Freshcaller

Vorteile

Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.

Nachteile

The reports function leaves a lot to be desired.

Vorteile

Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.

Nachteile

Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.

In Betracht gezogene Alternativen

Warum Freshcaller gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu Freshcaller

Vorteile

I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.

Nachteile

My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.

Vorteile

Feature filled. There's not much that you can't do with Freshdesk. They have a fairly strong eco-system for third party apps as well. The service works with minimal disruption. It's a fairly reliable business tool allowing businesses to receive contact and route that contact efficiently to the relevant teams.

Nachteile

Not always intuitive. For example, setting up reports is a bit of chore. Certain features just do not work the way that you think they should. The documentation is also a bit flimsy so a lot of it is trial and error. Not really great.

In Betracht gezogene Alternativen

Warum Freshcaller gewählt wurde

Zuvor genutzte Software

Vorteile

This tool or software is easy to navigate and easy to use even without proper training because all options and instructions are clear and visible.

Nachteile

The more options available sometimes it could confuse the user on which to select or follow.

Vorteile

There are a lot of feature. Most of them are only available in paid plan.

Nachteile

The response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen.
Even easy task like to switch from a free to a paid plan (which is not able in the software) could not be solved after 2 weeks !
Each Account has a account manager which looks like more a single point of failure for us. Every ticket and request is redirected to your account manager. If this guy can not handle probably the 1.000 tickets a day this poor guy gets - you are simple stuck.

Phone calls are really good and easy in freshcaller but there is not a easy way to send and reviece sms in freshcaller at all. So you can not use it to replace a normal mobile phone which should be the idea.

Vorteile

1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features
2. Get entire call history with cost and recordings
3. Cost effective compared to larger companies
4. Seamless integration with all products

Nachteile

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

Vorteile

The contact center is really easy to set up, integrates with other tools allows agents work continously with all the processes. Giving the customer a perfect experience.

Nachteile

Maybe wee need a scheduling tool integrated

Vorteile

It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms

Nachteile

It frequently drops calls, crashes, and loses data. It's extremely frustrating when on important support calls. Every now and then it will be unable to find a phone number and not allow you to make a call until after you reboot the browser.

Vorteile

The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner. Regardless of tech ability, our team is able to use this service with ease.

Nachteile

The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.

Vorteile

It interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.

Nachteile

The app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.

Vorteile

It works pretty fine, the setup is easy and seamless. Mobile app for iOS and Android also appreciated. We also appreciate API connection possibility and with Integromat/Make it does everything we need.

Nachteile

I must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.

Vorteile

Nice features like automations. Easy to use in the set-up. Excellent support

Nachteile

Nothing worth to mention, no big cons on the software

Vorteile

Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.

Nachteile

The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.

Vorteile

You might go a few months without experiencing some sort of technical issue or complete service outage.

Nachteile

When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.

Vorteile

Our service team can contact and call our customers by the system and not use their own phones and phone numbers.

Nachteile

On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.

Vorteile

This has become an essential tool while working remotely. Allows for agents the privacy to provide customer service without having to utilize personal data or personal phone numbers

Nachteile

Does not work with our VPN and it is a steep learning curb to fully understand the functionality

Vorteile

Is easy to deploy and configure moderm panel and tools.

Nachteile

Is expensive to add multichannels services and integration example chatbot , whatapp and other essential tools.

Vorteile

Analytics and reports are easy to navigate

Nachteile

The team is experiencing latency when we click "Answer"

Vorteile

User interface is intuitive and easy. Call quality is great, never had any bad connections with poor audio quality.

Nachteile

There isn't a customer support phone number. No chat system for support either.

We also use FreshDesk and there is a support chat for that. The support staff for FreshDesk is friendly and supportive so I'm not sure why FreshCaller support is so lackluster...

Vorteile

Easy to use, Good features, great support service

Nachteile

Freshdesk Contact Center Mobile app can be improved further

Vorteile

Setup is easy and works with little effort. Support is absolutely fantastic.

Nachteile

Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.

Vorteile

Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.

Nachteile

Not really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.

Vorteile

It is easy to operate and set up callflows, business hours, etc.

Nachteile

That it does not offer all kinds of phonenumbers on the markets we use freshcaller.

In Betracht gezogene Alternativen

Vorteile

We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it. It works and prices are quite close to Skype business.

Nachteile

They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.

Vorteile

The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.

Nachteile

I noticed the app does not allow Google Sign-in, so adding that as an option would be great. My business uses the GSuite ecosystem and most of the apps we use have this option.

Vorteile

Simple user interface
Dashboard is very helpful and pretty straightforward.

Nachteile

Tagging feature should be expanded to contain broader definitions
Integration was not easy especially in a BYOC situation

Vorteile

It's very scalable. If we needed to bring on and add more agents we could do that with no issues at all.

Nachteile

It ended up not being a great fit for us at the time because it's obviously built for a littler larger of a call support system than we needed at the time.

Vorteile

It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).

Nachteile

The app has a couple bugs, first with it not automatically turning off the screen when held to the face like other calling apps, and second with the call controls (like mute) disappearing in the middle of a call.

Vorteile

freshcaller is integrated with freshdesk

Nachteile

the monthly fee seems too expensive to me. I have to pay a fixed fee per month per agent and pay another euro for each number in addition to the call minutes. I am not very happy

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Freshcaller

Vorteile

- best software to handle all you call support.
- Easy to use and the dashboard gives overall status of all the calls and queries
- Using local phone numbers for the calling is one of the superb features

Nachteile

- More integration is needed to export the data between multiple systems

Vorteile

nothing. first time i tried to use the system was out of service, second time the usability and support was terrible

Nachteile

everything.

Incredible how a company focused on customer service can have such a bad support for their costumers.

Vorteile

Freshcaller was very easy to integrate with our existing CRM software, Freshsales.

Nachteile

Was not able to access contact information from Freshsales to use with the caller.

Vorteile

I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.

Nachteile

It sometimes gets the drop calls, crashes.

Vorteile

we have used this system for conference calls of agents that are all over the country. very easy to download and join calls

Nachteile

a few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.