Customer Service Made Easy

Publié le 10/10/2019
Mian M.
Product Operations Engineer
Services et technologies de l'information, 13-50 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier

Avantages: 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

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

Technology is fine. Customer support is not

Publié le 04/06/2019
Daniel H.
QA and Support Specialist
Gestion des investissements, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
3 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
1 / 5
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: We are using FreshCaller as our primary phone line for one of our software products.

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

Inconvénients: 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...

We use it as online calling solution.

Publié le 30/03/2018
Yan F.
Director
Conseil en gestion, 2-10 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Easy to set up online phone that works greatly with Freshsales.

Avantages: 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.

Inconvénients: 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.

Increase the quality of customer service

Publié le 19/04/2019
Utilisateur vérifié
Marketing Coordinator
Marketing et publicité, 2-10 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: 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.

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

It takes about 5 minutes to setup

Publié le 04/04/2019
Latasha H.
Owner
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du produit: Version d’essai gratuite
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: I am a HUGE fan of the Freshworks suite including this little nugget, Freshcaller. I needed a solution quickly for my virtual assistant and sales coordinator to be able to make calls from a single phone number. Although we are all in the same state, we live in different cities, so this was a gem to find. Now they can make calls under my business phone number, local to the city I am in to maintain consistency. The icing on top is that integration with Freshsales, which I use daily. I can make call directly from my Freshsales dashboard in just a couple of clicks. Truly a game-changer.

Avantages: 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.

Inconvénients: 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.

Crashes, dropped calls, and lost voicemails

Publié le 01/04/2019
Utilisateur vérifié
Support Specialist
Logiciels, 51-200 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
2/5
Note globale
2 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
3 / 5
Support client
2 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Not a good experience, it needs updates, and bug fixes.

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

Inconvénients: 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.

Speak - easy

Publié le 24/07/2019
Hue P.
Customer Support Specialist
Réseaux informatiques, 501-1 000 employés
Temps d'utilisation du produit: Version d’essai gratuite
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Basically, I am working as a customer support for calling center, and I found that this app is useful and convenient for me to use and have the inbound and outbound calls with customers.

Avantages: 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.

Inconvénients: It sometimes gets the drop calls, crashes.

Best PBX software for affordable price

Publié le 31/01/2019
Ranjithkumar M.
iOS Developer
Immobilier, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: - 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

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

Simplicity

Publié le 17/05/2019
Utilisateur vérifié
Intern
Logiciels, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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

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

used for conference calls

Publié le 07/03/2018
Brittany T.
savior
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

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

Inconvénients: 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.

Réponse de l'éditeur

envoyé par Freshworks le 08/03/2018

Thank you for the review Brittany. We are really happy with your feedback. We will continue and improve our services