Freshdesk Contact Center reviews

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.

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.

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.

I must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.

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.

The more options available sometimes it could confuse the user on which to select or follow.

User interface is intuitive and easy. Call quality is great, never had any bad connections with poor audio quality.

There isn't a customer support phone number. No chat system for support either.

We also use FreshDesk and there is a support chat for that. The support staff for FreshDesk is friendly and supportive so I'm not sure why FreshCaller support is so lackluster...

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

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.

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

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.

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

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.

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

That it does not offer all kinds of phonenumbers on the markets we use freshcaller.

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

Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.

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

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.

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

Nothing worth to mention, no big cons on the software

It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms

It frequently drops calls, crashes, and loses data. It's extremely frustrating when on important support calls. Every now and then it will be unable to find a phone number and not allow you to make a call until after you reboot the browser.

We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it. It works and prices are quite close to Skype business.

They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.

The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner. Regardless of tech ability, our team is able to use this service with ease.

The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.

This has become an essential tool while working remotely. Allows for agents the privacy to provide customer service without having to utilize personal data or personal phone numbers

Does not work with our VPN and it is a steep learning curb to fully understand the functionality

Is easy to deploy and configure moderm panel and tools.

Is expensive to add multichannels services and integration example chatbot , whatapp and other essential tools.

The contact center is really easy to set up, integrates with other tools allows agents work continously with all the processes. Giving the customer a perfect experience.

Maybe wee need a scheduling tool integrated

Analytics and reports are easy to navigate

The team is experiencing latency when we click "Answer"