Aircall Reviews

Pros

AirCall is very user-friendly and easy to deploy. The dashboard is very streamlined, and it's easy to set up additional features like IVR. The Call Monitoring feature is critical. It is really helpful with Sales, Retention, and Account Management. Helps me to hear exactly what's happening on the call, so that I can train my team members, and help them hone specific pitches.

Cons

I have no complaints, it's the best VOIP service I've used.

Pros

The most important part of Aircall is that we're able to sync the contacts between our different phone lines and add the contact during the calls or afterward. This feature has helped us make things easier for the agents that answer calls every single day of the week.

Cons

The only con that I have found from Aircall is the fact that you're not able to use the phone numbers to send or receive text messages. As a Roofing Company, some users choose not to call but to text or email us and the fact that there is no way to check text messages or send them.

Alternatives Considered

CallTools and Zoiper

Reasons for Choosing Aircall

Calltools never worked for us, we never got the dialer and script features working and the support team took hours if not days to get back to us or even to close a ticket. Also they made us install third party dialers to use their calling services which was not convenient because they use a complete CRM and that made us move forward.

Switched From

CallTools

Reasons for Switching to Aircall

Because Aircall does not require fiber optics connection to handle inbound/outbound calling, they offer a wide platform support for IOS, Android, Windows and MAC apps to be installed so if you're out on the move or in office or even at home you can work from any device in reach.

Pros

They have dedicated apps for all the major devices (iOS, Mac, Windows, etc). They have a good website that's easy to find what you're looking for.

Cons

I have to begin with the fact that their customer service is horrible and screwed me out of so much money after they changed the product without warning.

I was on their enterprise plan and paid for the entire year upfront for all my users and lines. 6 phone lines, 4 users. I was supposed to get an account executive, but was never assigned one until 7 months later when I had a major issue happen and asked where my rep was. She had just been hired maybe 2 weeks prior, she said.

Halfway through July 2017, the engineers accounted a bug in a feature we depended on. They issued a 'bug fix' by removing the entire feature without warning! Without this feature, we couldn't use the Aircall service. I had several phone calls with them and maybe a dozen back and forth emails, but Aircall wouldn't add the feature back.

I politely asked for a refund for the remaining 5 months of service and they flat out refused, even though the product I paid for had changed, I didn't sign a contract, and there was nothing in their TOS about it. Now, I've paid for 5 months of service I'm never going to be able to use because Aircall removed the function we needed.

This is AFTER I'd written glowing reviews on various ecommerce platforms, told other entrepreneurs to get it, and again, paid for an entire year.

Outside of that, the software always seemed to be loaded with bugs. They do not add features very often, including some that are needed badly. You also can't put customers hold hold when you dial them - only when they dial into you!

I would strongly suggest skipping Aircall and trying out something like Dialpad or Talkdesk.

Pros

- It's really well organized call center platform, had capability to handle any type of customer service requirement.- easy to integrate with CRM platform

Cons

- sometimes call are not getting logged through API connection. but not big issues

Pros

Great visibility throughout the application, so easy to navigate. The ease of transferring calls with the 'talk first' and overall just the intelligence behind it being made for any level of experience. I feel confident if I had a junior intern put onto the phones, I would barely have to cover anything within the app, it's all there.

Cons

Sometimes it doesn't remember my log-in details so prompts me to sign in again when it's been inactive for a certain period but it's easy enough to get straight back in.

Pros

Nothing. The product sucked all around.

Cons

Everything, especially their billing and customer service. They don’t even have a phone number, so if they do respond to you, it’s via email more than a day later.

Alternatives Considered

8x8 X Series, Dialpad and RingCentral Contact Center

Reasons for Choosing Aircall

Deceptive marketing that made us believe they had better integrations than they do

Reasons for Switching to Aircall

Deceptive sales process, we were promised features that don’t exist or work.

Pros

I love the immediate use of the product that is available. I truly do love the customer service as well!

Cons

I really don't have any cons that I've found while using Aircall yet.

Alternatives Considered

RingCentral MVP and Kixie PowerCall

Reasons for Choosing Aircall

The connection issues present with our old provider was inhibiting our team.

Switched From

Talkdesk

Reasons for Switching to Aircall

Aircall had everything we needed for the best pricing and was transparent about their pricing structure.

