Freshdesk Contact Center Recensioner & produktdetaljer

The live dashboard is one of the best things and reporting.

Call Metrics dashboard should be improved with more details such as a transcript.

We use Freshcaller for our Customer Success Team.

The best thing about freshcaller would be the fact that it is completly adatable to any task you can work on in a company. It means that its level of adaptability makes it easy to use and perfect at every scale of the company

The ony problem you could find is that fact that the visuals are very smalls and it might take a while to get use to the interface. But once you've get it, it is very easy to use.

Calling prospect for business develpment of inteview of future candidates. The benefit is the recording and ticket system that allow everyone to listen to the calls and it gives a second advice on business discussion for example.

Available via App and Browser. Global Numbers. Working, if you did the setup the right way...., nice support. Good value & price. Have fixed global numbers, also when you are traveling. The App is nice working. The calls are stable. The surface is clear. Fast setup, pricy numbers.

Some bugs at the setup and with the lines, so that the notification was not properly working, but now I hope is working. Some numbers are not available if you do not have an address there. Templates for ques, music, and calls would be nice.

Global and local availability for clients and candidates. Good for all, who do not like video calls or want to have a spontaneous call. Work globally also as a small entrepreneur. Save money. Build trust in international partnerships.

No need for hardware to use, easy to operate, parametrizable to the needs of use at any time No risk of running out of service due to failures in the local system. Greater availability at any place, time and device. IVR multinivel. Smart Escalations. Business hour based routing. Call Masking Call Monitoring, Barging and Recording

Although it is not compatible with Freshservice, it would be ideal if they could integrate it to make an excellent call center for the Help and Service Desk all in one

Call Center without expensive hardware in differents places and times.

The best feature of Freshcaller is the call masking. This helps you communicate with your clients or peers even when you are not in the office. Also, something great about this is that they offer you your own number when you purchase their plans.

Price. I think that subscription is a little bit pricey for the service they offer. It doesn't feels like you are paying for what you are getting. System lags a bit and the calls aren't that great.

We can save a lot of money on VOIP systems that are three times the price of Freshcaller.

Freshcaller allows you to set from a simple contact channel for your clients, to a complex and smart whole contact center for your team, units and their customers.

It should have better mobile improvements, we crave for a whatsapp integration. Maybe add SMSs features might should be considered.

I was forced to switch from phones through Freshdesk to Freshcaller and it has caused more issues than anything else. Instead of expanding my options, they have only limited functionality in phone calls and reporting.

I love the simplicity of the application. We had it implemented in couple of minutes.

We had (are still having) some issues with dialing out to local phone numbers.

We are using it for day to day customer support. It works great with Freshdesk that we use as our ticketing system.

The tool is easy to implement and can get it up and running in a matter of hours. From the moment we sign up to the tool it is just a simple matter of buying a number and adding some credits to the system. From that point onwards the agents can start taking calls without any issues.

We are on the omnichannel version of Freshdesk. This means seamless integration between all three platforms (Freshdesk Support Desk, Freshdesk messaging and Freshdesk Contact Centre). At the moment I feel that the integration is lacking and has a bug a two around the integration. One key issue that we find extremely annoying and that should be addressed soon is that on occasion a call taken by an agent is logged in Freshdesk Support Desk as done by the Account Admin instead of the agent. This can be misleading when glancing over tickets as to which agent actually took the call. From an Omnichannel perspective, the integration is lacking because the contacts are not shared among the platforms. Each platform acts as standalone though it is sold as a bundle and integration feels disjointed due to this. The other issue being you can link tickets to a phone call that has been taken, however, there is no option to unlink a ticket. This is important for cases where the ticket is linked to the wrong call erroneously.

The main problem that we have solved with the contact centre is having the ability to use the tool from any location. Especially during these times is beneficial as most employees work from home now. Furthermore having the feature such as IVR is super useful for the long run as it is possivl eot asdasd

I like that I am able to answer calls with my phone using the Freshcaller phone aap.

The challenges I have are a few but important while trying to conduct seamless business practices, here is what my team and I experience. a. When speaking to our customer/student there are delays and echoes b. We must ‘Close’ a call, before we answer the next one c. When writing notes, we can’t go back in and edit them d. We would like to be able to have visual virtual features to help the caller when they can’t understand or see our instructions, such as in Zoom 'share screen' e. The software for Admin user is not as user friendly for editing such things as Business Hours and creating a ticket for a call f. It would be great to be able to interconnect the FreschCaller and FreshChat features together while on a call

We are able to make interpersonal communication via audio with a caller, instead of just a chat line, that can sometimes set the wrong tone.

Simple visual call flow creation, Android app seems to reliability notify of calls

Lack of integration in terms of not importing voicemail transcripts in tickets created in Freshdesk for a voicemail notification, the inability of Freshcaller to share/live sync contact information from freshdesk, inability to control the volume of VoIP of the Freshcaller widget within Freshdesk.

Increased logging of all support enquiries which results in more accurate reporting data, unification of our support department in terms of having the same platform of ticketing and calling.