Freshcaller Reviews

“Reliable but very expensive

Pros

Freshcaller is packed with great features. There is really not much it can't do. Like it has a solid ecosystem for third-party apps. Also the service works with minimal issues which makes it a reliable tool for businesses to receive contacts and route them efficiently to the right teams.

Cons

It is not always user-friendly. For example, setting up reports can be a bit of a hassle. Some features don't work the way we did expect, and the documentation isn't very helpful. A lot of it feels like trial and error, which is not great.

“Perfectly for team leaders

Pros

It is a software that is not only easy to use but easy to navigate at the same time, even without much training. Plus all the options and instructions are clear and visible so we able to figure it out quickly.

Cons

Sometimes, having too many options can be confusing. As at times it become hard for us to decide which one to choose or follow.

“Working well so far

Pros

The support team is pretty good and helpful. Also Freshcaller's analytics and reports are super simple to use and easy to navigate.

Cons

My team is experiencing a lot of latency when we click Answer which is frustrating.

“Has great features, but the mobile app needs to be better

Pros

It is easy to use, has good features and I found their support service simply the best.

Cons

Mobile app is not the best and requires a lof of improvements.

“Was easy to set up

Pros

The automations are great, and the setup was fairly easy too. Plus, their support is also excellent. In short it is the best and I am a huge fan of it.

Cons

Honestly, there is nothing major to complain about.

“Great software for handling customer service

Pros

Setting it up was not an issue as I found the process was quite straightforward. Moreover, even configuring modern panels, and tools was a simple task.

Cons

It is quite expensive to add multi-channel services and integrations like chatbots, WhatsApp, and other essential tools.

“Costly but among the best available

Pros

It works pretty well for us. The setup process was also simple. We also really like the mobile app for both iOS and Android. Plus the ability to connect via API is a big plus and with Integromat/Make, it does everything we need.

Cons

I have to mention customer support but at times they are okay, but other times you end up waiting for days, even weeks, just to get help.

“Low-cost ticketing tool with great features

Pros

Solving customer issues and keeping track of repeat ones is really simple with Freshdesk. I can log in every day knowing that emails are being documented correctly. Also it is easy to make changes to ticket fields, add more options for reporting and the automations make simple tasks even more simpler, letting me focus on the more complicated stuff.

Cons

The reporting feature could definitely use some improvement as it is not as good as I did hoped.

“Basic yet reliable

Pros

Setting it up Freshcaller was quick and easy. Also the contact center is super simple to set up and works seamlessly with other tools which allows agents keep everything running smoothly. In short it really helps deliver a great experience for the customer.

Cons

I think the addition of an integrated scheduling tool would be awesome.

“Decent call solution

Pros

I found its user interface pretty basic and easy to understand. Also the dashboard is really helpful and easy to navigate.

Cons

I feel like the tagging feature should be expanded to include broader definitions. Also, integration was not easy, especially in a BYOC situation.

“A must-have for agents

Pros

It has become a must-have tool for users like us working remotely. It allows agents to provide customer service without using their personal data or phone numbers which is great for privacy.

Cons

It doesn't work well with our VPN and a lot of time is required to fully understand all the features.

“Works well for large call centers

Pros

Freshcaller is scalable. Also if we need to add more agents, it is very easy to do without any issues.

Cons

The software did not end up being the best fit for us at the time, mostly because it's clearly built for a larger call support system than we needed.

“Worst customer service experience I Have ever had

Pros

Even though it has a lot of features, but unfortunately most of them are only available in the paid plan.

Cons

Ticket response time is really bad. What makes it worse is that the replies are always something like, We are taking care of it and someone will help you, but nothing happens. Even simple tasks like switching from a free plan to a paid one took over two weeks to resolve. Each account has an account manager, but it feels like a single point of failure. Every ticket gets redirected to them, and if they're handling 1,000 tickets a day, you are just stuck. Phone calls work fine in Freshcaller, but there's no easy way to send or receive SMS, so it is not really a good replacement for a normal mobile phone, which should've been the idea.

“Terrible customer support

Pros

I didn't have a great experience. The first time I tried using the system, it was down and the second time, the usability and support were both really disappointing.

Cons

Honestly, I dislike everything about it. It is crazy how a company that focuses on customer service has such poor support for their own customers.