Pros

We implemented Aircall because we needed to record inquiry based calls to help improve our business and services. Aircall provides you with toll free numbers, a virtual call center, and call routing, which helped us get started.

Cons

The pricing is a bit steep, provided the fact that you have to pay per user, and each member of our team needs access.

Alternatives Considered

Twilio

Switched From

Twilio

Reasons for Switching to Aircall

I found it much easier to use and the integration feature sold me.

Pros

It's got everything you need for a smooth sales process. From the interface, to call recording, ease of use, transferring calls. Just perfect.

Cons

Software seems to be flawless, however, for a smaller sales operation like ours, the price was very high.

Pros

The overall sound/audio is good and I like the fact that you can call everywhere without it being so difficult. You can also have a single account but multiple users based in different offices which facilitates things a lot.

Cons

I don't think there's anything I didn't like at all, it reminds me a bit of Skype.

Pros

Hi,
My team and I are using daily the softwre Aircall to manage our customers calls and requests.
Implementing the soft was really easy. Aircall is very easy to use with a friendly interface. Any newcomer to our team is able to know all about the use within a day.

Cons

Not so much :) The price of the soft is probably to high for very small and small companies.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Aircall

Some of our collaborators already know how to use Aircall.

Pros

According to me, Aircall software is highly appreciated for its ease of use, advanced call center functionality, and seamless integration with other business tools. I find the intuitive interface and simple set-up process to be highly beneficial, allowing them to quickly start using the software without any issues. The advanced call center features, such as call queuing, automatic call distribution, and call recording, are highly rated by users for improving call management and customer service. Furthermore, I find the integration with popular business tools like Salesforce, Hubspot, and Slack to be highly useful in streamlining workflows and boosting productivity. Overall, Aircall is considered a comprehensive and valuable solution for businesses looking to manage their calls more efficiently and improve their customer service.

Cons

I might experience occasional call quality issues, limited customization options for call center settings, and occasional glitches or bugs when using Aircall software. Some users and I have also reported having difficulty with integrating Aircall with other business tools, although this seems to be less common. However, it's worth noting that these criticisms are not applicable to all users or situations. Despite these drawbacks, Aircall is generally considered a comprehensive and user-friendly phone system that many businesses find valuable

Pros

interface looked nice, the call recording function was useful

Cons

Where do we begin? Aircall has been nothing but a headache for us.

PRODUCT:
- Quality call is SO poor. To the point we just gave up on using the application. Calls would drop out and our customers would complain they could not hear us at all. There would be at least a 2 second delay in calls, the lag was atrocious. Whenever we took this issue up with Aircall it was blamed on our internet. The speed tests they made us do proved our internet was perfectly fine. We use our internet for video calling daily and never have an issue. We have now been using Ring Central, which is also dependent on internet, and according to our users the difference is aboslutely shocking. We have not experienced any call quality issues with them, and they have a really good analytics section showing us the quality of each call. Unlike Aircall, where we had to submit a ticket for every single call that had an issue, and the response we got everytime was that it was our internet problem.
- The mobile app lacks so many features. To answer a call you must answer through the aircall app. On ringcentral, if a call comes through on our phone, we can answer straight away through ringcentral without needing to press onto the app.
- The dashboard had so many glitches. It could not even display the correct time we were making calls. I took this up multiple times with support and for weeks was told it was still being fixed. Integration with our CRM just did not work, our contacts never showed up on our dash

Pros

The ability to call from any country and centralizing the contacts with links to our database. It makes remote job easy and. There are even tools to troubleshoot connection issue and know nmthe source of any quality issue !
I love the sms tool available for France and UK, it is very handy for reaching busy customers

Cons

The reporting is not deep unless you pay higher membership. Depending on the company's need it is not that overpriced.
There is no way to have your SMS saved if someone calls you in the middle of your typing and you receive notification for every single sms coming in even though you did not send the sms without the possibility to assign it... Lots of improvement could be done there in my opinion (tags, search for users...)

Pros

Integrates nicely with HubSpot and many of the other services we use

Cons

The audio quality is beyond poor. Been using this service for months and I've submitted the feedback and even received a call from them to my cell phone and could tell immediately that they were using Aircall because of how bad the audio quality was. It drops in and out and causes issues with our business.

