Freshdesk Contact Center Reviews & Product Details

Best dialer integrated to its CRM. Perfectly works for any kind of business, small or big. It will let you connect with potential customers over the phone. You can make & receive calls.

Sometimes it lags and getting the 404 error the interface starts to act weird but it is not something that happens all the time so, not too much of an issue.The support team is always on the go!

So far I don't have any problem with it. It runs smoothly. User-friendly, You can have the advantage of knowing the customer’s problem

Freshcaller helps greatly in making calls to any region at a single go. Also, the support provided in case of any issues are timely and the representatives from support take responsibility for any query raised. They follow-up regularly and also keep you posted on any updates.

Have never run into any downside till now.

We have to make multiple calls to our Partners, Distributors, and Theatres worldwide on a regular basis and Freshcaller helps us meet the requirement.

I really like the ease at setting up the system, phone number, rules, messages. Freshcaller is very user friendly. I am excited because it will give us a professional solution for our customers to call us by phonekeep us organized by keeping not only the log of the calls but also giving us the ability to convert into tickets and also to write notes for each call.

I have not experienced anything with Freshcaller that I dislike.

We are not based in the USA, and Freshcaller gives us the ability to have a US based number for our US customer to contact us. The ability to be able to grow to have more features as we grow is a great benefit.

I really liked how seamless the process was to connect my FreshSales account with FreshCaller.

I wish the importing of a hard line wasn't as cumbersome as it was.

I'm having my inside sales team switch from hard phones to soft phones so that we can track phone analytics.

The flexibility in setting up call trees.

That users cannot be downgraded for access only, as all users have admin privileges.

Providing answers to common questions when customers call.

The ease of configuration - I was able to get the basic stuff set up and running in less than a day. Special mention to the Reports module.

The UI for the Admin configurations is clunky (Adding users, editing call flows, etc.). I got used to how it works, but it's definitely something that can improve. Not being able to create a ticket on Freshdesk from within Freshcaller.

Attending calls has become easier & more comfortable. The native integration with Freshdesk & Freshsales was critical for us (even though there are a few snags, which I'm sure will be resolved). Getting actionable insights is a breeze with the robust reports module.

I have worked in a few call centers and Freshcaller has tons of analytics available at your fingertips. Being able to see how your day is progressing and allowing for easier future planning, it does make it easier to help manage the way that the center will handle incoming calls.

One of the only things that i do not like is the limitation of being able to use extensions. While this can be easily managed and is only a minor annoyance, it would certainly be a truly all in one system.

We are looking at a way to incorporate tickets into our system during off hours and also allow people the option to stay in a queue instead of going directly to voicemail as it was previously set in our old telephone systems.

The promptness and knowledge of the product. Staff is always helpful.

As far as I can see there is nothing to dislike at this time.

We use freshcaller as a means for our customers to reach use. Using desktop and the mobile app makes it great.

Freshcaller run on cloud and I can make integrations with Freshdesk, its awesome!! This tool gives a lot of features that help me a lot.

Nothing so far. I really like this tool.

Callcenter

Love the simplicity .. we have used this system for conference calls of agents that are all over the country. very easy to download and join calls

few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.

Our current product gives us unlimited minutes though, the per-minute cost makes me a little apprehensive.

Easiest way phone contact solution. You can easily manage your call with clients or customers. Very useful for contact support & to make client calls. Clean user Interface and loads of features. Multiple features and easy management. Great database to record everything.

There is nothing to dislike but just sometimes dialing problem as it fails to connect. It's not every time or everyday but quite sometimes. Hope they could fix it soon and add some more features like integrations with other applications.

We use it for customer support and make client calls. I can access my recordings on the dashboard itself and manage my call. The pricing is very reasonable and features are great. Services and support are very responsive as well.

The best thing like about freshcaller is that it has all the thing son same desk. A beautiful dashboard and fantastic thing to use with customers. This product I like the most and many features are like wow.. for me and my company. Go ahead if you are searching for the best quality things and features on single desk.

One dislike is there. It is available in few countries they should increase their area and countries. Nothing personal but really other features just touched my heart.

Here at my company we use this product to help customers. Support system should have great features and best assistance. Freshcaller has lots of benefits .. we can now call our customers for help anytime and of course anywhere and there also with full support and readiness.

IVR feature is fantastic and makes the company much more professional.

Nothing thus far we had a few bugs that the freshworks crew fixed right away.

Service management

Freshcaller allows you to set from a simple contact channel for your clients, to a complex and smart whole contact center for your team, units and their customers. Has a very friendly and beautiful UI as well. Is a quite simple solution to set up in a few minutes, that's what differences it most from the competition.

It should have better mobile improvements, we crave for a whatsapp integration. Maybe add SMSs features might should be considered

Smart interactions with the customers, access records of calls, raising helpdesk tickets in a way more efficient way

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

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

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.

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.

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.

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