What is Freshdesk contact center?
Pros from reviewers
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Seamless integration: Freshdesk Contact Center integrates seamlessly with other Freshworks products, providing a simplified user experience. It also offers integration with third-party apps, enhancing its versatility and functionality
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Cost-effective: Freshdesk Contact Center is a cost-effective solution compared to other market solutions. It allows users to switch to their platform at no extra cost, without losing any features
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Comprehensive call history: The software provides a comprehensive call history, including cost and recordings. This feature allows for efficient tracking and management of customer interactions
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User-friendly: Freshdesk Contact Center is user-friendly and intuitive. It simplifies the process of resolving customer issues and documenting recurring problems. The ticketing system is excellent and straightforward, and the calls feature is easy to use
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Outstanding support: Despite some users' experiences with slow response times, many users praise Freshdesk Contact Center's outstanding support. The onboarding process is excellent, with free training sessions offered. The software is also technically savvy and easy to use, reducing the need for external consultants.
Cons from reviewers
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Limited customization and formatting issues: Some users have reported that the software lacks customization options for customer-facing interfaces and has occasional formatting issues, which can affect the user experience
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Inconsistent integration with other Freshworks products: Despite being part of the Freshworks suite, Freshdesk Contact Center sometimes struggles to seamlessly integrate with other products like Freshsales and Freshdesk, causing disruptions in workflow
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Inadequate customer support: Several users have complained about slow response times and unfulfilled promises from the customer support and development teams, leading to unresolved technical issues
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High costs for multiple licenses: The cost of Freshdesk Contact Center can be prohibitive for some users, particularly when multiple licenses are required
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Insufficient reporting features: While Freshdesk Contact Center provides basic reporting options, some users have found these to be lacking in depth and functionality, making it difficult to gain comprehensive insights into their operations.
Main features
Starting Price
Free Plan
CRM Integration
Omnichannel Support
Multichannel support
Automation
Analysis and Reports
Starting Price
N/A
Free Plan
No
CRM Integration
Omnichannel Support
Multichannel support
Automation
Analysis and Reports
How Freshdesk contact center compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is Freshdesk contact center best for according to our reviewers?
Large Companies: Large companies can benefit from Freshdesk Contact Center's comprehensive call history, cost and recording features. However, they may experience some issues with the interface and technical support, and may need an account manager to ensure their requests are handled
International Businesses: For businesses dealing with international numbers, Freshdesk Contact Center provides easy setup for call flows and routing to the right landlines, mobiles, and Freshdesk agents. However, retaining international numbers can be challenging without business addresses in those countries
Customer Service Teams: Freshdesk Contact Center is a useful tool for customer service teams to manage and track customer issues and requests. However, they may need to request for certain countries to be whitelisted for calling.
Small Tech Start-ups: Freshdesk Contact Center is a cost-effective solution for small tech start-ups, offering a robust ecosystem for third-party apps and efficient contact handling. However, it may present some challenges with customization and integration with other applications
Advisory Services: Advisory services can use Freshdesk Contact Center to contact customers after logging their service requests in the Freshdesk system, preventing the service team from using personal phones or numbers. However, integrating the system with the Fresh Desk Mint version can be complex
Freshdesk contact center Reviews
4.2
Freshdesk contact center rating
4.0
Ease of use
3.5
Customer service
3.8
Value for money
3.7
Likelihood to recommend
3.7
Features
24 Freshdesk contact center Reviews
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Marilyn Smith
Freshdesk: A Highly User-Friendly Platform
I find Freshdesk very user-friendly. It enables group inclusion in all emails and workflows, which is beneficial when colleagues are away. It offers easy threads for managing timelines and responses, eliminating the need to track personal emails for understanding topic responses.
September 17, 2024
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Patricia Brown
Effortless Setup and Comprehensive Reporting with Freshdesk Contact Center
I needed a call solution for international numbers and found Freshdesk Contact Center's call flows easy to set up and route to the right landlines, mobiles, and Freshdesk agents. I appreciate being able to record calls and store voicemails in our ticketing system during out of office hours. However, retaining international numbers became challenging without business addresses in those countries, leading us to reduce our unique numbers per region. Currently, I find the platform user-friendly and intuitive, but I hope for stronger integration with Freshdesk in the future. Reviewing reports is straightforward and provides extensive insights into received calls, costs, and agent performance. Understanding the rules and call flow setup is also quite easy. However, the integration with Freshdesk isn't as tight as I initially expected when I subscribed. It does improve occasionally, but I would prefer a more seamless solution.
