All Freshdesk Contact Center Reviews
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Mian
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2019
Customer Service Made Easy
After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier
PROS1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features 2. Get entire call history with cost and recordings 3. Cost effective compared to larger companies 4. Seamless integration with all products
CONSSometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue
Dave
Financial Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2020
Freshcaller for SMBs
I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.
PROSFreshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.
CONSFreshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.
Reason for choosing Freshdesk Contact Center
Seamless intergration with Freshdesk.
Reasons for switching to Freshdesk Contact Center
Cost and ability to integrate with Freshdesk.
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Good product but quite expensive
Feature filled. There's not much that you can't do with Freshdesk. They have a fairly strong eco-system for third party apps as well. The service works with minimal disruption. It's a fairly reliable business tool allowing businesses to receive contact and route that contact efficiently to the relevant teams.
CONSNot always intuitive. For example, setting up reports is a bit of chore. Certain features just do not work the way that you think they should. The documentation is also a bit flimsy so a lot of it is trial and error. Not really great.
Reasons for switching to Freshdesk Contact Center
Costs
Bo
Verified reviewer
Mental Health Care, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed December 2019
Product is okay - handy to have everything connected - technical support is overwhelmed
My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.
PROSI like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.
CONSMy freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.
Reasons for switching to Freshdesk Contact Center
We wanted everything connected, but that's only valuable if it works...
Amanda
Verified reviewer
Publishing, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2022
Great inexpensive ticketing system
Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.
PROSFreshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.
CONSThe reports function leaves a lot to be desired.
Reasons for switching to Freshdesk Contact Center
Intercom was too complicated
Nicola
Logistics and Supply Chain, 1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed August 2020
new ideas
I am very undecided whether to buy it also because I would need many licenses and the costs go up. It also seems that it is not possible to have Italian numbers, this aspect would block the whole project
PROSfreshcaller is integrated with freshdesk
CONSthe monthly fee seems too expensive to me. I have to pay a fixed fee per month per agent and pay another euro for each number in addition to the call minutes. I am not very happy
Reason for choosing Freshdesk Contact Center
we have not yet chosen, but perhaps we will make a separate contact center
Ondřej
Hospitality, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed June 2022
Expensive but probably best option on the market
We automated our 24/7 hotline which is really important to us. Works fine.
PROSIt works pretty fine, the setup is easy and seamless. Mobile app for iOS and Android also appreciated. We also appreciate API connection possibility and with Integromat/Make it does everything we need.
CONSI must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.
Reason for choosing Freshdesk Contact Center
Price, we were using Freshdesk already.
Ewan
Hospitality, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2019
Easy to setup , good reporting
We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.
PROSLooking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.
CONSThe integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.
Tuija
Non-Profit Organization Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2019
Too many features
Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.
PROSOur service team can contact and call our customers by the system and not use their own phones and phone numbers.
CONSOn user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.
Reason for choosing Freshdesk Contact Center
We liked the first version which was simple to understand and use.
Mark john Paul
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2023
Friendly user tool for Team Leaders
From the time I've started using this tool, all channels like chat, voice and email are easily to track and manage since all the data and numbers are already available.
PROSThis tool or software is easy to navigate and easy to use even without proper training because all options and instructions are clear and visible.
CONSThe more options available sometimes it could confuse the user on which to select or follow.
Reasons for switching to Freshdesk Contact Center
Kayako features are way far from freshdesk.
Pierre
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed December 2019
Easy to operate
It is easy to operate and set up callflows, business hours, etc.
CONSThat it does not offer all kinds of phonenumbers on the markets we use freshcaller.
Travis
Electrical/Electronic Manufacturing, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2019
Freshcaller is the ticket to setting up your service program
We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning. We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.
PROSIt interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.
CONSThe app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.
Reason for choosing Freshdesk Contact Center
Price
Reasons for switching to Freshdesk Contact Center
Price and functionality
Alois
E-Learning, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed April 2021
Most terrible customer Service
There are a lot of feature. Most of them are only available in paid plan.
CONSThe response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen. Even easy task like to switch from a free to a paid plan (which is not able in the software) could not be solved after 2 weeks ! Each Account has a account manager which looks like more a single point of failure for us. Every ticket and request is redirected to your account manager. If this guy can not handle probably the 1.000 tickets a day this poor guy gets - you are simple stuck. Phone calls are really good and easy in freshcaller but there is not a easy way to send and reviece sms in freshcaller at all. So you can not use it to replace a normal mobile phone which should be the idea.
Reasons for switching to Freshdesk Contact Center
The customer Service did responde to our support ticket
Jackson
Automotive, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed October 2019
They don't care if you are unable to use the service or do business.
You might go a few months without experiencing some sort of technical issue or complete service outage.
CONSWhen you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.
James
Construction, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2020
A Solid VOIP Product
Overall it does what i need - it breaks rarely and it was easy to setup. Cant complain too much about monochrome features
PROSSetup is easy and works with little effort. Support is absolutely fantastic.
CONSCall flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
Fantastic and easy to customize tool
Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.
CONSNot really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.
Dennis
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
Game Mania Review
Great! I'm a huge fan!
PROSNice features like automations. Easy to use in the set-up. Excellent support
CONSNothing worth to mention, no big cons on the software
Reason for choosing Freshdesk Contact Center
Quick support response, omnichannel features
Reasons for switching to Freshdesk Contact Center
Better pricing
Anonymous
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
2
EASE OF USE