Freshdesk Contact Center Bewertungen und Produktdetails

great dialer that integrates seamlessly into the CRM.

pricey if you also choose to incorporate freshcaller dialer. does not have as many features as Salesforce or Zoho and does not allow for any 3rd party integrations meaning there are some features that are not covered.

making outbound calls, tracking outbound calls, recording outbound calls.

Ability to monitor calls and track agent's performance, with solid call metrics.

Nothing really - we don't have any problems with the system.

We're using FreshCaller for all our support calls, combined with FreshDesk.

Freshcaller is a very user-friendly software that helps our company to provide the best customer experience. Our support agents can easily initiate and answer calls in real time, as well as categorise them or leave notes. We find the IVR feature to be really helpful in providing instructions to our customers and making sure that they receive fast and specialised help according to their needs. Outside of our business hours, Freshcaller allows us to record customers' voicemails and play custom voicemail messages with further instructions about alternative communication channels and opening times of our customer support. What I like the best about Freshcaller is how easy to use it is and how the product team always thinks ahead about their customers' needs by constantly providing the best support and new features to satisfy the needs of modern tech companies looking for smart automated solutions.

So far I haven't experienced any problems.

Our company uses Freshcaller as part of Freshworks' omni-channel platform. It is a great solution that allows us to easily manage all communication channels with our customers. The support agent view is very intuitive and allows for a fast resolution of the tickets, regardless of their source (chat, email, phone etc.). We were able to port our company's phone number from a previous carrier at no cost and easily integrate phone calls with already existing tools to provide support via chat and e-mail.

I like we can see if another person is already seeing or answering a ticket.

I dislike that the Update is only available to see in the page tab and not in another opened pages. I also dislike the tickets take too long to appear in the "solved" after being solveds.

I am solving problems such as requests and I realized Fresh help me to check my performance

The system functions exactly as required with an easy, intuitive setup platform. Integrates with Freshdesk easily and makes keeping customer history and records a snap. VERY impressed thus far.

Per minute price is a little higher than I'd like.

Keeping a comprehensive support history of every customer - the ability to generate tickets from each call WITH notes/recordings and link that to the Restaurant's contact info in FD makes this system very, very usable and nearly indispensable.

Call Queue management is a breeze with a lot of options provided. It gave a more efficient way for my Customer Service team to handle large call volumes which in turn provided our customers with excellent online customer service experience. It was particularly helpful during peak periods and holidays.

Setting up needed some time to get used to and there was a bit of struggle to complete the call test connection.

Call waiting and proper management of Voicemail was a big help for my team. Plus I can better monitor our customer contact ratio for a better staff planning.

It's very easy to use and integrates well into the other products from FreshWorks. We're also looking forward to other to the future releases such as agent extensions. The reports and live dashboards feature is also very helpful to keep an eye on how the call centre is working. Support are always on hand and we've had multiple visits from FreshWorks to help our issues.

The lack of a automatic/predictive dialler for outbound sales/marketing campaigns is a bit of a pain but apart from that no major issues.

The call centre is a lot more productive especially with the integrations with Freshdesk and Freshsales. The fact voicemails automatically create tickets within FreshDesk is very helpful. The IVR and call queue system is also very easy to use, making changes to said system is also a lot easier compared to our old product. Having our whole team on one system means replying to customers and catering to their needs is a lot more tailored, meaning a higher customer satisfaction.

First of all you can monitor all agents, see who is online, who is on the line with customer and even join the call to check if everything is OK. Besides that, it allows you to make an agent online or even offline in case they have left freshcaller active when they left. Reporting is also very useful. It has ability to locate your target by notes, customer name phone number and etc. So it total, everything needed is there, you just have to use it. All of the Freshcaller support members are very helpful. They also, try to give us additional feedback how to improve our service, knowledge in terms of Freshcaller and make is easy to use.

Sometimes it operates a bit slow, but as we know and checked it was because of the internet which we are using. Also, when it comes to the problem solving (like some issues while using Freshcaller) we would highly appreciate if problems were solved a bit faster than usually. But we understand that sometimes the cases go directly to development team, who are willing to do it and they need more time than expected. In total, it is a software which we can recommend to business operating in customer care.

We can easily change number from which we are calling to customers, so it is very useful in terms of location. It also helps us to make working process smooth and easy. Our agents can always listen to their conversations after the work to improve their skills. Also, Freshcaller support team is online 24/7 and ready to support in case of need. They never leave a case without a proper attention. Application is very friendly, colors and all the interface is looking as if a lot hard work was done. Also, you can arrange and save numbers as a company or as a customer, so when you receive a phone cal, you know exactly who is calling. We really love this feature. It is like a phone book where you can place a lot of information under one customer starting from email addresses, company title and a lot more.

I like how simple it is to set up call routing.

Not so much a dislike, but it would be good to be able to route to an IVR after a predefined length of time in a queue.

We can easily route to a different, external number, out of hours.

Freshcaller is a very stable tool that makes communicating with my customers really easy. There are quite a lot of options that aren't available with other tools like the ability to block spam callers as well as an easy view of each contact's call history. I especially like the fact that I can use this tool whether I'm working on my laptop or using my mobile phone. This helps me stay on top of things no matter where I am.

I actually don't have any issues with Freshcaller. I would like the ability to be able to sort the interactions by date. Right now, I just see one continuous report. A daily view will help keep track of all the interactions easily. Also, I noticed that I am unable to look up a number so it would be a great addition if there is a lookup option. Having this will make sure I don't have to scroll through multiple pages to find an interaction.

This tool is very easy to set up in such a way that new members can be added without any hiccups. The mere fact that there is no need for a full IT team to set this up makes it ideal for small businesses where expansions can be accomplished quickly without any downtime.