Why Freshcaller is a go-to VoIP phone system for small businesses (2024)

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 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.

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.

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 hello@freshcaller.com.

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

Freshcaller	RingCentral	Aircall
Starting price per month	Starting price per month	Starting price per month
$18.00	$30.00	$120.00
Unlimited domestic calling and texting?	Unlimited domestic calling and texting?	Unlimited domestic calling and texting?
No; available for a fee	Yes	Yes
International calling supported?	International calling supported?	International calling supported?
Yes, for a fee	Yes, for a fee	Yes, for a fee
	Learn more	Learn more
	Read our RingCentral review	Read our Aircall review

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