• Aircall Install
• Aircall Apps
• Aircall Careers
• Aircall Login

Positives

• Intuitive software
• Effortless to set up
• Straightforward price structure
• 60+ integrations
• 24/7 customer support

Aircall is a cloud-based phone system built to support customer service and sales teams. With the Aircall voice integration, you can manage your team's VOIP support in Kustomer. Aircall allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. Configuring and Using Aircall. Guides, tips, and answers to frequently asked questions to help users and administrators make the most of Aircall. Aircall is the preferred call center solution for modern brands. By seamlessly integrating with the most popular CRM and Helpdesk tools, we help sales and support teams communicate clearly and efficiently. Introducing: The Aircall Plugin for SugarCRM BrainSell has created an integration between Aircall and SugarCRM to make salespeople's lives even easier! The Aircall Plugin for SugarCRM enables companies to keep SugarCRM up to date while positioning reps to continue engaging prospects appropriately within Aircall.

Negatives

• Lack of multichannel management
• No refund policy
• Mobile app has some bugs

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.

Features

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.

Managing Teams With Aircall

Aircall's Live Activity Feed

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.

Integrations

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.

Setup

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.

Device Support

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.

Contacting Teammates With Aircall

Pricing

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.

• Unlimited calls for the U.S. & Canada
• Call routing
• Call queuing
• 1 Year of data recording
• Basic reporting
• –

Aircall Install

• Unlimited calls for the U.S. & Canada
• Call routing
• Queue callback
• Unlimited data recording
• Advanced reporting & live feed
• Call whispering

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

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 Apps

Bottom Line

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.

Best Alternative Virtual Phone Systems

Aircall allows you to receive and place phone calls. You can connect it to Gorgias to sync phone calls as tickets, and see them in the customer timeline.

Integration benefits

Here are the benefits of this new integration:

• When a customer calls your company in Aircall, it creates a ticket in Gorgias and automatically matches it with the corresponding Shopify customer. This way, your staff can edit orders while they are on the phone with the customer.
• Your team sees all previous interactions they had with each customer, under their timeline.
• Get omni-channel statistics. Gorgias stats include Aircall phone data. For instance, you can monitor if you're getting more return requests over the phone or through Facebook Messenger.

Connecting Aircall to Gorgias

Please follow these steps if you want to create tickets on your Gorgias account for every call answered or launched from your Aircall account.

1. On your Gorgias account, go to Integrations
2. Click on Aircall
3. Click Connect Aircall
4. Copy the webhook URL from the page
5. Add a Webhook integration in your Aircall account, under integrations
6. Paste the webhook url in the url field, and save

Aircall Careers

Tada! Now, when there's a new call on Aircall, it will create a ticket in Gorgias. If you're using Shopify, we'll match people you call with Shopify customers.

Frequently asked questions

1. Are voicemails also pulled to Gorgias?
   Yes! We are as well pulling the Aircall voicemails into Gorgias as tickets. For easier management, you can auto-tag voicemail tickets and place them in a separate view.

1. Are Aircall tickets going toward the billable ticket count?
   No :) Aircall tickets are not considered as billable unless you continue the thread via email.
2. How can we integrate multiple Aircall numbers?
   The integration should be created automatically in Gorgias as soon as you receive or make the first phone call!

Aircall Login