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By Use Case
Inbound contact centers form the apex of customer support. Here is a primer into what it is, how it serves businesses, and how to choose one for your business.
An inbound contact center is a customer support setup where agents respond to incoming customer queries. The queries can originate from diverse communication channels like phone, social media, website live chat, chatbot, email, or phone.
An inbound contact center restricts its operations only to inbound queries. It is usually equipped with a cloud-based contact center software that agents use for receiving queries. Agents are assigned to individual customer queries based on their availability, specialized skills, or based on call flows and routing rules set up by the admin.
What distinguishes an inbound contact center from an outbound contact center is that an inbound contact center focuses exclusively on inbound queries. It doesn’t initiate outbound conversations unless it is a part of the query that the customer has already raised.
The primary duty of an inbound contact center is to offer support to incoming customer queries. These queries can be of diverse nature. To address these diverse queries, an inbound contact center offers several choices. Here are some of them.
Provide technical support to new or existing users over the phone, email, chat, or social media messengers. Inbound contact centers can also be entrusted with the task of offering onboarding support to new users.
An inbound contact center can act as the hub for help desk services. Customers can reach out to the inbound contact center to report defective products, raise complaints, or order replacements. The contact center will compile all conversations and provide resolution in a single thread.
An inbound contact center can also act as an inbound call center that takes customer calls and processes orders for products and services. This is typically useful in service industries where time-sensitive orders or appointments are to be made based on specific personal requests.
Customers who find their current plan to be inadequate and want to upgrade to a higher plan can get in touch with a contact center. Calls of this nature are typically routed through an inbound contact center.
In any organization, an inbound contact center has an apex role to play in delivering a delightful customer experience. It enables customer support agents to have access to the right customer information, for customers to find solutions to their queries without having to go from pillar to post. Here are some ways how an inbound contact center can make your business a customer-centric one.
A contact center also doubles up as a call center. It receives a regular flow of inbound calls that agents must attend to without any delay. However, connecting the customer to the right agent who is available, possesses the right skills to attend to the query is quite a challenge. An intelligent contact center will use call routing to ensure that the right agent is assigned to the call. It does by following call flows or rules set up by the admin in the inbound contact center software.
Ask any customer what frustrates them the most, and the most common response would be having to repeat their problems to several agents. From a customer support perspective, agents are forced to ask for more information each time if they are not provided the context of previous conversations.
One of the primary responsibilities of an inbound contact center is to offer quick and accurate responses/resolutions to customers. This does not require agent intervention at all times. Most often self-service options like IVR, FAQs, voice bots, chatbots, etc. can take care of repetitive and basic customer queries. Also, most millennial customers prefer self-support since it is easier and saves a lot of time.
Millennial customers want the businesses they interact with to be accessible in all communication channels that they frequently use. They might start a conversation on social and follow it up through email, chat, or even with a phone call. However, the conversation must flow and should not require the customer to repeat input what they have already provided. An inbound contact center can facilitate omnichannel customer support which delivers a delightful customer experience.
Whether you are a just-launched startup or a large-scale enterprise, Freshdesk Contact Center can help you set up the most capable inbound contact center.
Phone numbers form the backbone of contact center operations. From buying new phone numbers to porting existing ones to sharing phone numbers with multiple agents, the inbound contact center should make phone number management effortless.
An inbound contact center must integrate seamlessly with other applications so that agent productivity can be multiplied. Integrations with helpdesk software, CRM, and other sales tools are necessary to help agents serve customers with delightful experiences.
Call routing is what ensures that the right agent is made available to attend to a customer’s query. Intelligent call routing takes into account holidays, agent skills, time zone, business hours, type of call, and much more.
Every contact center will have a team of agents who are based on shifts, skills, regions, or even functions. It is necessary that the choice of your inbound contact center can facilitate smooth agent management.
An ideal inbound contact should software should make it easy for the admins and supervisor to handle a high volume of calls. It requires call queues, call flows, voicemail, call conferencing, and similar features.
Last, but not least, it is essential to pick up an inbound call center software that is highly rated and reviewed by customers. It is proof that the choice of your contact center is a good one.
Inbound contact center software
The outbound contact center you can count on for delivering delightful customer experiences
Freshdesk Contact Center is a cloud-based contact center software that will enable you to set up an inbound contact center that will help your business deliver delightful customer experiences. From setting up all flows to creating self-service options like IVR, it makes life easy for admins and agents in several ways.
If you already have a call center and want to port operations to Fredeshdesk Contact Center it is possible as well. You can transfer all your phone numbers, call flows, and several other options without missing anything from your previous operations.
Every business that wants to give omnichannel customer service will need an inbound contact center. Be it a startup or an enterprise, all businesses can use an inbound contact center. The size, scale, or industry of the business does not make a difference to using inbound contact center.
Yes. Freshdesk Contact Center lets you port in or carry forward your existing phone numbers from your legacy phone system, another cloud telephony service, or any other telephony service. Learn more about number porting.
Freshdesk Contact Center’s pricing works in three ways. First, you will have to buy agent licenses. Depending on the plan you choose, the agent license fees will vary. Second, you have to buy phone numbers. You may also port-in phone numbers from your existing system. Third, you have to buy phone credits to be able to make calls. Inbound and outbound call charges will be debited to your phone credits.
Please visit our agent licensing pricing page and call rates pricing page to get a complete picture of agent license cost and call rates.
The laptop, mobile, tablet, or personal computer that you are already using would suffice. What you need is a device that can connect to the internet will suffice as equipment to use an inbound contact center. You do not need any extra telephony equipment. However, if you already own deskphones with VoIP or SIP functionality, you still can continue using them.
By default, the use of VoIP for call transmission ensures that the call quality is superior to analog-based PSTN connections. Ensure that you use a broadband internet connection that doesn’t have speed issues. You do NOT need a dedicated internet connection for high-quality calls.
Yes. Most inbound contact centers use state-of-the-art security measures. Freshdesk Contact Center, in specific, is a GDPR compliant VoIP phone system. Specific features like call recording require you as a business to seek consent from the caller before initiating recording. You can find our Freshworks GDPR policy here.
“Freshdesk Contact Center (formerly Freshcaller) is the first service we’ve used to automate our phone systems and will probably be the last! We’ve seen sales increase by at least 50% month after month thanks to Freshdesk Contact Center (formerly Freshcaller).”
“As a software company, we appreciate good design and ease of use so these were key factors in our search for a new provider — it had to feel slick to use. We could set a new member of staff on Freshdesk Contact Center (formerly Freshcaller) in less than 30 seconds — it couldn’t be easier.”
“Freshdesk Contact Center (formerly Freshcaller) helps us improve our customer care quality and speed up sales – we can call our customers and find out information quicker rather than waiting for their email – we can reach our sales targets quicker too.”
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