September 7, 2024
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Nicole S
Costly, Yet Likely the Best Choice Available
I've automated my 24/7 hotline with Freshdesk Contact Center and it's working well. The setup was simple and smooth, and I like the mobile app for iOS and Android. I also appreciate the API connection with Integromat/Make, it meets all my needs. However, the customer support could be better as I sometimes have to wait days or even weeks for help. I chose Freshcaller for its price and because I was already using Freshdesk.
September 2, 2024
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Timothy F
Reliable and High-Quality: Freshdesk Contact Center Review
I appreciate the reliability of Freshdesk Contact Center. It has never failed us during peak business hours and has consistently delivered high-quality calls
August 25, 2024
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Helen Smith
Superb Tool for Addressing User Inquiries
I find the alerts received in our team's mailboxes, the ability for any available team member to respond to a ticket, and the provision for adding notes within the team to track the thread to be excellent features of Freshdesk Contact Center. However, I suggest an improvement regarding the limit on the number of agents. I believe we should have the freedom to decide who we can make an agent in our system without any restrictions.
August 19, 2024
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Arthur Johnson
Thriving with Freshdesk: A User's Positive Experience with the Contact Center Software
I've been absolutely thrilled with my experience using Freshdesk's service and customer care over the past three years. Their commitment to innovation is truly impressive, with the introduction of robust new features each year. I'm particularly excited about the upcoming AI-related features they've announced. The software is a breeze to set up and automate, and it has effortlessly scaled with us as we've grown from a single user to a team of 1. The interface is sleek and dependable, making it a joy to use. We've successfully integrated Jira, Aha, and SalesForce into our workflow. While there are some limitations with the SalesForce integration, it's a minor hiccup in an otherwise stellar experience.
August 12, 2024
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Abigail Jones
Quality Product, Yet High-Priced
I appreciate Freshdesk Contact Center for its versatility and numerous features. It has a robust ecosystem for third-party apps and operates with minimal disruption, proving to be a reliable tool for handling contacts efficiently. However, it's not always user-friendly. Setting up reports can be tedious and some features don't function as anticipated. The documentation is insufficient, resulting in a lot of trial and error. I transitioned to Freshcaller primarily due to cost considerations.
August 5, 2024
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Willie N
Revolutionizing Customer Service with Freshdesk Contact Center
Freshdesk Contact Center has revolutionized our customer service experience with its robust features like call routing, IVR, and voicemail
July 30, 2024
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Mary Jones
An Outstanding Experience with Freshdesk Contact Center: A Review
My experience with Freshdesk Contact Center has been nothing short of fantastic! The onboarding process was a breeze, thanks to their complimentary training sessions. I was particularly impressed by the technical sophistication and user-friendliness of the software. It was so intuitive that we didn't even need to bring in external consultants to set up our business process. While exploring other options, I noticed that some competitors like S********e seemed more focused on sales than supporting small businesses. However, Freshdesk stood out with its commitment to all businesses, regardless of size. I also checked out Z*****k, which has a visually appealing user interface. But when it came to customer service and response time, Freshdesk clearly had the upper hand. All in all, I'm thrilled with my decision to go with Freshdesk Contact Center!
July 21, 2024
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Donald W
Exceptional Customer Support: Freshdesk Contact Center's Availability and Assistance
The customer support provided by Freshdesk Contact Center is top-notch. They are always available to assist us with any issues or queries
July 15, 2024
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Edward F
Effortless Scalability: A Software Success Story
The software's scalability is commendable. It has effortlessly grown with our expanding business needs
July 8, 2024
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Stephen Garcia
Discussing One of My Best Business Decisions Ever Made
Coming from a Zendesk background, which was not the best in terms of support, I switched to Freshworks in August 22, during the uncertain times of the Covid19 pandemic. After two and a half years, I can honestly say that FreshWorks is probably the best customer experience software I have worked with. We handle thousands of customers daily through the Omnichannel platform and have never been in a better position. I absolutely love FreshDesk and plan to continue using this amazing tool for years to come.
June 29, 2024
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Alexis Williams
Exceptional Tool with Easy Customization
I find Freshcaller to be an excellent tool for managing and tracking our customer's issues and requests. The only minor problem we faced was the need to request for certain countries to be whitelisted for calling, as they were not automatically available to us.
June 24, 2024
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Dennis Brown
Experiencing Excellence with Freshdesk Contact Center: A Personal Journey
Freshdesk Contact Center assured me of a comprehensive package, from incorporating my preferred features to enhancing performance. Once I made the payment, they allowed me to independently explore the software. This has been my journey for years. The simplicity of the features is commendable and the anticipation for the promised changes keeps me excited even after years. I would highly recommend this tool if you're looking to engage your customers in a unique way.
