Freshdesk Contact Center vs. Gong

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.

Incentivized

It is well suited for sales teams, definitely, but any customer-facing role where an employee will be on the phone a lot with clients. Due to the AI functionality, this is a super helpful tool for coaching, accountability, and streamlining your processes. It is less appropriate for team members who aren't having client calls or those who mostly host internal calls.

Incentivized

• 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.

Incentivized

• Transcribing the meeting. Audio to text.
• Creating meeting summaries that include key follow-up points.
• AI for a user to query the meeting to get key information.
• Breaking down the meeting by the speaker for ease of search and navigating through the meeting.

Incentivized

• 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.

Incentivized

• sometimes the call will say the wrong contact is speaking. Adding to 'Jims' talk time when it was actually 'John' speaking
• The transcript can be missing some info or mis-dictating what was actually said
• it can be hard to lookup certain calls, sometimes a call won't be under my name even though I booked and ran the meeting

Incentivized

We love Gong and our customers like it too. We can bring additional value by being to provide a dialogue of all our customer conversations.

Incentivized

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.

Incentivized

Seamless, easy to understand and get around without much research. Between the simplistic options and the fluid layout, I easily got in the tool on day one and found value. I did not need onboarding calls as an end user to easily take advantage of the platform. Which when you have 20+ accounts to manage, time is important.

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.

Incentivized

I give them a 10 because, I have been using Gong for over a year now and have never had issues or concerns go un resolved in a day or two. Their communication is impeccable and their tech support is very hands on and prompt

Incentivized

This is nothing something I'm able to answer

Incentivized

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.

Incentivized

Zoom has great integrations and summary tools. There is less insight at the company level, whereas Gong is built to give insight across the customer journey. Zoom pushes to Hubspot nicely, but Hubspot doesn't have the capabilities to organize this data at the company level in the way that Gong does. You can piece together the call recording features, but you can't replace the level of insight that Gong offers at the company level by leveraging call data

Incentivized

I was not involved with the process

Incentivized

I was not involved with the process

Incentivized

• 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.

Incentivized

• Has provided the ability to refer back to calls and actual hard evidence than guessing what was said on calls based on memory
• Increased alignment across sales, cs, and management providing call summaries and recordings as a single source of truth.
• Has increased cross team collaboration allowing CS and PM teams to work directly together by sharing call recordings and getting right to the specifics of what was said during the meeting as opposed to lengthy response times trying to find the capacity to share details manually with one another; now we just share the specific section of the recording and can continue on with our individual priorities.