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Freshcaller Review (2024)

Reduce costs and get better reporting for large call volume businesses
By Daniel BlechyndenBy Daniel Blechynden -
Last Updated: May 31, 2023
85 reviews
by
logo-FRESHCALLER
Visit Site
Pricing
Up to $83/month
Video conferencing
None
Free Trial

Our Verdict

Is Freshcaller Worth Signing Up For?

Freshdesk Contact Center offers advanced VoIP solutions with a focus on businesses with large support request volumes. Along with the expected voice and text communication tools, there are loads of other features. 

These include things like advanced IVR, data collection and analytics, and voicebots. Security and support are both decent, but Freshdesk is in the higher price range, and you will pay call charges on all outbound minutes.

Pricing
Up to $83/month
Video conferencing
None
Free Trial

Freshcaller at a Glance

8.6
Editorial Score

Features

IVR, predictive dialer, and third-party integrations
8.0

Uptime

Website lists only 99% uptime without decimals that can impact the time
6.0

Integrations

Large app marketplace with 33+ integrations
10.0

Support

24/5 phone and live chat support and 24/7 email support
9.0

Analytical Tools

Real time call analytics, call center analytics, customizable reports and insights, and 3rd party analytical tools
10.0

Freshcaller Pros & Cons

PROS

Integrated voicebots
Free, pay-as-you-go plan
Excellent self-help resources

CONS

Lots of per-feature fees
Over-the-top for small businesses

Top Freshcaller Reviews

PP
Peregrine Pole-Carew
EXCELLENT ASSISTANCE
EXCELLENT ASSISTANCE
DF
Doxadigital Team for Freshwork
Freshworks is very helpful in our work
Freshworks is very helpful in our work, especially in Freshsales which we often use in our daily life. Honestly, there are lots of features that are always provided by Freshsales and it makes it very easy for our sales team. Thank you Freshworks
Ma
Maran
Absolutely beautiful
Absolutely beautiful, intuitive software
See all Freshcaller reviews

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Freshcaller Freshcaller Visit Site

Overview

How Freshcaller Works

Freshdesk Available Features

Freshdesk is backed by loads of great features. As well as the VoIP basics, including voicemail, call recording, hours-based routing, call monitoring, and call conferencing, it comes with various tools to help you manage customer support requests and streamline business workflows. 

A wide selection of phone numbers

Freshdesk enables you to select from local, toll-free, or vanity numbers for your business, and international numbers are available in more than 50 countries across the globe. However, it is important to note that Freshdesk does not allow you to keep your existing number.

Advanced IVR

One thing that makes Freshdesk Contact Center the best option out there is its advanced interactive voice response (IVR) tools. These enable you to create interactive menus that callers can use to ensure they are connected to the relevant team member or department. Both voice recognition and keypress systems are supported, enabling you to customize your auto-receptionist as required. 

Voicebots

Another thing that’s quite unique to Freshdesk is its use of voicebots. You can configure voicebots—AI-powered voice responders, like chatbots—to answer your phones at any time, providing answers to simple questions and ensuring that incoming calls aren’t missed. Where required, you can instruct your voicebot to direct a caller to a live support agent or open a new support ticket. 

Data collection & analytics

There are loads of data collection and analytics tools on offer from Freshdesk, particularly with the more expensive plans. For example, you can record calls, monitor live calls, and supervise agent performance through the real-time analytics dashboard. You can also track and monitor various metrics, including information about every individual call. 

Ticketing

Freshdesk’s powerful ticketing system allows businesses to create tickets from any channel (chat, email, etc.), in a collaborative workspace with collision detection (to see who else is replying) and service-level agreements targets (like answering customers within 30 minutes). This makes it much easier to carry on conversations with customers across multiple conversations and even multiple service agents. 

Security and Reliability

As part of the larger Freshworks ecosystem, Freshdesk boasts excellent security features across the board. Its cloud-based solutions are built on the AWS cloud, a high-end platform known for its commitment to data security. All data is fully encrypted while in transit and at rest, reducing the risk of it being stolen by malicious third parties. 

