All Freshdesk Contact Center Reviews

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User Profile

Mian

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

1. 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

CONS

Sometimes 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

Review Source: Capterra

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.

PROS

Freshcaller 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.

CONS

Freshcaller 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed August 2023

Good product but quite expensive

PROS

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.

CONS

Not 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

User Profile

Bo

Verified reviewer

Mental Health Care, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.

CONS

My 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...

User Profile

Amanda

Verified reviewer

Publishing, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.

CONS

The 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

Review Source: Capterra

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

PROS

freshcaller is integrated with freshdesk

CONS

the 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

It 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.

CONS

I 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

Looking 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.

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

Our service team can contact and call our customers by the system and not use their own phones and phone numbers.

CONS

On 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

This tool or software is easy to navigate and easy to use even without proper training because all options and instructions are clear and visible.

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed December 2019

Easy to operate

PROS

It is easy to operate and set up callflows, business hours, etc.

CONS

That 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

It 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.

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed April 2021

Most terrible customer Service

PROS

There are a lot of feature. Most of them are only available in paid plan.

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

You might go a few months without experiencing some sort of technical issue or complete service outage.

CONS

When 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

Review Source: Capterra

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

PROS

Setup is easy and works with little effort. Support is absolutely fantastic.

CONS

Call 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

Review Source: Capterra

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

PROS

Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.

CONS

Not 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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!

PROS

Nice features like automations. Easy to use in the set-up. Excellent support

CONS

Nothing 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

2

EASE OF USE