Freshcaller

What is Freshcaller: An Overview

Freshcaller is a cloud-based business phone system with advanced functionalities designed to streamline customer support operations. A brainchild of the reputed Freshworks, Freshcaller allows businesses to handle customer queries using virtual numbers that aren’t tied to a specific device or location.

Freshcaller offers different types of virtual numbers in 50+ countries including local, vanity, international, and toll-free numbers. This increases the credibility of your business and adds a professional image to the brand. It also allows for hassle-free porting of existing numbers.

Freshcaller is easy to set up and has an intuitive dashboard and user-friendly features. It has advanced features including call recording, virtual queuing, multi-level IVR system, warm transfers, etc. that help streamline high call volumes and enhance the efficiency of your customer support teams.

Freshcaller can be customized to meet industry-specific requirements. It goes well on desktop, laptop, and mobile devices, so you can attend to customer support requests even when you are not physically present at the desk. This makes Freshcaller ideal for businesses with a distributed workforce.

Freshcaller monitors agent performance by tracking conversation history and using advanced analytics. This helps businesses make informed, data-driven decisions when it comes to customer support operations.

Freshcaller works well with other Freshwork products like Freshchat and Freshdesk. It also offers inbound caller IDs based on which you can identify caller expectations route them to the right department or agent, and improve first contact resolution rates.

Freshcaller Reviews

Freshcaller Pricing

Freshcaller has four different pricing plans to meet the affordability needs of different businesses. It offers a 14-day trial period so you can play with the features before you subscribe.

• A. Growth Plan – $15/agent/ month (Billed yearly):- The Growth plan extends the free plan with additional features like number porting, call queuing, voicemail, warm transfers, call recording, pre-built reports, and parallel calling. It also offers free talk time of up to 2,000 incoming minutes per month. This plan is suitable for small-scale businesses that require additional features in their growth and evolution phase.
• B. Pro Plan – $39/ agent/month (Billed yearly):- The Pro plan has all the features of the Growth plan along with premium features like holiday routing, call barging, call monitoring, routing automation, IVR, custom reports, call conferencing, and agent extensions. It allows a free talk time of 3000 minutes per month. The Pro plan is appropriate for medium-scale businesses that require advanced features to streamline their customer support operations.
• C. Enterprise Plan – $69/ agent/month (Billed yearly):- The Enterprise plan encompasses all the features of the Pro plan and has additional features like speech-enabled IVR, abandoned call metrics, service level monitoring, and so on. Under the Enterprise plan, users get a free talk time of 5,000 minutes per month. The enterprise plan is ideal for enterprises that demand a higher level of customization and advanced abilities.

*All prices are in USD, and you can choose between monthly or yearly billing.

Price Comparison

Though Freshcaller offers multiple pricing plans to cater to the affordability needs of different businesses, it should be noted that the premium plans are way more expensive and carry limited features when compared to CallHippo. We have included the pricing plans of CallHippo and FreshCaller to offer a deeper understanding of the two.

Freshcaller Features

1. Business Phone Numbers

Freshcaller offers various types of virtual numbers including toll-free and local phone numbers. This way, you can call an international customer using a local phone number even without a physical presence in the country.

2. Multi-level IVR

Freshcaller has a multi-level IVR that collects information from the caller and routes the incoming call based on the input received. Doing so helps businesses handle high-volume calls without hassles and lowers the waiting time for callers.

3. Call Conferencing

The call conferencing feature in Freshcaller allows adding agents to an ongoing call when there is a need for additional help in solving customer requests. Call conferencing helps avoid escalations and enhances the first contact resolution rates.

4. Interaction History

Access call and conversation history anytime so agents can offer a quicker resolution to customer queries. It also helps weed off the frustration of customers having to repeat everything from scratch and supports agents in offering personalized solutions.

5. Call Notes

Make detailed notes of customer calls using the call notes feature which is then added to the call history. The agents can share the notes with other agents or supervisors during transfers and call follow-ups eliminating the need for switching from one tool to another.

6. Power Dialer

Freshcaller has a robust power dialer feature that automates the dialing process during outbound calls eliminating the manual task of searching, sorting, copying, and dialing a number every time. It helps agents reach out to more customers in a short span of time.

7. Automated Notifications

On Freshcaller, agents get notifications on the desktop when there is an incoming call. The best thing about this feature is that it notifies the agent even when they are on another application or have minimized the window of the browser.