Daniel C.
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Verified by
Inês P.
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Last updated:
August 19, 2024
— User Reviews
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Anyone who believes setting up a contact center is an extremely complex thing to do clearly hasn’t tried Aircall yet. From configuring call routing to following live analytics and handling calls, everything is child’s play with Aircall. Creating an account, which includes setting up a free phone number, takes less than five minutes and your contact center will be up and running a few hours after you log into your admin dashboard for the first time. The software provides all the necessary features to run an efficient contact center and, although it lacks in some departments, Aircall makes up for it by offering integrations with over 60 applications. Better yet, you can also use the company’s API to make your own customized integrations, so you can use Aircall in any way you want. Prices start at $30 per month per user, and there’s a 7-day free trial to test the service out.
Don’t let Aircall’s simple interface cloud your judgment. This contact center software is a powerhouse and comes with all the necessary features to take your customer support to the next level. By combining advanced IVR with call routing, Aircall allows you to direct customers based on a support agent’s suitability, availability, and other metrics. Moreover, administrators can update routing assignments in real-time through the software’s dashboard, offering the flexibility that a contact center needs on a daily basis.
Another aspect that managers can track live is call handling. The user-friendly dashboard allows you to check the number of people waiting, agents available, calls taking place, average waiting time in the past hour, and more. On top of that, you can go into detail of how a specific agent or team is doing by taking advantage of the simple, yet powerful, filters available. If there are agents still in training, then you can help them through Aircall’s call whispering feature, which lets you speak with a trainee without the customer realizing it.
While the thrill of adapting your team on-the-job is one of the most rewarding traits of working in customer care, it’s also important to sit back and look at the bigger picture. For that, Aircall provides detailed reporting so you can track overall KPIs to make long-term decisions.
One of the most critical factors for a successful contact center is seamless internal communication. Customers hate to explain themselves every time they speak to a new client service agent. That’s why Aircall provides the ability to warm transfer calls, add tags to both calls and contacts, and assign comments to specific calls. This way, when you pick up a transferred call, you have enough information for a seamless customer support experience that clients will love. Sadly, Aircall does lack some features, such as multichannel support and built-in CRM, but that’s what third-party integrations are for.
By providing over 60 third-party integrations, Aircall makes sure you can add anything that the software may lack. The portfolio covers a vast array of categories including AI, CRM, eCommerce, help desk, HR, live chat, productivity, sales automation, and more. However, if you don’t find the specific integration you’re looking for, you can take advantage of Aircall’s API and webhooks to integrate the software with anything you want. That being said, considering that Aircall covers both big names (Salesforce, Hubspot, and Zendesk) and lesser known products (Typeform, Kustomer, and PieSync), we’re sure that such an advanced approach won’t be necessary.
From creating your account to using the software as an admin or customer agent, setting up Aircall is simple. Everyone who’s new to the platform starts with a free trial account that takes under five minutes to create and includes a new phone number. The admin dashboard is quite intuitive too, as adding new users and assigning them to teams is effortless. The call routing is straightforward as well. While it misses some of the more comprehensive settings you may find among the competition, it clearly wins some points for allowing you to create a decent call routing system within just a few minutes.
Aircall is available for both desktop and mobile, offering apps for Windows, macOS, Android, and iPhone. Both mobile and desktop programs look and operate the same. The software allows you to check your to-do list, scroll through call history, dial numbers, and find contacts through the built-in contact list. While the software can be quite simple, everything you need is a few clicks away. You can call back customers on the call history tab, warm transfer customers while on call, and assign tags and comments to help your colleagues understand the issue at hand before picking up the phone. If that’s not enough, you can also get in touch with coworkers quickly in the ‘teammates’ section under the ‘contact list’ tab. There’s even a browser extension that allows you to automatically call numbers you find while browsing the internet with one click.
As with the setup process, Aircall‘s price structure is also easy to understand. There are two main tiers available: Essentials and Professional, costing $30 and $50 per month per user, respectively. Right off the bat, you’ll get unlimited calls within the U.S. and Canada, access to most integrations, and all the crucial features needed to manage a contact center. However, upgrading to the Professional plan is worthwhile, as it unlocks the most advanced tools, such as live call monitoring, call tagging, queue callback, and a power dialer. Moreover, Professional users get a dedicated account manager and access to the Salesforce integration. If the pre-built packages don’t answer your needs, you can get in touch with Aircall’s sales team to create a customized plan. Bear in mind that this is reserved for bigger companies, though.
To top it all off, Aircall provides a 7-day free trial with a 40-minute allowance for you to try everything the software has to offer, including advanced features and third-party integrations. This is the only period you get to test everything though, as Aircall has a no-refund policy.
Customer support is also something Aircall should be proud of. While there’s a clear distinction between Essentials and Professional users, there are plenty of channels to contact the company. Essentials users can either jump on the 24/7 live chat, shoot an email, or directly phone the company through its toll-free number. Meanwhile, Professional users have access to a more personal customer support, including a dedicated account manager to be on top of your business and help you achieve a more efficient contact center system. Not only that, but if you get a Professional subscription, you’ll also get one-to-one onboarding sessions. There’s even a VIP hotline for larger companies that go for a custom package. Social media is also an option for everyone, as Aircall is active on Facebook and Twitter, though these are not the best channels for B2B relationships.
Aircall is a capable contact center software that allows you to handle all incoming calls effortlessly. Not only can you design call routings easily, but the software also allows agents to seamlessly transfer calls by taking advantage of the tagging, commentary, and chat features. That being said, the company lags behind the competition by not offering the ability to natively manage various communication channels in one place. Obviously, you can take advantage of the company’s API and countless third-party integrations to fill in the gaps, but considering the price, it should be something that is already built in. Despite this, you get a lot with an Aircall subscription, including a free phone number for each user and unlimited calls within the U.S. and Canada. On top of that, it’s quite refreshing to see a contact center software offering a free trial that’s so easy to set up, even if it’s only for seven days.
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