Freshdesk Contact Center vs. Rakuten Viber

One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.

Incentivized

It's perfect for messaging and group messaging, especially when users in group are from different places, organizations... (unlike slack where you have to be member of same organization to be in same group). The video calls are the weak point of the app, so Viber is not good for conference calls, video calls and especially for group video conference calls.

Incentivized

• Routes parent request directly to our admin department
• Allows you to set up chats
• Allows you to measure how well you are doing

Incentivized

• It is very easy to use and is very user-friendly.
• You can have high quality video and audio meetings with more than 1 person.
• You can upload any type of file in Viber (video, audio, text, GIFs, PDF files).
• It is a very well known messenger so all people have access to it.

Incentivized

• The UX and UI could use an upgrade.
• The process could be better when importing a hard line into the system.
• We could use more additional reporting features.

Incentivized

• As far as I can tell, Viber lacks the feature to block specific callers/numbers. I've never needed to do this, but I'd like to know I have the option.
• Viber cannot be used without wifi, so it is not possible to connect with contacts who aren't also using Viber. (Unless you want to use the paid service.)
• This isn't a major complaint, but I find the layout of Viber to be a little cluttered. Comparing it to WhatsApp, I don't find it to be quite as user-friendly, and I sometimes stumble around to find my way to a contact to call.

Incentivized

It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.

Incentivized

Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.

Incentivized

I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.

Incentivized

We selected Freshdesk Contact Center because it proved to be easier to use not only for us but for the parents who call our school as well. Our parent complaints of not being able to reach our admin department have significantly decreased. I think Freshdesk Contact Center stacks up against Cisco in that the ease of use is better and the price is more efficient.

Incentivized

Rakuten Viber is overall the best. Hands down!!! Even though the other products have their own use and they are well functioning in the market, but Rakuten Viber is still top notch!

Incentivized

• Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.

Incentivized

• Rakuten Viber allows me to delete any type of message I've sent
• Rakuten Viber can't access or read my private conversations in the first place, Viber can't sell them.
• Hidden Chats allows me to keep whatever chats I want away from my main chat list, so they don't show up in my main chat list. Only a PIN that I set gives me access to Hidden Chats.

Incentivized