Freshcaller

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.

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.

Alternatives envisagées 

Pourquoi choisir Freshcaller 

Logiciel antérieur 

Pourquoi passer à Freshcaller

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.

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.

Alternatives envisagées 

Pourquoi choisir Freshcaller 

Logiciel antérieur 

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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.

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

Avantages

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.

Inconvénients

Maybe wee need a scheduling tool integrated

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.

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

Nothing worth to mention, no big cons on the software

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

Is easy to deploy and configure moderm panel and tools.

Inconvénients

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

Avantages

Analytics and reports are easy to navigate

Inconvénients

The team is experiencing latency when we click "Answer"

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...

Avantages

Easy to use, Good features, great support service

Inconvénients

Freshdesk Contact Center Mobile app can be improved further

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Alternatives envisagées 

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.