Freshdesk Contact Centre

Who is Freshdesk Contact Centre for?

Contact Centre Teams
Sales and Marketing Teams
Small Business Owners

What are the benefits of Freshdesk Contact Centre?

Easy-to-Use
Insightful analytics
Multi-channel support
Time-Saving Automation

Things to consider

Integration Options
Limited Customization
Pricing Structure
Training Required

We may earn a commission for purchases using our links. Disclosure Statement.

Start your 21-day free trial. No credit card required. No strings attached.

The Freshdesk marketplace has over 500 apps that are built to help you extend your support capabilities. You can also build custom apps on Freshdesk.

Empower your customers to resolve their issues on their own by maintaining a vast and strong self-service portal using Freshdesk.

The dashboard and reports in Freshdesk let you monitor real-time metrics, track and measure progress, and prevent any bottlenecks.

The Freshdesk phone and chat channels seamlessly integrate with Freshdesk and lets your support team carry out their day-to-day activities with ease.

Freshdesk: the best contact center software on the cloud

When the knowledge base is a part of the contact center software that you use, it becomes easy for your team to document frequently asked questions and write solution articles.

Having real-time data in a dashboard helps you stay on top of metrics that matter the most to your team.
In order to measure important metrics like the volume of incoming requests, agent productivity, resolution time, etc. and keep track of key performance indicators, your contact center software needs an inbuilt analytics and reporting feature.

Apart from increasing the agent’s productivity, it also gives them context on the issue.

To save your agents’ time, look for a software that allows easy collaboration.
If your agents have to switch between tools to collaborate, it affects their productivity and takes up a lot of their time.
Sometimes, to resolve a customer’s issue, your team members might have to collaborate within themselves, with another team, or a third-party who isn’t a part of your system.
This way, you can prioritize important requests, assign them to the right groups or agents, tag conversations, and track progress.
Hence, you need a powerful feature that lets you filter relevant mentions, posts, and comments.
A business that fails to do this can get its brand image tarnished.
When customers reach out to a business using social media, they expect their issues to get resolved in a short span of time.

Once you’ve selected between the on-premise and cloud-based solutions, you need to look for features that will enable your team to reach their optimal level of production and deliver moments of wow.

The updates from the service provider require no slips in performance:

Security for a cloud-based solution is taken care of by the service providers.
Your team can access a cloud contact center from anywhere as long as there is a live network connection.
To get started with a cloud-based solution, you need to create an account for your company and just log in to the tool.
For updates and upgrades to be implemented, they require a shutdown of operations.
Businesses using an on-premise solution invest heavily on security features to protect their data and mitigate cross-site scripting.
Since the software is hosted on the company’s server, it isn’t easy to access the tool outside your office premises.
To set up an on-premise solution, you will need the help of an experienced IT professional and the hosted partner to install the software.

To help you pick between the two types of solutions, we’ve listed a detailed comparison below:

Based on the nature of your organization and the workflow, you can choose between the two types of contact center solutions: on-premise and cloud-based solutions.
The main difference between the two solutions lies in the way they are hosted. While an on-premise solution is hosted on a business’s local server, a cloud-based solution is delivered over the internet.

How to pick the best contact center software for your team?

A contact center software streamlines incoming requests from different channels into one platform and serves as a one-stop shop for you to engage with your customers by retaining complete context of their issues.

Be it chat, Twitter, Facebook, or email, engaging with customers without losing context on their issues is the key to providing a true omnichannel experience.

To add on, customers want a unified experience across channels. For your team, this translates to having enough context about a customer’s issue before getting back to them.

Customers today prefer to reach out to support teams through the channel of their choice and do not restrict their engagement with a brand over email or phone. Sometimes, customers even use multiple channels to reach out to businesses.

Why does your team need a contact center software?

A contact center is an advanced version of a call center. While the capabilities of a call center software are limited to business phone communication, a contact center software lets you engage with customers across channels.

A call center and a contact center are often used synonymously. However, the two terms vary in meaning. A call center is a hub for business or customer conversations that occur through the phone channel alone. A call center system is used by phone teams to engage with customers or prospects.

A contact center is a hub for all customer conversations coming in through email, phone, chat, and social media. A contact center software is used by customer-facing teams to handle customer conversations.

Everything you need to know about a contact center - how it varies from a call center, what the different types of contact center software are, and how to pick the best one for your team.

Features

Help & Support

Can Freshdesk Contact Center be integrated with other tools and applications?: Yes, Freshdesk Contact Center can be integrated with other tools and applications such as CRMs, helpdesk software, and messaging apps, to provide a seamless customer support experience.
What kind of support does Freshdesk Contact Center offer?: Freshdesk Contact Center offers 24/7 customer support via email, phone, and chat. It also provides extensive documentation, training resources, and a community forum to help users get the most out of the software.
What is Freshdesk Contact Center?: Freshdesk Contact Center is a cloud-based omnichannel contact center solution that helps businesses provide seamless customer support across multiple channels including voice, email, chat, social media, and messaging apps.
What are the key features of Freshdesk Contact Center?: The key features of Freshdesk Contact Center include call routing, IVR, call recording, real-time monitoring, agent performance tracking, omnichannel support, and integrations with popular CRMs.
Is Freshdesk Contact Center easy to set up and use?: Yes, Freshdesk Contact Center is designed to be easy to set up and use. It comes with a user-friendly interface and can be set up within minutes without any technical expertise.