The response from the support team is quick. The agents seem knowledgeable and generally are able to assist with most queries. Review collected by and hosted on G2.com.

There are sometimes issues that an agent is not able to assist with immediately.

It would be great if an agent never needed to reach out to a different person to know what the answer is. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Queue management, outbound, and inbound campaigns Review collected by and hosted on G2.com.

Not reliable, it has too many issues with calls Review collected by and hosted on G2.com.

The support staff is ready 24/7 for live chat. Review collected by and hosted on G2.com.

English is the support staff's second language, so often there is more friction in the communication than there would be otherwise. Review collected by and hosted on G2.com.

I like how simple it was to set-up and how I can easily modify the IVR and waiting messages. I LOVE the call-back option, this is a huge must for start-ups like us who sometimes have a longer waiting time. Our customers love that option too.

The support team is available by chat at all times, which is wonderful too. We experience very few bugs/downtime, so this is definitely a reliable software. Review collected by and hosted on G2.com.

The integration with Freshdesk needs a lot of improvement. Other cloud-based phone systems have better integrations with Freshdesk, which doesn't really make sense. Creating a ticket from a phone call is not intuitive, you can't fill ticket fields directly from Freshcaller (like you can in Freshchat, for example). It makes the after-call work longer because agents need to end the call, create the ticket, go to Freshdesk (so they leave the Freshcaller interface), fill-in the ticket fields and then go back to take another call. It doesn't make sense to me and we lose precious time.

I also wish there was a better Shopify integration. That would save us a tremendous amount of time. Review collected by and hosted on G2.com.

- Customization

- On call Support

- Reporting Review collected by and hosted on G2.com.

- Limited free Marketplace apps as a result a lot of development effort is required Review collected by and hosted on G2.com.

Flexibility and ease of use. Fast Efficient and very simple Review collected by and hosted on G2.com.

Sometimes certain countries are not available without knowing which ones. Review collected by and hosted on G2.com.

it's a simple tool to administer and configure Review collected by and hosted on G2.com.

some options to configure it doesnt appears or function Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

IVR menu is very easy to set up. Monitoring the team is very easy and detailed. Review collected by and hosted on G2.com.

There are a few articles on support centers. More articles and videos should be added. Review collected by and hosted on G2.com.