June 16, 2024
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Ellis M
Exceptional Experience with Freshdesk Contact Center
I'm genuinely thrilled with Freshdesk Contact Center! As a service desk solution, their own service desk is impressively efficient. I've been integrating Freshchat with my application and it's been a smooth process. There was a minor hiccup where it stopped working, but their dedicated team was on it, working diligently to find a solution. The account manager assigned to me has been a great help, ensuring to respond to my queries weekly. It's been a fantastic experience overall!
June 9, 2024
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Peter Rodriguez
Freshdesk Contact Center: Weighing the Pros and Cons
I'm hesitant about buying Freshdesk Contact Center because of the high costs for multiple licenses. The lack of Italian numbers could also be a problem that might stop the whole project. Even though Freshcaller is integrated with Freshdesk, the monthly fee seems too high. I have to pay a fixed monthly fee per agent and an extra euro for each number, plus the call minutes. I'm not very happy with this. We haven't decided yet, but we might think about establishing a separate contact center.
June 4, 2024
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Dexter S
Affordable and Efficient Ticketing System with Freshdesk
Using Freshdesk simplifies resolving customer issues and documenting recurring problems. I can log in daily, assured that emails are being accurately documented. Modifying ticket fields, adding reporting options, and using automations is easy, freeing me up for more complex tasks. The ticketing system is excellent and user-friendly, and the calls feature is straightforward. However, the reports function could use some improvement. I switched to Freshcaller from Intercom due to the latter's complexity.
May 27, 2024
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Juan S
Freshdesk Contact Center: A Valuable Tool for Customer Service Managers
As a customer service manager, I find the reporting and analytics features of Freshdesk Contact Center incredibly useful for tracking performance and identifying areas for improvement
May 20, 2024
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Russell Williams
Reflecting on My Positive Experience with Freshdesk Contact Center
I've been a loyal customer of Freshdesk Contact Center for 3 years and it's been an incredible journey! Recently, I sold my business and found myself not needing their service anymore. I reached out to them about the remaining 3.5 months of my annual plan. Although they couldn't provide a refund, I understand their policy. It's been a pleasure being their customer and I appreciate the service they've provided over the years!
May 14, 2024
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Phoebe M
Unlocking SMB Potential with Freshcaller
I have developed a strong relationship with the Freshworks team, especially with Freshcaller, which we began using in March 2019. I am enthusiastic about expanding our business with them. Freshcaller provides a simple setup and implementation process. We transitioned from Five9 to Freshcaller with ease. Besides its user-friendly software, Freshcaller's support is outstanding. However, Freshcaller is missing some key features, functionality, and reporting that more enterprise-level solutions might provide. Even though they regularly release new updates, there are a few things I wish it had. We selected Freshcaller for its seamless integration with Freshdesk and switched to it because of its cost and ability to integrate with Freshdesk.
May 4, 2024
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Sophia Williams
Freshdesk Contact Center: Seamless Integration
I've been using Freshdesk Contact Center for a few months now and I'm thoroughly impressed with its seamless integration capabilities
April 30, 2024
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Johnny N
Exploring Innovation and Growth with Freshdesk Contact Center: A Start-Up's Journey
As a small tech start-up team of 5, we decided to go with Freshdesk-contact-center for its competitive pricing and promising support desk solution. Our experience has been quite interesting. The product is unique and innovative, with a distinct formatting style and a streamlined customer-facing interface. We've also noticed some changes in our billing that introduced us to new features we hadn't explored before, and it's been a learning curve to integrate with other applications. The AI is intriguing, with unexpected suggestions and solutions that have pushed us to think outside the box. We've also come across some billing quirks that have given us the opportunity to engage with their customer support. In general, their customer service is a learning experience. If I could do it again, I would still choose Freshdesk-contact-center. It's been a journey of discovery, learning, and growth for our team. The challenges we've faced have only made us stronger and more adaptable. We're excited to continue our journey with Freshdesk and look forward to the improvements they'll bring.
April 20, 2024
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Victoria Williams
Decent Product, Integrated Features, Overburdened Tech Support
I've had a challenging experience with Freshdesk Contact Center. Although their support representatives are generally quick to respond, I feel their development and technical support teams are overwhelmed and often make unfulfilled promises. I would recommend caution when using them unless you're a large company with priority access or have an account manager to ensure your requests are handled. I do appreciate that my phones are linked to my ticketing system, allowing me to automatically see who is calling and their past tickets. However, my connection from Freshcaller to Freshsales has been down for four months with no clear resolution date. Despite reaching out to them multiple times, I've received no satisfactory response or solution. I switched to Freshcaller because I wanted everything interconnected, but this is only beneficial if it actually functions.
April 16, 2024
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Michelle Miller
Improved Productivity and Game-Changing Support with Intuitive Software Interface
The software's intuitive interface has significantly improved our team's productivity, and the multi-channel support is a game changer
April 16, 2024