Ian Jamieson

Freshdesk Contact Center: A Cloud-Based Solution for Omnichannel Customer Service

If you are looking for a contact center software that can help you deliver seamless customer experiences across multiple channels, you might want to consider Freshdesk Contact Center by Freshworks. Freshdesk Contact Center is a cloud-based solution that offers a unified view of all customer communications, including phone calls, email, social media, SMS, and messaging apps or live chat. In this blog post, we will review the key functionality, advantages, and pricing structure of Freshdesk Contact Center.

Key Functionality of Freshdesk Contact Center

Freshdesk Contact Center is a part of the Freshdesk Omnichannel suite, which also includes Freshdesk Support Desk, Freshdesk Customer Success, and Freshchat. You can use Freshdesk Contact Center as a standalone product or integrate it with the other products to create a comprehensive customer service platform.

Some of the key features of Freshdesk Contact Center are:

• Built-in telephony: You can make and receive calls from within Freshdesk Contact Center using your existing phone numbers or buying new ones from over 90 countries. You can also set up IVR menus, call queues, voicemail, call recording, call masking, and call conferencing.
• Omnichannel support: You can manage all your customer conversations from one place, regardless of the channel they use. You can also switch between channels seamlessly and maintain the context of the conversation. For example, you can convert a phone call to a ticket with a single click or continue the conversation on email or chat.
• Smart automations: You can use workflows and bots to automate repetitive tasks and streamline your support process. For example, you can assign calls to agents based on their skills or availability, route tickets to the right teams or agents, send automated responses or follow-ups, and trigger actions based on events or conditions.
• Agent productivity: You can empower your agents to deliver faster and better service with tools like collaboration, knowledge base, canned responses, screen sharing, and performance reports. You can also monitor and coach your agents in real-time with features like live dashboards, call barging, call whispering, and call monitoring.
• Customer satisfaction: You can measure and improve your customer satisfaction with features like surveys, ratings, feedback, and analytics. You can also track and optimize your contact center performance with metrics like service level, first response time, resolution time, abandoned rate, and customer effort score.

Advantages of Using Freshdesk Contact Center

Freshdesk Contact Center offers several advantages over traditional or on-premise contact center solutions. Some of them are:

• Easy setup and scalability: You can get started with Freshdesk Contact Center in minutes without any hardware or software installation. You can also scale up or down your contact center capacity as per your business needs without any hassle.
• Cost-effectiveness: You can save on upfront and maintenance costs by paying only for what you use. You can also save on agent licenses with Freshdesk’s chat and telephony capabilities.
• Security and reliability: You can trust Freshdesk Contact Center to keep your data safe and secure with features like encryption, compliance, backup, and disaster recovery. You can also rely on Freshdesk Contact Center to provide high availability and uptime with its cloud infrastructure and redundancy.
• Innovation and integration: You can benefit from the constant updates and upgrades that Freshdesk Contact Center offers without any downtime or disruption. You can also integrate Freshdesk Contact Center with other popular tools and platforms like CRM, e-commerce, marketing automation, social media, etc.

Pricing Structure of Freshdesk Contact Center

Freshdesk Contact Center offers four pricing plans based on the features and functionality you need. The plans are:

• Sprout: This is a free plan for up to three agents that offers basic features like inbound calling, call recording, voicemail transcription, email ticketing system integration.
• Blossom: This plan costs $19 per agent per month (billed annually) or $25 per agent per month (billed monthly) and offers additional features like outbound calling (pay as you go), IVR menus (up to three levels), call queues (up to three), call masking (pay as you go), call conferencing (pay as you go), advanced reporting.
• Garden: This plan costs $40 per agent per month (billed annually) or $49 per agent per month (billed monthly) and offers additional features like omnichannel support (phone + email + chat + social + messaging), smart escalations (based on SLA), advanced IV
• Estate: This plan costs $69 per agent per month (billed annually) or $79 per agent per month (billed monthly) and offers additional features like omniroute (intelligent routing based on skills and availability), advanced IVR menus (unlimited levels), call queues (unlimited), custom reports and dashboards, customer sentiment analysis, customer effort score.

You can also choose from various add-ons like toll-free numbers, vanity numbers, international numbers, voicemail drops, SMS support, etc. You can also opt for a pay as you go model for outbound calling and messaging.

Summary

Freshdesk Contact Center is a cloud-based contact center software that helps you deliver seamless customer experiences across multiple channels. It offers a built-in telephony system, omnichannel support, smart automations, agent productivity tools, customer satisfaction features, and more. It also offers a flexible and cost-effective pricing structure that suits your business needs. If you are looking for a contact center software that can help you scale your customer service without scaling your costs, you might want to give Freshdesk Contact Center a try. You can sign up for a free trial or request a demo today.