Additionally, Freshdesk offers a unique feature that automatically anonymizes customer data after 30 days to further enhance privacy, ensuring comprehensive protection and peace of mind for its users.

On top of this, you will be able to use various access controls and user permission tools to determine which employees can access which parts of the software. The entire Freshdesk ecosystem is extremely resilient, and you shouldn’t have any issues with reliability or downtime. 

Freshdesk Integrations

Freshdesk integrates with a number of different agent productivity, CRM, and ecommerce platforms to help you manage daily workflows. It offers seamless integrations with many well-known platforms, such as Zoho CRM, Salesforce, HubSpot, Microsoft Dynamics, Shopify, Magento, and WooCommerce. 

There are 100+ native integrations available. However, this number includes Zapier, a third-party app that enables you to create custom integrations with just a few clicks. You won’t need any special tech skills to use it, and it enables you to link any of hundreds of different programs to Freshdesk in a customizable manner.

Freshcaller App

The Freshdesk mobile app is available for both Android and iOS devices. It enables you to access virtually every feature of your VoIP software from the comfort of your mobile device, and it’s super user-friendly and intuitive. However, it is worth noting that the Freshdesk app is less tailored toward helpdesk tools.

Freshcaller Customer Support

Freshdesk Contact Center plans come with 24/7 email support. However, it can be a little slow, so expect to wait for a response. The 24/5 phone and live chat support offer much better options for having your questions answered in a timely manner, but they are only available with a paid subscription. 

On top of this, Freshworks has an entire support site dedicated to Freshdesk Contact Center. Here, you will find a wide range of FAQs, tutorials, guides, and in-depth how-to articles. You’ll also find a community forum where you can discuss issues or ideas with like-minded people, but it’s not very active. 

There’s a selection of other useful resources available for free. These include comprehensive user guides, an informational blog, and a number of educational whitepapers and eBooks. 

Freshcaller Pricing

Pricing & Special Offers

FreshDesk Contact Center is available with 4 different subscription options. The first, a free base plan, enables you to purchase local or toll-free numbers. Prices start from as low as $1 per month for a local number or $2 per month if you want to go toll-free. 

You will also pay call charges on both inbound and outbound calls, which range from $0.016 to $0.045 per minute within the US. Call charges vary significantly if your phone agents or customers are located internationally. 

The Growth plan costs $20 per agent, per month ($15 with annual billing) and adds 2000 free incoming minutes per month. The Pro plan ($57 per agent, per month, $39 with annual billing) includes 3000 inbound minutes and a selection of advanced call-management tools. With the high-end Enterprise plan, which will set you back $90 per agent, per month ($69 with annual billing), you will get access to speech-enabled IVR, a voicebot, omnichannel routing, and 5000 free incoming minutes per month.

There are also 3 Omnichannel plans ranging from $35 to $119 per agent per month ($29 to $99 with annual billing). These add a range of ticketing and messaging tools designed to help you manage customer support and marketing workflows. However, these go above and beyond the scope of VoIP and should only be considered if they will be useful for your business. 

Along with subscription fees and call charges, there are a few other costs to be aware of. 

  • $0.003 per minute for call recording. 
  • $0.005 per minute if additional team members are added to conference calls. 
  • $0.005 per minute if calls are monitored or barged into. 
  • $0.004 per minute for voicemail transcription.

Freshdesk offers a 21-day free trial that you can use to test the software. 

Relative to the market, this pricing places Freshdesk on the more affordable side of things, especially for small businesses looking to take advantage of the Growth plan. 


Free
Growth
Pro
Enterprise
Price per agent, per month
Free
$18
$47
$83
Price per agent, per year
Free
$180 (Save 17%)
$468 (Save 17%)
$828 (Save 17%)
Included incoming minutes
0
2000
3000
5000
Voicemail
X
Call recording
X
IVR
X
X
Omnichannel routing
X
X
X

Freshcaller Alternatives

How Freshcaller Compares to Other Voip Services


Freshdesk 

Ooma Office

Grasshopper

Dialpad

Base price

$18/user/month plus fees

$19.95/user/month

$23/month for 4 extensions

$20/user/month

Free trial

21 days

No

7 days

14 days

Mobile app

Yes

Yes

Yes

Yes

Video calling

No

Yes (with upgrade)

