App for making phone calls that is easy to use and intuitive.
June 22, 2022

App for making phone calls that is easy to use and intuitive.

James Dilley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshdesk Contact Center (Formerly Freshcaller)

The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, and it doesn't get in the way when you're composing your response. What you need and desire from a customer service center is going to depend on your own situation. If you're on a tight budget but still need anything to get the job done, by all means, give this a shot. You'll be glad you considered switching platforms if you're a rapidly expanding firm.

Pros

  • 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.

Cons

  • Freshdesk is not built for problem classification, hence it is challenging to sort tickets by the problem.
  • Due to a lack of a robust category or views mechanism, problem assignment and management become tedious tasks on this platform.
  • It took some time to get everything moved over during the setup process.
  • Making phone calls using fictitious contact details.
  • Have access to several virtual phone numbers from various countries.
  • Conducting anonymous phone calls to foreign leaders.
  • Good call quality and the option to divert all calls to voicemail when offline were both welcome improvements over our previous setup.
  • The system's user-friendly interface and intuitive controls make it a breeze to set up and manage features like IVR and call routing, as well as to track and analyze trends in customer service calls.
  • By using the Freshdesk Contact Center, you can eliminate call wait times by routing incoming customer service calls to any available agent on your team over a single trunk line.
The tool may be set up and operating in a couple of hours, and its implementation is straightforward. When we join up for the service, all we have to do is buy a phone number and load some money into our account, and we can start using the tool right away. After that point, there should be no more problems with the agents taking calls.

Do you think Freshdesk Contact Center delivers good value for the price?

Yes

Are you happy with Freshdesk Contact Center's feature set?

Yes

Did Freshdesk Contact Center live up to sales and marketing promises?

Yes

Did implementation of Freshdesk Contact Center go as expected?

Yes

Would you buy Freshdesk Contact Center again?

Yes

One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.

Freshdesk Contact Center Feature Ratings

Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
9
Call reports
9
Directory of employee names
9
Answering rules
10
Call recording
10
Call park
8
Call screening
9
Message alerts
9
Audio conferencing
10

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