Alternatives Considered

Grasshopper and Twilio

Reasons for Choosing Aircall

More features and better integration

Switched From

Talkroute

Reasons for Switching to Aircall

I met a rep at a virtual event

Pros

This software is integratable on desktop and on our cell devices

Cons

Sometimes the quality of the voice is garbled and it makes it hard to conduct business

Alternatives Considered

Zoom Meetings

Reasons for Switching to Aircall

Cost and need

Pros

I love the simplicity of the product. There is no need to read a manual to use it, and the features are very intuitive. It is really easy to add users and manage their use as well.

Cons

It is not a very robust software, but it's all we need for our business.

Pros

- Analytics are complete and really heplful- It's very easy to get started- Friendly dashboard and apps

Cons

- Is a bit expensive if you compare to a normal phone network

Alternatives Considered

JustCall

Pros

The UI is easy and intuitive enough that I trust my non-tech savvy teammates to be able to easily co-administer. Their support is also top notch; any time I'm experiencing an issue, their support team quickly delivers an answer/solution within 1 business day.

Cons

For telephony solution, it's missing some essential features such as bulk update (the use case that is a constant pain point is company holidays, which at present require that I manually change the business hours and voice message for each line instead of being able to schedule these changes on a line-by-line basis).

Pros

I could set up a call center in matter of minutes, and it is very easy to use! And the calls that arrive, we can forward to personal mobiles, that has helped us to make sure that we would not lose any important calls. The best part is, we can record and make a note of all the calls, and we can also put up a setting for greetings. The desktop app is self-sufficient to receive calls, and I should say the quality of these calls are just awesome. The customer service team is very responsive, they have quickly got back to us whenever we had any concerns. The application integrates with pipedrive, slack and thereby had helped our staff to stay connected for better support. The application is very much cost effective in comparison to the features it provides.

Cons

We need a strong internet to use this application. There are a lot of updates available every now and then, but updating and restarting of the application has become a very irritating task.

Pros

Looks good on the surface, but they employ incredibly deceptive business practices with respect to phone numbers purchases.

Cons

Their support is non-existent, and incompetent. Only their sales team will pick up a call. Been trying to get a hold of them for 2 weeks since they disconnected a primary business line we purchased through them and no human will return emails/calls. Stay far far away from this deceptive business.

Pros

Aircall is constantly upgrading and releasing new helpful features. The analytics dashboard is great, has a lot of insights and really helps us as a company hone in on certain problem areas to fix to help better our customer experience.

Cons

analytic filters are overly complicated to get the best data - it took a few chats with customer service to get it right, however now we know it works a charm.

Pros

Not applicable. I DO NOT recommend Aircall to any small business.

Cons

Integration with Hubspot is very limited and the sync does not properly work every time. After I expressed my disappointment about the integration and the high price I was paying, my CSM rep [SENSITIVE CONTENT] seemed more interested in locking me into a longer-term contract to lower my fees rather than helping me fix the root cause.

Pros

Intuitive software, which is good because onboarding is non-existent

Cons

The most important problem is that the sales and billing team is not ethical. They tried to force us to pay a forced year of the product, even though we never signed for this. From the first approach with Aircall, we assertively communicated that our intention was to test the product for a certain period of time, to evaluate if it was the solution we wanted at that moment.Several pricing options were presented to us, which we decided to select the monthly fee (higher cost) to have this flexibility. If they told us, at that time that the contract was forced to one year, we would have contracted the annual price (since it is cheaper) or most likely the service would not be contracted at all.After you sign the letter of intention and give your credit card for billing the Customer service is non-existent, the real product is meh (far from you are shown in the demos), and overly pricey when comparing to other options.

Pros

It was a calling system. There was a little set up, the cost was pretty high for the basic functionality that we had.

Cons

The software itself was fine, but we had a very unfortunate experience with customer care. We stopped using the system and requested a cancellation. Then, we were charged. A refund was requested and we didn't hear anything back for weeks. Then, when we finally heard back we were told to use their billing ticketing system to which we had no access to. Then, when I pointed out that we weren't able to use the billing ticketing system we were told to get in touch with our AE, who we didn't know existed. We heard nothing back for another several days. Then, finally, we got a one line response that said 'Sorry, we can't do anything about the refund that you requested.'

This experience was very frustrating, and I'm still trying to work with somebody at Aircall to get a proper response and explanation.