Freshcaller

Customer Service Made Easy

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

Freshcaller for SMBs

Commentaires : I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.

Avantages :

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.

Inconvénients :

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.

Product is okay - handy to have everything connected - technical support is overwhelmed

Commentaires : My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.

Avantages :

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.

Inconvénients :

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.

Good product but quite expensive

Avantages :

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.

Inconvénients :

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.

Great inexpensive ticketing system

Commentaires : Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.

Avantages :

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

Inconvénients :

The reports function leaves a lot to be desired.