Freshdesk Contact Center Reviews & Product Details

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.

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.

It's very easy to use, and you can add/remove agents very easily too. We also like you can buy different phone numbers, we use it to see the results in offline marketing actions (we add a new number in the flyers and we can see how many sales comes from an offline campaign based in the phone calls we receive to this number that is no public in any other place). Is also very useful for me to see the KPIs of my team, it make us improve our customer service and sales actions too. But in my opinion, the best thing is the customer support, each time we have a doubt or any problem, they answer super quick to help us.

The freshcaller app is with limited features. But is good anyway. We usually use the web application.

We are in 3 countries and is a good way to have centralized all the calls and KPIs in one platform. We can manage the business hours, changes de voice messages, etc.

We have been using Freshcaller for 2 weeks now and it is already much better than our regular business phone. We use the widget in Freshdesk so that the phone number is directly linked to a contact if possible. This allows you to immediately view the available tickets. As we work with our clients' files, this is a very welcome addition. The helpdesk is working hard to answer my questions. They are doing very well.

Unfortunately, not all information from Freshdesk is available in the Freshcaller widget. For example, we work with employee IDs and these are not yet available.

We can now run detailed reports. We could hardly do that before. In addition, everyone can make calls from their own laptop and can also work from home.

Overall, it is a simple and efficient online callcenter. The possibility to integrate with freshdesk or other software of interest is awsome.

Insights to improve customer experience. As most of reports are not standard we miss the natural help we when we analyse ready to use reports. Using freshdesk platform as reference.

One of the main problems we resolved is the possibility to trully improve our customer service in this channel. Today we can follow our results for each one of our agents, stablish goals and achieve them as the customer become happier with our services. Also, the possibility to integrate the support portal to the call center has tremendous gains on our team productivity. There is also a great possibility of data management, since every call is properly logged, giving us the possibility to prepare our team members to a well-know demand.

A good phone contact solution. I'm using the basic plan as I don't need lot of features, I use it primarily to make outbound calls and the call quality is also great. Once I faced the some issue and it was quickly resolved by the support team. Integration with CRM

The android app doesn't ring when someone calls. Also, It would be good if you add the metrics and support system to the app.

We now have better customer support and outbound calls are made easy.

Customer support has been great. I have been helped quickly and effectively over several queries. We are on the lowest plan so we do not have a lot of features, but the things that we require we are able to get done really well. Pricing is fair.

It would be cool to have some more basic metric features though. Integration with other fresh platforms could be better as well. There have been some delays in getting new numbers, although most of those issues aren't freshcaller's fault.

We're using it as a platform to receive calls from our customers and also to make outbound calls. It has helped us provide a much better customer service to our customers and accompany them through their journey.

I'm using Freschaller in addition to Freshdesk to align my help desk resources. I love the features that Freschaller bring to the help desk. The ability to create a ticket based on a call I've just been on is great. I'm still learning about all of the features.

The Android app has some pretty major problems currently. When it does ring the app many times I can't hear the customer. I'm hopeful that they will work them out over time. I would also love the ability to receive texts to the help desk using freshcaller.

It's been a big help in getting for our help desk. We used to use an internal extension but this is much more flexible.

The live dashboard is one of the best things and reporting.

Call Metrics dashboard should be improved with more details such as a transcript.

We use Freshcaller for our Customer Success Team.

Available via App and Browser. Global Numbers. Working, if you did the setup the right way...., nice support. Good value & price. Have fixed global numbers, also when you are traveling. The App is nice working. The calls are stable. The surface is clear. Fast setup, pricy numbers.

Some bugs at the setup and with the lines, so that the notification was not properly working, but now I hope is working. Some numbers are not available if you do not have an address there. Templates for ques, music, and calls would be nice.

Global and local availability for clients and candidates. Good for all, who do not like video calls or want to have a spontaneous call. Work globally also as a small entrepreneur. Save money. Build trust in international partnerships.

The best feature of Freshcaller is the call masking. This helps you communicate with your clients or peers even when you are not in the office. Also, something great about this is that they offer you your own number when you purchase their plans.

Price. I think that subscription is a little bit pricey for the service they offer. It doesn't feels like you are paying for what you are getting. System lags a bit and the calls aren't that great.

We can save a lot of money on VOIP systems that are three times the price of Freshcaller.

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.

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

I was forced to switch from phones through Freshdesk to Freshcaller and it has caused more issues than anything else. Instead of expanding my options, they have only limited functionality in phone calls and reporting.

I like how all my realtime calls are shown on the platform. Its so easy to use and if you have any problems the contact listed on their website is very helpful. You can also "chat" them if you have any problems

They need to have an option of sending invites (sync with gmail calendar) to remember to make the calls. They need to start connecting the platform to others

We communicate a lot outside the boarders so when using this product its easy to make calls to the UK or even the states

IVR menu is very easy to set up. Monitoring the team is very easy and detailed.

There are a few articles on support centers. More articles and videos should be added.

Generally after-sale inquiries. Searching notes and tickets are very easy.

What I particularly appreciate is that in case of a problem, we get some help from freshcaller It's also easy to use

What I appreciate least is the fact of not being able to analyze the hours of missed calls and not being able to choose the language (I want to be able to put everything in French

it's much faster thanks to freshcaller because everything is centralized in the same place