Freshcaller Reviews & Pricing

by Freshworks | Founded 2010, Chennai, India

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Overview Pricing Benefits Reviews Features

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What is Freshcaller?

Industry Specialties: Healthcare, Software and Technology, Travel and Hospitality, BFSI, Retail and Commerce, Real Estate, Non-Profit, Education

Freshcaller is a modern phone system that allows businesses to connect and collaborate quickly and at cost-effective prices. The cloud-based software is easy-to-use and offers a wide array of phone functionalities, including automatic call distributor, IVR, customizable voicemails, service level monitoring and more.

It’s ideal for HR teams, IT and customer support. The platform sets up call centers quickly, without heavy investments. Smooth functioning depends on only a web browser and a working internet connection.

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User Sentiment

Based on 159 reviews:

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Freshcaller Pricing

Based on our most recent analysis, Freshcaller pricing starts at $15 (Monthly, Freemium).

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Starting From: $15
Pricing Model: Monthly, Freemium
Free Trial: Yes, Request for Free

Training Resources

Freshcaller is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Freshcaller:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Freshcaller Benefits and Insights

Why use Freshcaller?

Key differentiators & advantages of Freshcaller

Improved Customer Experience: Freshcaller enables businesses to provide a seamless and efficient customer service experience, reducing wait times and ensuring queries are resolved promptly.
Cost Efficiency: By leveraging cloud-based technology, Freshcaller eliminates the need for expensive hardware and maintenance, significantly reducing operational costs.
Scalability: Easily scale your phone system as your business grows, adding new lines and features without the need for complex installations or additional infrastructure.
Global Reach: Freshcaller supports international numbers and call routing, allowing businesses to expand their reach and cater to a global customer base effortlessly.
Enhanced Team Collaboration: Features like call conferencing and call transfer facilitate better communication and collaboration among team members, improving overall productivity.
Data-Driven Insights: Access detailed call analytics and reports to gain insights into call volumes, durations, and agent performance, enabling data-driven decision-making.
Flexibility and Mobility: With Freshcaller, employees can make and receive calls from anywhere using their mobile devices, ensuring business continuity and flexibility.
Customizable Call Flows: Design and implement custom call flows to route calls efficiently based on business needs, ensuring callers reach the right department or agent quickly.
Integration Capabilities: Seamlessly integrate Freshcaller with other business tools like CRM systems, enhancing workflow efficiency and providing a unified view of customer interactions.
Enhanced Security: Freshcaller employs robust security measures to protect sensitive customer data and ensure compliance with industry standards and regulations.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly, ensuring minimal disruption to your business operations.
Reduced Downtime: With a reliable cloud infrastructure, Freshcaller ensures high availability and minimal downtime, keeping your business communications running smoothly.
Easy Setup and Management: The intuitive interface and straightforward setup process allow businesses to get started quickly without the need for extensive technical expertise.
Improved Agent Performance: Monitor and evaluate agent performance through call recordings and real-time analytics, providing opportunities for training and improvement.
Personalized Customer Interactions: Utilize caller ID and customer information to personalize interactions, enhancing customer satisfaction and loyalty.

Industry Expertise

Freshcaller, a cloud-based phone system, is particularly adept in industries where customer support and sales operations are critical. Its industry expertise shines in sectors such as e-commerce, IT services, healthcare, and education, where managing high volumes of calls efficiently can significantly impact customer satisfaction and business growth. The software is best suited for small to medium-sized businesses looking for scalable, feature-rich telephony solutions to improve their customer engagement and support operations without the need for extensive hardware investments.

Freshcaller Reviews

Average customer reviews & user sentiment summary for Freshcaller:

159 reviews

80%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Freshcaller reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Solid Call Quality: Users consistently praise Freshcaller for its reliable call quality, noting clear audio and minimal dropped calls, which are essential for professional communication.
Easy to Use Interface: Many users find Freshcaller's interface intuitive and easy to navigate, making it simple to manage calls, set up call flows, and access features without extensive training or technical expertise.
Useful Collaboration Features: Freshcaller offers features like call transfer, call conferencing, and shared call notes, which can enhance team collaboration and streamline communication within a business.

Cons

Reliability Issues: Users have reported frequent call drops and connectivity problems, leading to frustration and disruption of business operations.
Limited Features: Some users find Freshcaller lacking advanced features commonly found in other business phone systems, such as detailed call analytics or integrations with specific CRM software.
Customer Support Concerns: There have been complaints about the responsiveness and effectiveness of Freshcaller's customer support, leaving users feeling unsupported when encountering technical difficulties.

