Aircall

Needed a dedicated softphone experience as we grew out of Gorgias' in-built functionality. Spotify integration is light - but to be honest it doesn't need any more for us. If a customer's details are saved in Shopify, their name is listed as the phone rings and we can provide the customer with the personalised touch of calling them by their name. From the call view, we are provided with a link to jump straight to that customer's page in Shopify to create or modify orders. Works great either as an app on a smartphone or on a desktop computer. I have both installed. I can answer whichever is easiest for me at that point in time. All calls can be organised in a conversation view along with the SMS parts of the conversation that might have happened back and forth. We are currently setting up WhatsApp. We have a set up with 3 users where the call handling is perfect for ringing the primary memeber of staff, then the two backup members. However, we desperate to have conversation snoozing and the ability to add an internal note to the conversation view like we had in Gorgias before. Also the ability to automatically delete call recordings after x months! I have to open a support ticket once a month to do this currently. Tha being said, primary softphone functionality, call recording, transcription and SMS all work great. Can't fault all the foundations everything else is built on.

Switching to Aircall for our Service-Hotline was one of the best decisions we could make. Aircall offers us plenty of usefull features for working more efficiently and to offer our customers a good experience by reaching us through phone. Further the contact and communication with the Aircall team itself has been very pleasant and kind. We are very happy to have made that switch

This was a terrible experience. They promise the world and cannot even deliver a rock. We only went with them since they were supposed to integrate with our service desk software. Never got to try it since their service never worked after 6 months of service. Our previous phone company quickly setup our caller ID, so when we called people, our number showed up on their cell phones. After 6 months with Aircall...that still didn't work. It took the previous company about 2 weeks to get it working and they were 20% the price of Aircall. Then we had to register for text messaging under new rules with Aircall. We submitted multiple tickets and never got it working. They never did it or didn't do it right, but we never got text messaging. After another 3 months of trying, we finally decided to leave. We moved back to TalkRoute. It may not have as many features, but it works and their customer service is 10x better. We got our number ported back over (which took forever on Aircalls part to move), caller ID added back in, and text messaging setup in about 6 weeks. And they are way less expensive than Aircall. They did in 6 weeks what Aircall couldn't do in 6 months. Aircall was the biggest waste of time, money, and energy of anything that we've done. We paid $180/month to make about 7 phone calls in 6 months because we kept waiting for things to be corrected. I am disgusted that we stayed for so long, but they kept telling us they were working on it...but nothing ever happened.

We tried using Aircall for 1 week after switching to it from a competitor. It was missing plenty of features that should have been mentioned to us. After reaching out to them for support, we received no answer after 5 business days. We tried to cancel our contract amicably, but Aircall chose to answer with the following: "We understand your concerns and reasoning behind your decision. As you are allowed to cancel the service and port your number out of Aircall, unfortunately we cannot offer a refund on this. The reason behind this is an upfront annual agreement was signed and paid for. I will be happy to process your cancellation now." I'm very disappointed with their level of service and them hiding behind a contract, all while not providing an adequate level of service.