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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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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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