FreshCaller US Review

A part of the FreshWorks brand, Freshcaller is a modern, cloud-based call center software for customer support, sales, IT, and HR teams. You can easily integrate other FreshDesk products, such as their FreshSales CRM to keep your whole sales process in one place. While it can easily be used by businesses of any size thanks to its variety of plans and pricing, it is especially effective for fast-growing businesses. The wealth of features and easy to upgrade pricing options means the service can grow along with your company.

FreshCaller offers four different pricing tiers, each suiting a different business setup best. Their free version is good for those who want to dip their toe into the water, although with it’s limited features you’d be better off claiming your 21-day free trial on the price plan you want to really get a feel for the product. 

The next tier, Blossom, is ideal for teams that are spread out across a few locations as it lets you synchronize your calling efforts through their application.

Their Garden plan is the perfect option for fast-growing teams that want access to the majority of the features without incurring higher costs. 

For global teams who are already well-established, the premium features are well worth the added investment of the Estate plan. This is their most recommended plan.

Forest plan is designed especially for enterprises and has unqiue features included like Smart Answer Voicebot, omnichannel routing and Speech-enabled IVR to name a few.

Whichever plan you choose, opting for annual billing rather than monthly will save you a good chunk of money in the long-run as their prices differ between the two plans.

With its cloud-based architecture, Freshcaller brings together the best of legacy features like IVR and advanced capabilities like Smart Escalations, Voicebots, and Customizable Performance Reporting to help you set up state-of-the-art call center operations. Freshcaller also offers phone numbers in 90+ countries.

Here are some other notable features:

Holiday Routing

While we all love to spend time away from the office during the holidays, you don’t want to miss out on those big deals you’ve been working so hard to close because of them. FreshCallers holiday routing helps to make sure this doesn’t happen by forwarding calls to a number you can reach over the holiday period. You can even create specialized call flows to handle holiday-specific inquiries. 

Warm Transfer

There’s nothing worse than being transferred to multiple agents when you’re making a call to a business. With the warm transfer features, you’re able to offset these issues by providing substantial data with each transfer. Your callers will no longer need to constantly repeat themselves during their calls.

Queue Callback

Long wait times while on the phone can be torture. With the queue callback feature, callers are able to request a callback when an agent is free, instead of staying on the line. With this, you’ll be able to reduce your hang-up rates. 

Call Monitoring

Combining their real-time dashboard with the ability to listen in on calls allows management to keep an eye on how their agents are faring. You can be sure response times are meeting targets and track each call in great detail.

Shared Phone Lines

Helping to keep your team working as one cohesive unit, the shared phone lines with FreshCaller are a dream. They help to reduce answer times by allowing any available agent to answer, and also make it easier for callers to know which number to dial.

FreshCaller is a plug-n-play system that makes it ideal for a quick and easy setup. There’s no hardware, no downloads, and no maintenance costs. It has been specifically designed to be simplistic and easy to use compared to other, similar VoIP services. Their detailed resources center is filled with answers to the most frequently asked questions to help you set up, and their customer support always receives good reviews for its effectiveness.