Freshcaller (Freshdesk Contact Center) - Short Review

Product Overview of Freshcaller (Freshdesk Contact Center)

Freshcaller, part of the Freshworks suite, is a modern, cloud-based contact center solution designed to enhance the communication and customer support capabilities of businesses. This intuitive platform is tailored for sales, support, IT, and HR teams, offering a comprehensive set of features to streamline phone operations and improve customer satisfaction.

Key Features

Cloud-Based Architecture

Freshcaller operates entirely in the cloud, eliminating the need for any hardware. This allows businesses to set up and manage their phone systems using just a web browser and an internet connection.

Interactive Voice Response (IVR)

The platform includes a multi-level IVR system that enables customers to direct their calls using pre-recorded custom menu prompts. Admins can customize call flows using a drag-and-drop interface, set business hour and holiday routing rules, and integrate with CRM and helpdesk software to automate simpler customer support interactions such as account balance updates and appointment scheduling.

Smart Escalations

Freshcaller’s Smart Escalations feature allows admins to create automated fallback rules for unanswered calls, optimizing the IVR and customer self-service experience. This includes enabling call queue and ring group transfers, simultaneous ringing, forwarding calls to other agents or external numbers, and scheduling automated customer callbacks to reduce hold times and increase first call resolution rates.

Call Management

The platform offers robust call management features, including the ability to monitor and manage live calls, barge into calls, and transfer calls with context to ensure a seamless customer experience. Agents can also take detailed notes on every call, which are appended to the call history for future reference.

Call Recording and Transcription

Freshcaller provides automatic, on-demand, and customizable call recording options, along with transcription services. Admins can configure opt-in messages for call recordings, pause or resume recordings, and set custom retention periods. Call recordings can be downloaded with a single click.

Customizable Performance Metrics and Reporting

The platform offers detailed reporting and metrics, including call wait/hold time, Average Handle Time (AHT), call cost, call type, caller ID, and more. Admins can monitor incoming call volumes, agent availability, and plan staffing and business hours accordingly.

Integration and Automation

Freshcaller integrates seamlessly with other Freshworks products like Freshdesk and Freshsales, allowing agents to create leads or tickets directly from calls. The platform also supports automated IVR CSAT surveys and multilingual options, enhancing the overall customer support experience.

Mobile Accessibility

Agents can use the Freshcaller mobile app on Android and iOS devices to make or take calls on the go, ensuring continuous support even when they are not at their desks.

Additional Features

• Voicemail Drop: Allows admins to leave pre-recorded voicemail messages to customers, saving time and reducing employee burnout.
• Desktop Notifications: Alerts agents of incoming calls even when they are working on other applications or have minimized the browser window.
• Call Masking: Enables control over the Caller ID seen by prospects, allowing for the use of local numbers from targeted regions.
• Automated Spam Call Prevention: Prevents spam calls and disconnects such callers from certain regions.

Benefits

Freshcaller enhances business operations by providing a flexible and scalable phone system that can grow with the business. It improves customer satisfaction through efficient call routing, reduced hold times, and automated self-service options. The platform’s ease of use, lack of coding requirements, and comprehensive feature set make it an ideal solution for businesses looking to streamline their customer support and sales communications.