Freshcaller

Modern Phone System for customer support & sales

4,1 /5 (21 reviews) Write a Review!

Freshcaller Overview

What is Freshcaller?

Freshcaller is a cloud based modern phone system for every type of business that helps improve customer engagement and collaboration with internal teams. Users can purchase local and international toll-free numbers, get real-time visibility into call queues and ongoing conversations, route calls to specific agent groups, set up custom business hours for each department, and more.

Freshcaller enables organizations to manage call queues using an auto-receptionist with customizable wait time music to promote new products or services. Users can set up custom business hours and automated actions for each department, and route calls from IVR to specific call queues and agent groups. Organizations can purchase local business numbers for 90+ countries, as well as toll-free numbers for USA, Canada, Australia, and UK to improve convenience for customers.

Freshcaller’s dashboard provides real-time visibility into call queues, ongoing conversations, and agents’ presence status based on availability, on-going calls, after call work, or training. Agents can manage ongoing calls and take notes, forward calls to different agent groups, conference other agents to an ongoing call, and more. Users can look-up contact info by searching names or phone numbers, and view detailed call logs including call recordings with detailed call lifetime metrics.

The platform records all past customer conversations and interaction history, allowing users to filter through call logs based on numbers, agents, contacts, call queues, and call direction, as well as perform a dynamic search through call notes to get additional context. Freshcaller’s additional features include call blocking, call barging, desktop notifications, custom greetings, call masking, reporting, and more.

Freshcaller Overview

Pricing

Starting from
US$15,00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Sprout - Free
Blossom - $15 per agent per month (paid yearly) and $19 per agent per month (paid monthly)
Garden - $29 per agent per month (paid yearly) and $39 per agent per month (paid monthly)
Estate - $45 per agent per month (paid yearly) and $59 per agent per month (paid monthly)
Forest - $69 per agent per month (paid yearly) and $99 per agent per month (paid monthly)


Freshcaller Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
English

Media

Monitor calls in real-time and join in on calls even when working remotely
Call conferencing lets users add other agents to an ongoing call and have a multi-way conversation
The interactive voice response system (IVR) lets users route customer calls to teams or agents with a customizable call flow mechanism
Create custom voicemail messages and greetings
Offer toll-free numbers in US, UK, and Canada to solicit new leads
Create custom business hours for every department
Acquire and utilize local phone numbers using Freshcaller to connect with customers around the globe
Freshcaller video Freshcaller screenshot: Monitor calls in real-time and join in on calls even when working remotely Freshcaller screenshot: Call conferencing lets users add other agents to an ongoing call and have a multi-way conversation Freshcaller screenshot: The interactive voice response system (IVR) lets users route customer calls to teams or agents with a customizable call flow mechanism Freshcaller screenshot: Create custom voicemail messages and greetings Freshcaller screenshot: Offer toll-free numbers in US, UK, and Canada to solicit new leads Freshcaller screenshot: Create custom business hours for every department Freshcaller screenshot: Acquire and utilize local phone numbers using Freshcaller to connect with customers around the globe

Freshcaller Reviews

Freshcaller Reviews

Overall rating
4,1
/
5
Excellent
9

Very good
8

Average
2

Poor
2

Terrible
0

Value for Money
3,9
Features
3,8
Ease of Use
4
Customer Support
3,9
81% recommended this app
Mian M.

Customer Service Made Easy

After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier


Dave W.

Freshcaller for SMBs

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.


Bo B.

Product is okay - handy to have everything connected - technical support is overwhelmed

My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.


Ewan F.

Easy to setup , good reporting

We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.


Tuija M.

Too many features

Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.


Mian M.
Industry: Information Technology & Services
Company size: 11-50 Employees

Customer Service Made Easy

Used Daily for 2+ years
Reviewed on 2019/10/10
Review Source: Capterra

After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier

Pros

1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features
2. Get entire call history with cost and recordings
3. Cost effective compared to larger companies
4. Seamless integration with all products

Cons

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Dave W.
Industry: Financial Services
Company size: 11-50 Employees

Freshcaller for SMBs

Used Daily for 1+ year
Reviewed on 2020/07/30
Review Source: Capterra

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.

Pros

Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.

Cons

Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Bo B.
Industry: Mental Health Care
Company size: 2-10 Employees

Product is okay - handy to have everything connected - technical support is overwhelmed

Used Daily for 6-12 months
Reviewed on 2019/12/04
Review Source: Capterra

My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.

Pros

I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.

Cons

My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Ewan F.
Industry: Hospitality
Company size: 51-200 Employees

Easy to setup , good reporting

Used Daily for 1+ year
Reviewed on 2019/12/03
Review Source: Capterra

We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.

Pros

Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.

Cons

The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Tuija M.
Industry: Nonprofit Organization Management
Company size: 51-200 Employees

Too many features

Used Daily for 2+ years
Reviewed on 2019/12/12
Review Source: Capterra

Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.

Pros

Our service team can contact and call our customers by the system and not use their own phones and phone numbers.

