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Freshdesk contact center Reviews
4.2 (29 reviews)

Freshdesk Contact Center is a cloud-based customer support software with omnichannel capabilities. It enables businesses to interact with customers via email, phone, social media, and live chat. Key features include automated routing, AI-driven chatbots, and real-time analytics. These tools aid in streamlining customer service operations and improving customer experience.

  • 01Pros and cons from reviewers
  • 02Main features
  • 03What is Freshdesk contact center?
  • 04How Freshdesk contact center compare to similar software?
  • 05Who is Freshdesk contact center best for according to our reviewers?
  • 06Freshdesk contact center Reviews

What is Freshdesk contact center?

Freshdesk Contact Center is a cloud-based customer support software that provides businesses with tools to manage customer communication across various channels such as email, phone, social media, and websites. It features a user-friendly dashboard for tracking and responding to customer inquiries, automatic ticket dispatch, team collaboration, multi-channel support, and performance analytics. The software also includes AI-powered bots for routine tasks and integrates with other business tools like CRM systems. It aims to improve customer satisfaction by providing quick and effective issue resolution. Special promotions are currently available for Freshdesk Contact Center and similar software.

Pros from reviewers

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • High costs for multiple licenses: The cost of Freshdesk Contact Center can be prohibitive for some users, particularly when multiple licenses are required

  • 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

N/A

Free Plan

No

CRM Integration

Automation

Omnichannel Support

Multichannel support

Analysis and Reports

Who is Freshdesk contact center best for according to our reviewers?

  • 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.

  • 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

  • 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

    29 Freshdesk contact center Reviews

    4.2 (29 reviews)
    Leave a review

    • Dax G

      Over 3 Years with Freshdesk: Our Experience

      I've been using Freshdesk for over 3 years and it's been excellent in helping us manage the high volume of client requests. However, I suggest an improvement in the Satisfaction Survey. When a client responds to the survey, the feedback they provide isn't included in the email notification we receive. It would be beneficial to have this feedback in the email.

      October 20, 2024

    • Doris Jones

      Streamlined Workflow: Time and Resource Savings with CRM Integration

      The software's ability to integrate with CRM tools has streamlined our workflow, saving us valuable time and resources

      October 12, 2024

    • Mark Jones

      Feature Overload in Freshdesk Contact Center

      As an advisory service, we use Freshcaller to contact our customers after logging their service requests in our Freshdesk system. This prevents our service team from using personal phones or numbers. However, integrating the system with the Fresh Desk Mint version is complex compared to earlier, simpler versions. The system also struggles to recognize phone numbers and creates tickets for every call, even if it's from the same customer within the same service time. We initially chose Freshcaller because its first version was user-friendly.

      October 5, 2024

    • Randy W

      Enhancing Service Quality: Freshdesk Contact Center's Call Recording Feature

      The call recording feature of Freshdesk Contact Center has been instrumental in improving our service quality by allowing us to review and analyze our interactions with customers

      September 29, 2024

    • Olivia Williams

      Freshdesk Contact Center: Excellent Value for Money

      Lastly, the cost-effectiveness of Freshdesk Contact Center is worth mentioning. It provides excellent value for money considering the comprehensive features it offers.

      September 24, 2024

    • 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

    • 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

    • 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

    • 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

    • 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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