Freshcaller review August 2024: Features, call quality, integrations, and more
Tim Keary covers AI and cybersecurity for Fortune Recommends. Tim has been writing professionally on enterprise and small business technology solutions since January 2017. You can find his work published on Techopedia, Forbes, and VentureBeat.
Cassie is the business and banking editor at Fortune Recommends. She obtained her degree from Northern Kentucky University and is a certified SCRUM master. Prior to joining the team at Fortune Recommends, Cassie was a deputy editor at Forbes Advisor and a Central Operations Project Manager at Fit Small Business.
Freshcaller is a cloud-based VoIP phone system and contact center solution tailor-made for small businesses. Operating under the Freshworks brand, Freshcaller is one of the most popular business phone systems in the world, with over 60,000 customers. Users can purchase local or toll-free numbers from over 90 countries or port in an existing number from a service, such as Twilio or Google Voice.
The platform itself comes with a range of features, including call conferencing, call blocking, post-call transcripts, live dashboards, custom analytics, and artificial intelligence (AI)-powered voice bots that can respond to user support queries automatically.
All rates and fees are current as of June 27, 2024, and are subject to change.
Freshcaller
Price: | Starting at $18.00 per month |
Features: | Call conferencing, call blocking, and AI-powered agents |
Best add-ons: | Wait queues, call monitoring, and call conferencing |
Noteworthy integrations: | Salesforce, HubSpot, and Zapier |
Pros
- 14-day free trial
- Toll-free and vanity numbers available
- View inbound caller ID
- App for Android and iOS
Cons
- Must purchase business phone number separately
- Lots of essential features only offered as add-ons
- Lack of unlimited calling
Freshcaller service plan overview
Freshcaller’s entry-level plan is the free plan, which is only free in name, as you have to purchase minutes and local and toll-free numbers. You only start to get minutes included with your plan when you upgrade to the Growth plan at $18.00 per month, which comes with basic call queues and wait queues.
The next upgrade is the Pro plan, which we feel offers the best overall mix of features, including critical upgrades, such as call conferencing and call monitoring and clocks in at $47 per month with 3,000 incoming minutes included. Finally, the Enterprise version costs $83 per month with 5,000 minutes included and comes with features that include speech-enabled interactive voice response (IVR).
Discounts are available for customers willing to subscribe annually, rather than paying month-to-month.
Plans | Preisgestaltung | Free Trial or Plan Available? | Eigenschaften |
---|---|---|---|
Free | $0 | Yes | No free minutes Buy local numbers Buy toll-free numbers Inbound caller ID |
Growth | $18.00 | Yes | 2,000 incoming minutes a month free Everything in Free plan plus: Number porting Basic call queues Wait queues |
Pro | $47 | Yes | 3,000 incoming minutes a month free Everything in Growth plan plus: Holiday routing Call center agent statuses Call monitoring Call conferencing |
Unternehmen | $83 | Yes | 5,000 incoming minutes a month free Everything in Pro plan plus: Speech-enabled IVR Abandoned call metrics Service-level monitoring |
Free | |
---|---|
Preisgestaltung | $0 |
Free Trial or Plan Available? | Yes |
Eigenschaften | No free minutes Buy local numbers Buy toll-free numbers Inbound caller ID |
Growth | |
Preisgestaltung | $18.00 |
Free Trial or Plan Available? | Yes |
Eigenschaften | 2,000 incoming minutes a month free Everything in Free plan plus: Number porting Basic call queues Wait queues |
Pro | |
Preisgestaltung | $47 |
Free Trial or Plan Available? | Yes |
Eigenschaften | 3,000 incoming minutes a month free Everything in Growth plan plus: Holiday routing Call center agent statuses Call monitoring Call conferencing |
Unternehmen | |
Preisgestaltung | $83 |
Free Trial or Plan Available? | Yes |
Eigenschaften | 5,000 incoming minutes a month free Everything in Pro plan plus: Speech-enabled IVR Abandoned call metrics Service-level monitoring |
Best Freshcaller VoIP plan for small businesses: Pro Plan
Out of all the plans available, we think the Pro plan will meet the needs of most companies. That being said, it’s quite pricey and having to pay $47 per month per agent to access critical features, such as call conferencing and call monitoring, will likely put many companies off.