Cons

On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

User recommendation
7,6/10
Based on 21 user ratings
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Freshcaller Pricing

Freshcaller Pricing

Starting from
US$15,00/month
Free Trial
Free
Subscription
Value for money

Sprout - Free
Blossom - $15 per agent per month (paid yearly) and $19 per agent per month (paid monthly)
Garden - $29 per agent per month (paid yearly) and $39 per agent per month (paid monthly)
Estate - $45 per agent per month (paid yearly) and $59 per agent per month (paid monthly)
Forest - $69 per agent per month (paid yearly) and $99 per agent per month (paid monthly)

Sprout - Free
Blossom - $15 per agent per month (paid yearly) and $19 per agent per month (paid monthly)
Garden - $29 per agent per month (paid yearly) and $39 per agent per month (paid monthly)
Estate - $45 per agent per month (paid yearly) and $59 per agent per month (paid monthly)
Forest - $69 per agent per month (paid yearly) and $99 per agent per month (paid monthly)

Value for Money
3,9/5
Based on 21 user ratings
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Freshcaller Features

Freshcaller Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
3,8/5
Based on 21 user ratings
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Categories

Additional information for Freshcaller

Additional information for Freshcaller

Key features of Freshcaller

  • Agent presence status
  • Answer in a browser
  • Auto-receptionist
  • Automatic call recording
  • Business hours
  • Call barging
  • Call blocking
  • Call conferencing
  • Call failover
  • Call forwarding
  • Call from any number
  • Call logging
  • Call logs
  • Call masking
  • Call monitoring
  • Call notes
  • Call queue visbility
  • Call transfer to teams
  • Contextual response and inplace editing
  • Custom greetings
  • Customer interaction history
  • Desktop notifications
  • Global phone usage
  • In-call actions
  • Inbound call center
  • Inbound caller ID
  • Information extensions
  • International numbers
  • Local phone numbers
  • Multi-level IVR
  • Port-in numbers
  • Real-time dashboard
  • Real-time phone provisioning
  • Reporting
  • Route to groups
  • Shared lines
  • Toll free numbers
  • Vanity numbers
  • Virtual call center
  • Voicemail
  • Wait queues
  • Warm transfer

Benefits

Freshcaller helps manage call queues by allowing organizations to automate actions for every number and automatically routing calls to specific queues, agent groups, and more.

Users can set up custom business hours for each department or team, and operate call centers based on the specific times and days that suit their business.

Create custom voicemail messages and greetings by uploading a file, recording a personalized message or using Freshcaller's text-to-speech converter to prompt callers to record a voice-mail.

Call masking features allow businesses to establish their local presence by providing customers with a local number for a specific location, masking their helpline number.

Businesses can buy local business numbers for over 90 countries, as well as offer toll-free numbers for Australia, Canada, Europe, UK and USA.

Freshcaller FAQs

Freshcaller FAQs

Below are some frequently asked questions for Freshcaller.

Q. What type of pricing plans does Freshcaller offer?

Freshcaller offers the following pricing plans:

Starting from: US$15,00/month

Pricing model: Free, Subscription

Free Trial: Available

Sprout - Free Blossom - $15 per agent per month (paid yearly) and $19 per agent per month (paid monthly) Garden - $29 per agent per month (paid yearly) and $39 per agent per month (paid monthly) Estate - $45 per agent per month (paid yearly) and $59 per agent per month (paid monthly) Forest - $69 per agent per month (paid yearly) and $99 per agent per month (paid monthly)

Q. What are the main features of Freshcaller?

Freshcaller offers the following features:

  • Agent presence status
  • Answer in a browser
  • Auto-receptionist
  • Automatic call recording
  • Business hours
  • Call barging
  • Call blocking
  • Call conferencing
  • Call failover
  • Call forwarding
  • Call from any number
  • Call logging
  • Call logs
  • Call masking
  • Call monitoring
  • Call notes
  • Call queue visbility
  • Call transfer to teams
  • Contextual response and inplace editing
  • Custom greetings
  • Customer interaction history
  • Desktop notifications
  • Global phone usage
  • In-call actions
  • Inbound call center
  • Inbound caller ID
  • Information extensions
  • International numbers
  • Local phone numbers
  • Multi-level IVR
  • Port-in numbers
  • Real-time dashboard
  • Real-time phone provisioning
  • Reporting
  • Route to groups
  • Shared lines
  • Toll free numbers
  • Vanity numbers
  • Virtual call center
  • Voicemail
  • Wait queues
  • Warm transfer

Q. Who are the typical users of Freshcaller?

Freshcaller has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does Freshcaller support?

Freshcaller supports the following languages:

English

Q. What type of pricing plans does Freshcaller offer?

Freshcaller has the following pricing plans:

Free, Subscription

Q. Does Freshcaller support mobile devices?

Freshcaller supports the following devices:

Android, iPhone, iPad

Q. What other apps does Freshcaller integrate with?

Freshcaller integrates with the following applications:

Freshdesk, Freshservice, Freshworks CRM

Q. What level of support does Freshcaller offer?

Freshcaller offers the following support options:

Phone Support, Online Support, Knowledge Base, FAQs, Video Tutorials