Aircall

(124)
4.0 out of 5 stars

An easy way to set up your business phone lines and your call center.

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Showing 128 Aircall reviews
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Aircall review by <span>Daniel S.</span>
Daniel S.
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You can be everywhere around the world

What do you like best?

It's so easy to set up a land line around the world and start answering calls. Just set up some users, assign them to as many numbers as you need and you will have a contact center in less than 10 minutes. It's amazing how can a such complex infrastructure be rolled out as fast as light.

What do you dislike?

Maybe the lack of personalized flows with the calls. The price you pay for a such easy to use tool is that you don't have "advanced settings". Use it as it is, but nothing more. They improve fast and hopefully new properties and methods appears every month, but it's still too much simple.

What business problems are you solving with the product? What benefits have you realized?

We've solved our de-centralized contact center with some simple clicks with this tool. Maybe we miss some advanced properties, but It's so easy and cost solver, that we didn't resist to use it. Also the Hubspot integration was a big advantage.

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Aircall review by <span>Paula M.</span>
Paula M.
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Invitation from G2 Crowd
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Slowly getting there

What do you like best?

It is very easy to set up and we can create new users and numbers almost instantly. Its desktop app allows us to make and receive calls on our own computers and it also has an iOS and Android app which makes it very easy to make and receive calls on our phones. Their customer support team is international and we have a person dedicated to our team to the extent of even providing training sessions to our different teams.

What do you dislike?

Set up was rocky at first. Not all earphones work with the app and we had to buy specifically those recommended by Aircall. We had connexion issues at the beginning which had to be solved. Aircall offers many features and is constantly working on including new ones, but it lacks several basic call center features. Analytics are also hard to export.

Recommendations to others considering the product

Make sure you're aware of your needs so that you purchase a software that offers all the features you search for.

What business problems are you solving with the product? What benefits have you realized?

The main reason why we started using Aircall was because of its integration with Hubspot. We were looking for a cloud based call center which would easily integrate with our Hubspot CRM. At first the integration was very basic and it took some time to get through the initial comebacks but after almost a year, many new features have been developed and we are about to move on to their Enterprise plan. It is relatively easy to use and it is extremely fast and easy to set up.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Aircall review by <span>Amanda A.</span>
Amanda A.
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Verified Current User
Invitation from G2 Crowd
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Poor calling, poor customer service

What do you like best?

We can use it on a variety of devices, and it is relatively inexpensive. Because it does work all right, and it does not have constant issues, it isn't the worst option out there, especially because of the inexpensive price point that it is at, compared to other similar options.

What do you dislike?

The calls regularly are dropped, or don't ring through, but when CS is asked about it, they insist that it is your internet connection, even when you are on gigabit speeds and hardwired in. They also mention that it may be that you are using an out of date version of the software, and if you tell them you are fully updated, they sometimes take a long time to get back to you, and release a new update in the meantime and then ask again if you are fully updated, rather than actually doing anything to address the problem.

Recommendations to others considering the product

They seem to be completely revamping everything in recent times, which is both good and bad, but at the same time, they definitely do not have a good level of support that they offer.

What business problems are you solving with the product? What benefits have you realized?

We now have a phone line that can be answered by a variety of team members, which is nice, compared to the prior use of cell phones. Now that the phone line is able to ring into an app like aircall, we can have it ring to multiple team members with ease, which is better than one line to each person.

Aircall review by <span>Dante R V.</span>
Dante R V.
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Verified Current User
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A very user friendly tool for CS

What do you like best?

It's incredibly easy to use and can adjust to your needs whether you're looking for a big company platform or a small office interaction. One of the best parts of it is there's no need to have previous experience using other interfaces since Aircall's is simple and as I said before, incredibly user friendly. The interaction between user and app is outstanding and the addition of their Google Chrome extension saves you valuable time by allowing you to make calls with nothing but a click on virtually any number on your screen. It's features are also a great help to our QA department since it makes it so simple to review, share, and even download a call for review and feedback.

What do you dislike?

The one thing I'd change is regarding the line you use to call out and the country you're calling to, a simple "Favourites" section would save time looking for the right line and country of preference.

Recommendations to others considering the product

You won't fins a more User Friendly software out there.

What business problems are you solving with the product? What benefits have you realized?

Our bi-national customer service representatives are thrilled to be using Aircall and not having to do a whole lot to be able to reach out to all our customers. Most of them come in having experienced many a different software on other companies and are amazed at how easy to use is Aircall since there's no need for log in out out codes and everyone is able to go back and listen to not only their own calls but everyone else's.

Aircall review by <span>Karah K.</span>
Karah K.
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Verified Current User
Invitation from G2 Crowd
Reviewed On

AirCall

What do you like best?

I really like the ability to review our calls afterward. I also really enjoy the mobility of the program. We are able to have anyone answer calls at any point.

What do you dislike?

I wish their were more default settings for the sounds for hold. I wish that aircall intergrated better to front. It is difficult to get them to sync up. It would be awesome if they were under one customers email not multiple strands. It would be great to have easier use of IVR. Right now, it would be really expensive for us to upgrade to that platform.

Recommendations to others considering the product

I would recommend using this product for especially early-stage startups. It helped us drastically improve our customer experience. It is easy to use and easy to implement. I think that anyone looking for an upgrade from a home phone or typical wired phone system would drastically benefit from this service. Aircall customer support has always been helpful and available. They are quick to reply and offer a solution. Aircall is always consistently winning our business with their customer support.

What business problems are you solving with the product? What benefits have you realized?

We were receieving a lot of calls after hours and were not able to to respond in a timely manner, as well as review the voicemails. It is a huge upgrade, as we were using a home phone before. Customers are less frustrated because they know when they can reach us and also we are able to respond more quickly.

Aircall review by <span>Hugo M.</span>
Hugo M.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Great and trustable tool

What do you like best?

Salesforce integration is the most important feature of Aircall. We use Salesforce Service Cloud, and give to ours agents the Aircall Softphone in the same screen increase a lot their productivity. Also the administration for creating queues, new numbers, new users, IVRs messages, rules, etc is very easy to do. Daily emails that I receive with the numbers of calls of my team is very important for me, so I can see early at the morning what happened past day. The analytics and live feed is very interesting. With that the team can see in a TV whats happening with all agents.

What do you dislike?

The pricing for calls in Brazil. Probably in US Dollars, should be cheap, but for Brazil (where we use) is a quite expansive. We keep using due to even being expansive, still makes sense.

Also do not support desk phones (recommend and support only softphones) is not enough for us - our actual plan were go to Aircall for all numbers (including landline), but after conversation um our Customer Ongoing Manager it was confirmed that is not the Aircall strategy to support desk phones. So for our landline we are considering another VOIP tool.

Recommendations to others considering the product

For me their could keep considering to have and support Voip Hard Phones - not only softphones. Also, for who wants to use as landline, only softphones is not enough.

What business problems are you solving with the product? What benefits have you realized?

Telephony system for our support team and real time vision of productivity of our agents.

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