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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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    21 to 29 of 29 results

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