Companies that can overlook the price will find all the basic necessities covered under the Pro Plan, particularly if they can stay within the 3,000-minute monthly limit.
Pros
- Advanced call metrics
- Call monitoring
- Call conferencing
- Custom reports
Cons
- High cost
- Limited to 3,000 minutes a month free
- No abandoned call metrics
- No service level monitoring
Other services Freshcaller offers
It is important to note that Freshcaller offers a diverse range of features. Some of the top features included with the product are as follows:
- Call masking: Mask your calls under a chosen local number.
- Record custom greetings: Create personalized voicemail greetings and music to respond to user calls.
- Call segmentation: Use a private branch exchange (PBX) system to route calls to different agents and/or teams.
- Shared lines: Share phone numbers across multiple users and teams.
- Wait queues: Let callers know their position in the queue automatically while they wait to talk with your support agents.
- Call blocking: Block calls from certain users and regions automatically to reduce nuisance calls.
- Call recording: Record logs of customer calls to help monitor customer satisfaction and agent performance.
- Power dialer: Automate outbound dialing to help agents communicate with customers more efficiently.
The Freshcaller platform and customer support
Overall, the Freshcaller platform is simple enough, but it could be easier to navigate with more prominent labeling. In any case, it’s easy enough to configure the platform, create your contact list, and begin making and receiving calls.
The company website is also relatively easy to navigate, providing plenty of information about the platform’s core capabilities as well as those of other Freshworks solutions.
That being said, the website provides limited information about the availability of customer support, most notably failing to highlight what business hours the support team is available. Despite this, users can get in touch with support staff via phone at (866) 832-3090 or by email at [email protected].
We felt that Freshworks could do more to highlight how customers can get in touch with support staff and how long they should expect to wait to receive a response. The lack of clear chat support is also a major drawback in terms of potential support options.
Is Freshcaller secure?
Freshworks, the company behind Freshcaller, has fallen victim to a data breach in the past. The company blog notes an incident in 2021 where an attacker exploited a vulnerability in Codecov’s software to gain access to the private GitHub repository of Freshworks and several other companies.
During the incident, the hackers managed to gain access to the company’s generated credentials and source code. Besides this incident, there doesn’t appear to have been any other high-profile breaches.
When considering the lack of other breaches, alongside onboard security measures included with Freshcaller, such as call recording encryption, the option to configure role-based access controls, and secure sockets layer (SSL) certificates, we feel that Freshcaller can be considered safe to use.
Freshcaller user reviews
When it comes to user reviews, Freshcaller is generally received, scoring 4.1 out of 5 on G2, 4.0 out of 5 on Capterra, and 4.0 out of 5 on Software Advice. While these scores aren’t perfect, they are ranked well against even the top competitors in the business phone system market.
Positive reviews highlight the low cost of the solution, how easy it is to set up and use, and its integrations with other Freshdesk services. We also noted a lack of complaints about call stability, suggesting that the service is reliable on the whole.
In terms of complaints, many reviewers complained about the complexity of setting up reports and the lack of customization for call flows. Some users were also unimpressed with Freshcaller’s customer support, noting poor response times, which made it difficult to address service outages and other incidents when they occurred.
Compare Freshcaller alternatives
Learn more: read about the best cheap VoIP services.
Is Freshcaller right for you?
Freshcaller is a great place to start for small companies that need a basic business phone system with limited “free” minutes included. If you want a more full-featured phone system, you’re likely better off with a competitor such as RingCentral. With Freshcaller you need to pay for virtually every add-on, which can add up quickly, particularly for larger companies.
Frequently asked questions
Is Freshcaller safe?
Yes. While Freshdesk has experienced a data breach in the past the use of security measures, such as call recording encryption and role-based access, gives Freshcaller solution some inbuilt security.
Does Freshcaller have a chat channel?
No. However, while Freshcaller doesn’t have a chat channel available by default it does have an integration for Freshchat.
What integrations does Freshcaller have?
Freshcaller integrates with a range of services including Freshdesk, Zoho CRM, Agile CRM, Copper CRM, Salesforce, HubSpot CRM, Dynamics CRM, Zapier, Shopify, BigCommerce, and more.
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