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Top Rated
707 Ratings
27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100

Gong

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Top Rated
707 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.3 out of 100

Feature Set Ratings

    Cloud PBX

    8.7

    Freshdesk Contact Center

    87%

    Gong

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Call reports

    8.9
    89%
    9 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.8
    88%
    8 Ratings
    N/A
    0 Ratings

    Call Management

    8.9

    Freshdesk Contact Center

    89%

    Gong

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    8.7
    87%
    9 Ratings
    N/A
    0 Ratings

    Call recording

    9.2
    92%
    9 Ratings
    N/A
    0 Ratings

    Call park

    8.8
    88%
    7 Ratings
    N/A
    0 Ratings

    Call screening

    8.4
    84%
    8 Ratings
    N/A
    0 Ratings

    Message alerts

    9.2
    92%
    7 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    9.4

    Freshdesk Contact Center

    94%

    Gong

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    9.4
    94%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Gong is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.5

    Freshdesk Contact Center

    75%
    10 Ratings
    9.4

    Gong

    94%
    390 Ratings

    Likelihood to Renew

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.0

    Gong

    90%
    7 Ratings

    Usability

    8.0

    Freshdesk Contact Center

    80%
    1 Rating
    9.1

    Gong

    91%
    157 Ratings

    Availability

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Performance

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Support Rating

    8.1

    Freshdesk Contact Center

    81%
    6 Ratings
    9.4

    Gong

    94%
    188 Ratings

    Implementation Rating

    Freshdesk Contact Center

    N/A
    0 Ratings
    7.7

    Gong

    77%
    4 Ratings

    Configurability

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Contract Terms and Pricing Model

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Ease of integration

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Product Scalability

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Vendor post-sale

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    Vendor pre-sale

    Freshdesk Contact Center

    N/A
    0 Ratings
    9.1

    Gong

    91%
    1 Rating

    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.
    Read full review

    Gong.io

    Gong is well suited when you have a team handling multiple types of calls both in terms of meetings vs cold calls as well as platforms, e.g., Google Meet, Teams, and Outreach/Salesloft. It is good for orgs where they need to build out sales enablement fast - as you can create libraries of similar calls focused on a specific use case. It is also good for orgs that are scaling and finding their product fit or adapting to the market - since non client facing teams like product and engineering can also hear what the customers are saying via keyword matches, without needing to watch whole calls or attend. It is not so well suited to teams in orgs where you have all reps using the same script, know your customer inside out and have everyone doing exactly the same thing. As in this scenario, it is quite expensive. If everyone is already rowing in the same direction for the company - it's perhaps not so essential.
    Read full review

    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.
    Read full review

    Gong.io

    • Alerts to let you know moments that matter in calls
    • The UI is super easy to explore and intuitive so you don't need much training
    • It helps us collaborate across borders
    • the mobile app is helpful when you're on the move
    Read full review

    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.
    Read full review

    Gong.io

    • Notes in app - there needs to be an option to download your notes or a better formatted copy/paste for this function.
    • Transcript - make this downloadable so it can be copied/pasted/reformatted for CSM's who have to input notes into other systems.
    Read full review

    Pricing Details

    Freshdesk Contact Center

    Starting Price

    $0 per agent/per month

    Editions & Modules

    Freshdesk Contact Center editions and modules pricing
    EditionModules
    Enterprise691
    FREE02
    Pro393
    Growth154

    Footnotes

    1. per agent/per month, billed annually
    2. per agent/per month
    3. per agent/per month, billed annually
    4. per agent/per ,billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional $0

    Additional Details

    Gong

    Starting Price

    Editions & Modules

    Gong editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      Freshworks Inc

      No answers on this topic

      Gong.io

      I gave this rating because Gong is the best Conversation Intelligence software in the Marketing. It is efficient, user-friendly and easy to integrate
      Read full review

      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.
      Read full review

      Gong.io

      It would be nice if the call recording was available more quickly after each call. I need to wait 10-15 minutes after the call for the recording to be available so that I can send it to the customer. It would also be nice if it was easier to auto-tag calls and sort them automatically into folders.
      Read full review

      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.
      Read full review

      Gong.io

      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
      Read full review

      Implementation Rating

      Freshworks Inc

      No answers on this topic

      Gong.io

      I wasn't part of the team that implemented. I tapped "eight" above, because an alert appeared in the screen saying that this question was required.
      Read full review

      Alternatives Considered

      Freshworks Inc

      Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
      Read full review

      Gong.io

      Salesforce CMS captures my call data and notes that I include in the records, but it does not record the call and provide the specific data that Gong does. Gong does a nice job of giving me the specifics needed to make changes moving forward.
      Read full review

      Contract Terms and Pricing Model

      Freshworks Inc

      No answers on this topic

      Gong.io

      I was not involved with the process
      Read full review

      Professional Services

      Freshworks Inc

      No answers on this topic

      Gong.io

      I was not involved with the process
      Read full review

      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.
      Read full review

      Gong.io

      • It helps me save time and push deals forward.
      • It helps me track my deals and align more with pipeline and actual forecasting.
      • It positively impacts the training and knowledge sharing with new hires and tenured reps.
      • It helps to have a history of performance to better acknowledge praise and accomplishment within reps.
      Read full review

      Screenshots

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