No

Yes

Integrations

Yes

No

No

Yes

Support

24/7 email, 24/5 phone, 24/5 live chat, support site

24/7 phone, 24/7 live chat, support site

24/7 phone, support site

24/5 email, 24/5 live chat, 24/7 phone (with upgrade), support site

Freshdesk vs Ooma Office

While Freshdesk is catered towards those requiring contact center and customer support tools, Ooma Office has a more traditional VoIP offering. Its no-frills voice, text, and video conferencing tools are great for those who require a basic business communications system without the extra tools Freshdesk offers. Ooma Office is also more affordable and includes unlimited minutes, meaning that there are no call charges. 

Freshdesk vs Grasshopper

Grasshopper is an exceedingly straightforward VoIP service provider that offers simple text and voice communication solutions. It’s very affordable, but it doesn’t offer anything near the advanced tools that Freshdesk Contact Center has. 

Freshdesk vs Dialpad

Dialpad is an excellent VoIP option for smaller businesses and those that don’t require a large number of extra features. It includes video conferencing and streamlined integrations, along with basic workflow-management tools. Freshdesk is certainly a better option for larger businesses requiring support center solutions, but it’s much higher-cost than Dialpad overall. 

Freshcaller Freshcaller Visit Site

Bottom Line

Overall, Freshdesk provides exceptional service across the board. However, its VoIP solutions aren’t aimed at small businesses. Instead, it focuses on delivering call-center VoIP solutions to businesses dealing with high support request volumes. 

One thing that stands out about Freshdesk is the excellent range of features on offer. As well as the expected call-management tools, you will have access to an advanced IVR tool, voicebots, data and analytics tools, and more. There are various integrations with popular third-party platforms, including HubSpot and Salesforce. 

Freshdesk also boasts decent security. It’s built on the AWS cloud, which is an industry leader in the cloud computing space. Customer service is limited with a free account, but there are numerous options to choose from with a premium plan. There’s also a wide range of self-help resources available through the Freshdesk support site. 

Frequently Asked Questions
How much does Freshdesk cost?+-

Freshdesk Contact Center is available for free, although you will have to pay for your phone number and per-minute fees for both inbound and outbound calls. There are also 3 premium subscriptions, with prices ranging from $18 to $83 per agent per month, plus call and other charges. Annual discounts are available.

Is Freshdesk a good option for a small business?+-

Freshdesk offers advanced contact center solutions targeted at businesses with high support request volumes. It’s certainly a viable option for small businesses, but costs may be high. There’s also a large number of tools that probably won’t be useful for a smaller business.

What is Freshdesk’s most popular plan?+-

Freshdesk labels its highest-tier Enterprise plan as its most popular. It costs $83 per user per month ($69 with annual billing) and includes a wide range of VoIP and call center features. If you’re looking for more basic VoIP, the cheaper Growth ($18 per user per month) and Pro ($47 per user per month) plans present decent options.

Daniel Blechynden writes for Top10.com and specializes in tech, with a focus on web hosting and website building, personal finance and investing, the sciences, and digital marketing. He holds degrees in Chemistry and Marine Science from the University of Western Australia and has written for a number of leading publications, including TechRadar, Tom's Guide, CampingAussie.com, and IT Pro Portal.

Freshcaller reviews

Poor • Reviews 85
on
Excellent
32%
Great
9%
Average
6%
Poor
9%
Bad
44%
Sort by
PP
Peregrine Pole-Carew
2 years ago
EXCELLENT ASSISTANCE
EXCELLENT ASSISTANCE
DF
Doxadigital Team for Freshwork
2 years ago
Freshworks is very helpful in our work
Freshworks is very helpful in our work, especially in Freshsales which we often use in our daily life. Honestly, there are lots of features that are always provided by Freshsales and it makes it very easy for our sales team. Thank you Freshworks
Ma
Maran
2 years ago
Absolutely beautiful
Absolutely beautiful, intuitive software
AS
Ayshwarya Shankar
2 years ago
Easy to use
Easy to use. Kindly enhance reports accuracy.

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