Very happy on the main tool, but hoping for new specific features to better fit with our pan-European business model
April 01, 2021
Very happy on the main tool, but hoping for new specific features to better fit with our pan-European business model
Score 7 out of 10
Vetted Review
Verified User
Software Version
Custom
Overall Satisfaction with Aircall
Our customer service team - which I am a part of - is using Aircall to answer any of our (potential) customer enquiries: advice prior to subscription, management of their contract, management of their claim if applicable, etc...
- Technical support and account management are very responsive
- Easy set-up of numbers
- Extensive knowledge base available
- The rules to get a phone number abroad are flexible enough for a company with multi-country reach
- No schedule for bank holidays
- No feature to update more than one phone line at the same time
- Admins don't have access to the timeline of a call to see with which agent it rang
- Missing agent-specific stats when your phone lines are organized in teams
- If calls are setup to ring to a first group and then a second, if the whole first group is already busy, it does not go to the second group but puts the customer on hold
Zendesk could not help us expand our numbers abroad due to too restrictive regulations applied. Aircall however, if provided with appropriate documents, allowed us to keep existing phone numbers and expand them
Do you think Aircall delivers good value for the price?
Yes
Are you happy with Aircall's feature set?
No
Did Aircall live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Aircall go as expected?
Yes
Would you buy Aircall again?
Yes
Aircall Feature Ratings
Using Aircall
12 - Customer Service