Freshdesk is a well-recognised company that is part of the Freshworks Inc legacy, founded in 2010 to offer a range of cloud-based solutions to business clients that want an upgraded phone system. The main advantage of the Freshdesk VoIP phone system, named the Contact Centre, is that there are four plans available that are targeted towards the varying needs of different types of businesses and the option of adding more agents to the plan or buying more phone numbers. As you can choose whether to pay monthly or annually, there is a lot of flexibility regarding contracts.
The Free plan, as insinuated by its name, costs nothing. It is essentially encouraged towards new businesses that do not have enough contacts to reap the benefits from a fully established phone system yet, or possibly new Freshdesk customers who want to try out the system without committing yet. Either way, it is a cheap plan aiming to incorporate advanced communication into the business, allowing you the flexibility to choose how many phone numbers you want to utilise, as well as customisable features.
You must first purchase either a local telephone number or mobile number for £0.75p per month. Alternatively, a toll-free number is £1.50 per month, whereby callers are not charged for making the call. The choice on how many numbers you would like to purchase is entirely flexible, and after this, you can begin making or receiving calls. In the United Kingdom, the local number of incoming calls received via browser starts from £0.014p per minute, and outgoing calls from £0.021p per minute. However, the rates are slightly more expensive if these calls are via phone or from mobiles or toll-free numbers.
The Growth plan is £13.75 billed each month per agent and includes all of the same features as the Free plan, including some additional ones. There are 2,000 free minutes for incoming calls each month, allowing agents to take incoming calls without rushing and encouraging them to have more in-depth conversations so that the customer feels heard and their queries are resolved understandably.
As agents often worry about the high costs of taking calls, they don’t usually listen to customers fully and speed through the process, which can upset customers. On the other hand, agents can afford to have more extended conversations with their clients, improving their customer service with free minutes.
A critical feature in the Growth plan is call queuing, where customers wait in an ordered line if an agent is busy instead of the call terminating and having to call back another time. Instead, they can wait in the call queue until the agent can take their call. Other valuable features include warm transfer, which moves calls from one agent to another. Still, the first agent speaks to the second agent about the customer providing context so that the customer does not waste time explaining their query from the beginning.
The Pro plan costs £35.75 billed each month per agent and contains everything in the Growth plan plus 3,000 free minutes for incoming calls and various innovative features. One of the main options that agents have is to see the availability status of other colleagues. This is incredibly useful when looking to transfer calls, as it prevents distributing calls to employees that are not at their desk and make the client wait even longer to be served. Furthermore, a report of availability can be issued so that supervisors can see statistics on the statutes of agents and identify where improvements can be made.
Similarly, another supervisory technique is called barging, whereby superior agents can intercept calls by other agents, which is especially beneficial to new employees when they need assistance.
Lastly, the Enterprise plan is the most advanced and expensive, costing £63.20 per month per agent; these prices are lowered if you choose to pay annually instead. Although it is costly, the package comes with 5,000 free minutes for incoming calls and all of the features of the Pro plan, as well as a few extra.
For example, omnichannel routing distributes calls in a way that ensures that customers are served as fast as possible, looking for available employees through several software’s so that the customer does not wait in a queue for one specific employee when many are capable of helping. Additionally, specialised metrics illustrate how many calls have been abandoned and by which agents can improve their statistics and be instructed on how to do so.
Freshdesk – To Conclude
In conclusion, Freshdesk offers phone system services with four different plans, ranging from starter businesses to established enterprises.
Other useful links about business phone systems
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