Freshcaller Reviews & Product Details

We recently switched from Line2 to Freshdesk Contact Center and I'm really glad we did. You basically can create a call center between your different employees, great for working from home. Connection was a big improvement from Line2 as well. Review collected by and hosted on G2.com.

The set up did take some time to get everything switched over but I think it was on par with other new technology set ups we have done in the past. Review collected by and hosted on G2.com.

I like how the platform captures and displays 'Canned Responses' as it really helps to be able to see this information on the side panel without it interfering with the actual body text of the message that you are writing out. Review collected by and hosted on G2.com.

Freshdesk is not optimized for categorizing issues and makes it extremely difficult to categorize tickets based on issue type. It becomes difficult to assign issues and keep track of them as there is no good categorization or views method on this platform. Review collected by and hosted on G2.com.

The flexibility. I am at my desk and can see who's calling in, and I can take it out and about with the app when I need to so I don't get chained to my desk all day long. I like the multiple functionalities, the emailing, which you can link to 1 or 5 separate email accounts. Each email account might connect to separate programs within the company. So if each email address is a different program, you can limit which staff see which tickets, so they only see what is relevant to them, which also improves efficiency. There is also an achievement board to track how productive each employee is in terms of FreshDesk usage. Review collected by and hosted on G2.com.

Nil, it's a great system. I can't think of a bad thing. Like all technical systems, there are times when the line may go down or minor technical issues occur, but even in these instances I have found that the tech support is prompt and efficient at finding the root of the issue and resolving it in a timely manner. Often the issue is something easily fixed, and I find the staff are very adept at talking you through solutions and getting you back on task quickly so you don't lose much production time. Review collected by and hosted on G2.com.

Freshdesk is easy to use, very user-friendly and has one of the easiest onboarding flow I've ever used. The detailed reports that can be curated as well are a big bonus for my team as well! The Live Dashboard also allows our management team to access live calls and monitor remotely any call they choose while the call is in progress, awesome tools! Even better features! Review collected by and hosted on G2.com.

The only thing I'd change is the Call Conference feature, there needs to be a way for the person who connects the call to be able to leave the call if they desire to do so. Having to wait until the other two parties finish speaking to drop the call is not efficient. Review collected by and hosted on G2.com.

The tool is easy to implement and can get it up and running in a matter of hours. From the moment we sign up to the tool it is just a simple matter of buying a number and adding some credits to the system. From that point onwards the agents can start taking calls without any issues. Review collected by and hosted on G2.com.

We are on the omnichannel version of Freshdesk. This means seamless integration between all three platforms (Freshdesk Support Desk, Freshdesk messaging and Freshdesk Contact Centre). At the moment I feel that the integration is lacking and has a bug a two around the integration. One key issue that we find extremely annoying and that should be addressed soon is that on occasion a call taken by an agent is logged in Freshdesk Support Desk as done by the Account Admin instead of the agent. This can be misleading when glancing over tickets as to which agent actually took the call. From an Omnichannel perspective, the integration is lacking because the contacts are not shared among the platforms. Each platform acts as standalone though it is sold as a bundle and integration feels disjointed due to this. The other issue being you can link tickets to a phone call that has been taken, however, there is no option to unlink a ticket. This is important for cases where the ticket is linked to the wrong call erroneously. Review collected by and hosted on G2.com.

I like the Freshdesk Support Desk integration that helps our agents focus on technical support for our customers. It is easy for me to set up and configure accurately to redirect every call to each agent at any moment. I'm just a learner, but I think the reports will be accurate and help us improve our service in the next future. Review collected by and hosted on G2.com.

- Internal calls between agents are not allowed. Only during an external call can an agent talk to another to transfer it or have a conference call. - The waiting queue position message is only available in English. We like to offer our customers this service to make them wait for attention, but most of them have problems understanding. - The tickets created from a call; even the calls were attended, missed, abandoned or having a voice message, are created with default English messages. These messages cannot be preconfigured from admin settings nor edited just when the ticket is created. - In the Support Desk environment, when deploying the telephone widget box, this occupies the effective ticket edition space and even makes it difficult for agents to perform their writing tasks. Hope you understand these are not critical issues, but if you can solve them, you will make us happier!!! Review collected by and hosted on G2.com.

Its IVR, Call routing, its new revamped Dashboard for monitoring calls and the user friendly interface making it easy to navigate and configure. Review collected by and hosted on G2.com.

Cost of incoming and outgoing calls considering on which country you're in. Review collected by and hosted on G2.com.

The best thing about FreshDesk Contact Center is that all the touchpoints of customer communication can be converged in one place. Next would be it's basic implementation which is very easy. And then you have a lot of free collaborators seat using which your organization's non-customer support team members who may have indirect role in managing customer queries, can also come on board. Review collected by and hosted on G2.com.

To implement use cases other than basic ones (which would be essential to a business scenario), it becomes cumbersome to manage the FreshDesk Contact Center. There are some pre-built functionalities, but those lack the required flexibility. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Easy to use and configure. Making it a great choice to cover all essential needs. Review collected by and hosted on G2.com.

There are some specific use cases that might not be covered in the tool. Review collected by and hosted on G2.com.