Researcher's Summary:

Is Freshcaller a breath of fresh air in the world of business phone systems? User reviews from the past year suggest that it might be, but it's not without its quirks. Many users praise Freshcaller for its user-friendly interface, finding it a breeze to set up and navigate compared to more complex systems like RingCentral or Dialpad. This ease of use is particularly valuable for smaller teams or businesses new to VoIP, as it allows them to hit the ground running without a steep learning curve.

However, some users find Freshcaller's feature set to be somewhat limited, especially when compared to industry heavyweights. For instance, while it offers basic call center features like call queues and IVR, it lacks more advanced functionalities such as comprehensive analytics and integrations with popular CRM platforms. This makes Freshcaller a good fit for businesses with straightforward phone needs, but perhaps not ideal for those requiring a more robust, feature-rich solution. Ultimately, Freshcaller seems best suited for small to medium-sized businesses that prioritize simplicity and ease of use over a vast array of advanced features. It's a solid, no-frills option for those who just need a reliable and user-friendly business phone system without the bells and whistles.

Key Features

Local Numbers: Expand business operations to different locations without making infrastructural investments. Cut down on costs and get featured in local directories. Enhance approachability by using local numbers. Mask primary business numbers and manage calls on a single number.
Toll-Free Numbers: Provide a free number to customers making it convenient for them and encourage more calls. Use easy to remember vanity numbers to ensure a higher recall value, leading to improved sales. Allow customers to contact the organization from across the globe.
Call-Masking: Increase familiarity among customers by masking helpline numbers with a local number. Buy phone numbers for over 40 countries. Distribute incoming calls and route them to the appropriate agents.
Number Porting: Allow quick number porting and retain old phone numbers. Access functions such as routing capabilities, Interactive Voice Response (IVR), call transfers and more. Connect with clients seamlessly with no service-related issues. Port numbers without extra costs.
Bring Your Own Carrier: Select a phone number carrier that is best suited for business needs. Access features including, IVR, callbacks, voicebots, intelligent call routing and more. Eliminate the hassles involved in shifting carriers to access cloud telephony system functions. Pay only for what you use.
Voicemail: Avoid missing any incoming calls by directing messages to the voicemail. Customize voicemail greetings, instruct callers on what to mention in the voicemail to help them feel heard even if they don’t reach a team member. Access voicemails whenever required.
Set Business Hours: Route phone conversations to the appropriate teams based on work schedules. Include break timings to get a clearer picture of phone operations. Alter call routings based on call volumes. Use automatic call routing to manage calls globally.
Multiple-Level IVR System: Segment incoming calls and resolve caller queries by routing calls to the appropriate team using IVR. Collect feedback quickly via IVR surveys. Get valuable input from callers and improve customer satisfaction.
Shared Call Appearance: Assign one number to various devices. Allow users to contact one central number to resolve issues. Don’t get tied to one location. Simplify call handling and allow any agent to take incoming calls. Increase call visibility and enhance team collaboration by providing one number to the entire team.
Power Dialer: Reduce manual effort and improve efficiency. Allow sales representatives to connect rates without wasting time in copy-pasting numbers. Reach out quickly to the SalesForce contacts. Manage and monitor the outbound calling list.
Call Lifecycle: Capture approximately 50 events related to both outgoing and incoming calls. Get visibility into the complete life cycle of customers. Attain information about call handling time, call duration and more. Analyze the efficiency of wait queues and use the data to improve the call flows. Evaluate and keep a tab on agent performance.
Call Queue Management: Reduce the number of missed calls. Decrease the number of call abandonment cases by using the callback option. Enable equal call distribution and ensure team organization.
Automatic Call Distribution: Route calls to the appropriate agents instantly, resulting in fewer escalations. Focus more on attending calls and resolving customer queries rather than transferring calls.
Reporting: Allow the phone team to analyze the working and health of the call center successfully. Identify trends and employ measures to improve customer satisfaction. Obtain a thorough understanding of hold time, average talk time, number of call transfers and more. Download a detailed call summary report including all the incoming and outgoing calls and evaluate the performance of all team members.
Service Level Monitoring: Manage customer experience from anywhere. Monitor global service levels and supervise teams virtually. Identify the groups or queues that do not maintain the targets, understanding the root cause of issues within the call center.
Call Notes: Capture important information during calls. Attach call notes to call transfers and effortlessly transfer conversation contexts. Analyze calls and the quality of conversations.
Click to Call: Identify phone numbers automatically on any website. Make outbound calls quickly. Disable the click-to-call functionality on particular pages if required. Access call details in the Call Metrics tab. Avoid time wasted on dialing every phone number manually. Eliminate the possibility of dialing wrong numbers.
After Call Work: Document every customer interaction and follow up on client requirements after every call, cutting down on the need to juggle calls continuously. Monitor agent calls and provide the necessary feedback.