Freshdesk Contact Center vs. Grasshopper

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 8.2 out of 10
N/A
Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…
$0
per agent/per month
Grasshopper
Score 8.6 out of 10
N/A
Grasshopper is an IP telephony business communication solution that provides companies with a toll-free or local phone number. It has both desktop and mobile applications and includes features such as custom greeting recording, call forwarding, call transfer, call reporting, and voicemail.
$29
per month
Pricing
Freshdesk Contact CenterGrasshopper
Editions & Modules
FREE
$0
per agent/per month
Growth
$15
per agent/per ,billed annually
Pro
$39
per agent/per month, billed annually
Enterprise
$69
per agent/per month, billed annually
Solo
$29
per month
Partner
$49
per month
Small Business
$89
per month
Offerings
Pricing Offerings
Freshdesk Contact CenterGrasshopper
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Freshdesk Contact CenterGrasshopper
Top Pros
Top Cons
Features
Freshdesk Contact CenterGrasshopper
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
8% above category average
Grasshopper
9.7
46 Ratings
17% above category average
Hosted PBX9.06 Ratings9.423 Ratings
Multi-level Interactive Voice Response (IVR)8.18 Ratings10.024 Ratings
Call reports9.38 Ratings9.433 Ratings
Directory of employee names9.27 Ratings9.434 Ratings
User templates00 Ratings10.019 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
5% above category average
Grasshopper
9.6
51 Ratings
13% above category average
Answering rules8.58 Ratings9.247 Ratings
Call recording9.08 Ratings9.622 Ratings
Call park8.97 Ratings9.812 Ratings
Call screening8.58 Ratings10.036 Ratings
Message alerts9.47 Ratings9.243 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
6 Ratings
15% above category average
Grasshopper
7.9
12 Ratings
5% below category average
Audio conferencing9.66 Ratings7.77 Ratings
Video conferencing00 Ratings7.93 Ratings
Video screen sharing00 Ratings8.23 Ratings
Instant messaging00 Ratings8.09 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Grasshopper
8.9
48 Ratings
7% above category average
Mobile app for iOS00 Ratings8.935 Ratings
Mobile app for Android00 Ratings8.929 Ratings
Best Alternatives
Freshdesk Contact CenterGrasshopper
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterGrasshopper
Likelihood to Recommend
8.7
(9 ratings)
7.8
(56 ratings)
Usability
8.0
(1 ratings)
6.0
(1 ratings)
Support Rating
8.1
(3 ratings)
9.0
(42 ratings)
User Testimonials
Freshdesk Contact CenterGrasshopper
Likelihood to Recommend
Freshworks Inc
One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
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GoTo (formerly LogMeIn)
Grasshopper is well suited for basic needs of texting in and out as well as calling out if you would like to avoid using your personal line. It also eliminates the need to have a dedicated land land in your office or business. You can obtain a vanity number and forward calls through grasshopper.
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Pros
Freshworks Inc
  • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
  • The ability to phone a lead or customer directly from Freshdesk is fantastic.
  • Handling of waiting lines.
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GoTo (formerly LogMeIn)
  • I like that there are differing voicemails for each extension, to keep up with the image of calling a separate line.
  • I love the voicemail text emails. I believe we pay a little extra, but worth every penny for those urgent calls while I am in a meeting.
  • The cost is very reasonable for the value added to our company.
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Cons
Freshworks Inc
  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
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GoTo (formerly LogMeIn)
  • It would be nice to have the ability to transfer some calls to another Grasshopper IVR, for those customers who mistakenly dial the wrong number (we have two incoming numbers, one for corporate and one for sales).
  • Likewise, it would be nice to have the ability to forward to a toll-free number, which would have allowed us to work around the inability to transfer between IVRs (see above).
  • Lastly, it would be great to have an 'emergency' switch setting (default off but could be toggled on) that would let us override all IVR settings and transfer all incoming calls elsewhere (either to a direct dial or toll free number) for those rare times when we cannot take any calls (such as a weather emergency OR the one time each year we take all of our staff on a retreat) - that would allow us to send all calls to a backup answering service rather than just voicemail.
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Usability
Freshworks Inc
It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
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GoTo (formerly LogMeIn)
The admin functions are kind of confusing in the old interface which was my most recent experience on the admin side.
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Support Rating
Freshworks Inc
Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
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GoTo (formerly LogMeIn)
When I was setting up my account I contacted support a couple of times. They were also very professional, personable, and helpful. Their response is prompt and thorough. I'm confident I can get any question answered as well as help with any issue I might have. That's pretty important to me.
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Alternatives Considered
Freshworks Inc
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
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GoTo (formerly LogMeIn)
I have not used any other phone services like Grasshopper. I know that there is another option out there called Ruby, which is more like a virtual receptionist but since I did not try it out I cannot compare the two. When I started my company I found the services that Grasshopper offers to be perfect. It still works for us and we have no need to change to anything else right now.
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Return on Investment
Freshworks Inc
  • Call logs helps analyse the interactions which each lead - helps space out if need be.
  • Follow ups are simplified due to viewing of past activity.
  • Easy integration helps in saving costs of phone calls.
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GoTo (formerly LogMeIn)
  • It's allowed us to keep cost down. Other phone systems can seriously get outrageous in implementation and monthly fees!
  • It's allowed our team the confidence to work in locations outside of the office and still be seen as professionals.
  • It's decreased the amount of time spent on unwanted sales calls via the call screening application.
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ScreenShots