Freshcaller

Freshcaller

Cloud call center for customer support & sales

4.4/5 (10 reviews)

Freshcaller Overview

Freshcaller is a cloud call center and 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 40+ 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.

Pricing

Starting from
US$25,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States

Supported Languages

English

Freshcaller Reviews

Overall rating
4.4/5
90% positive reviews
6
Excellent
3
Very good
0
Average
1
Poor
0
Terrible
Mian M.

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
Daniel H.

Technology is fine. Customer support is not

Used Daily for 1-5 months
Reviewed on 2019/06/04
Review Source: Capterra

We are using FreshCaller as our primary phone line for one of our software products.

Pros

User interface is intuitive and easy. Call quality is great, never had any bad connections with poor audio quality.

Cons

There isn't a customer support phone number. No chat system for support either.

We also use FreshDesk and there is a support chat for that. The support staff for FreshDesk is friendly and supportive so I'm not sure why FreshCaller support is so lackluster...

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

2.0/10
Yan F.

We use it as online calling solution.

Used Daily for 6-12 months
Reviewed on 2018/03/30
Review Source: Capterra

Easy to set up online phone that works greatly with Freshsales.

Pros

We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it. It works and prices are quite close to Skype business.

Cons

They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Increase the quality of customer service

Used Daily for 6-12 months
Reviewed on 2019/04/19
Review Source: Capterra

Pros

The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner. Regardless of tech ability, our team is able to use this service with ease.

Cons

The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Latasha H.

It takes about 5 minutes to setup

Used Weekly for Free Trial
Reviewed on 2019/04/04
Review Source: Capterra

I am a HUGE fan of the Freshworks suite including this little nugget, Freshcaller. I needed a solution quickly for my virtual assistant and sales coordinator to be able to make calls from a single phone number. Although we are all in the same state, we live in different cities, so this was a gem to find. Now they can make calls under my business phone number, local to the city I am in to maintain consistency. The icing on top is that integration with Freshsales, which I use daily. I can make call directly from my Freshsales dashboard in just a couple of clicks. Truly a game-changer.

Pros

The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.

Cons

I noticed the app does not allow Google Sign-in, so adding that as an option would be great. My business uses the GSuite ecosystem and most of the apps we use have this option.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Freshcaller Pricing

Starting from
US$25,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Sprout - Free
Blossom - $25 per agent per month (paid monthly) and $19 per agent per month (paid yearly)
Garden - $49 per agent per month (paid monthly) and $40 per agent per month (paid yearly)
Estate - $59 per agent per month (paid monthly) and $75 per agent per month (paid yearly)

Freshcaller Features

  • API
  • Activity Dashboard
  • Reporting & Statistics

  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

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 40 countries, as well as offer toll-free numbers for Australia, Canada, UK and USA.

  • 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$25,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Sprout - Free
    Blossom - $25 per agent per month (paid monthly) and $19 per agent per month (paid yearly)
    Garden - $49 per agent per month (paid monthly) and $40 per agent per month (paid yearly)
    Estate - $59 per agent per month (paid monthly) and $75 per agent per month (paid yearly)

    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:

    Large Enterprises, Mid Size Business, Small 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

    Q. What level of support does Freshcaller offer?

    Freshcaller offers the following support options:

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