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.
| 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.
Easy to use, voice quality is good and cost effective product.
Nothing specific, this tool is solving our DR problem
we were unable to take calls from home during DR situation and now with help of Freshcaller we have setup our DR and agent is taking calls from home during DR .
The call forwarding, the ease to use page, the IVR trees, the messages voices :)
The child call queue created in the IVR, there is nothing else that I dislike!!!!
Clients communication
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
Queue management, outbound, and inbound campaigns
Not reliable, it has too many issues with calls
Queue management
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
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.
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.
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
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.
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.
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.
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.
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.