Nummernblöcke noch nicht möglich. Telefonate ins Mobilnetz sind recht teuer.

VoIP-Telefonieren von überall gleich, egal ob Homeoffice oder im Büro. Einfach nur Headset anstöpseln und fertig. Ergänzt sich perfekt als Saas-Lösung, sodass kein Softphone oder Tischtelefon mehr erforderlich ist.