TrustRadius Insights for Aircall are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Aircall has become a reliable tool for making international calls, as users have found it to be stable and efficient. While some occasional issues with being logged out have been reported, the platform is commonly used by sales and customer success teams to reach out to prospects and clients. The integration with CRMs like Salesforce and Hubspot has been especially helpful in streamlining communication workflows. Users appreciate the ability to customize working hours and automate call scheduling, making it convenient for teams across different time zones. Additionally, the feature of leaving and listening to voicemails helps enhance productivity. Aircall is also popular among remote organizations as it facilitates communication among team members located in different geographical locations. Users have expressed their satisfaction with the software's ease of use, stability, and superior performance compared to previous solutions like Skype. It has proven valuable for various purposes including sales, support, onboarding, and customer success. Furthermore, Aircall's integration capabilities with other tools like Planhat and Sakari allows for seamless call logging and management of important customer data. The platform is utilized as the primary phone system for both internal and external communication, providing users with easy call management from anywhere. Customer service teams regularly rely on Aircall for handling inquiries, managing contracts, and addressing customer concerns. Its affordability and convenience make it a suitable choice for companies looking to scale up their communication capabilities. Aircall enables efficient call tracking, click-to-call functionality, and call recording for sales training purposes. Remote workers also benefit from Aircall as it facilitates communication while reducing missed call rates. Healthcare organizations particularly find value in using Aircall to stay connected with patients without incurring high international phone charges. While users generally find Aircall user-friendly, some believe there is room for improvement regarding calling performance. In addition to this feedback, one user experienced an issue during conference calls where the receiver saw the wrong caller's name. Users have suggested that Aircall should display the name of the first caller in a conference call to address this inconvenience. Overall, Aircall has proven to be a reliable and efficient communication tool, highly recommended for companies transitioning to remote work or seeking a dependable VoIP solution.
We use Aircall to communicate with new users on our platform and call prospects.
Pros
Integrate with CRM
Easy use and cross platform functionality
Phone app
Cons
No real disadvantages for us as they even connected to our Twilio main line, so far no specific things that are not working or should improve.
Likelihood to Recommend
For small organisations like ours it is working really well and has abundant number of features and integrations so I’m quite happy. For where it would be good maybe on bigger teams as not sure how they are with scaling on larger teams
I’ve used Aircall for inbound and outbound sales calls. It allows me to call any country through an app on my phone at low cost.
Pros
Multinational calls
Multiple (country specific) phone numbers from one device
Phone calls when only internet signal is available
Cons
For outbound sales calls, it would be great to have an automatic dialler. I.e Submit a list of numbers to Aircall and it keeps dialling until someone picks up.
It would be great to be able to automatically leave a pre-recorded voicemail when dialling out.
Inbound calls occasionally don’t connect
Likelihood to Recommend
It’s well suited to an outbound sales team targeting international prospects. It’s well suited to an SME with limited resources with up to 50 sales reps.
Aircall is used for all of our reps to make their calls as well as leveraged for call reviews due to call recordings. The transcript that it provides our reps is very detailed and accurate and saves us plenty of time to recap the conversation. Aircall has been a great learning tool for us outside of just making calls.
Pros
Call quality
Recording
Transcript
Cons
More and better call insights
Sound quality at times is inconstant
Calls dropped at times
Likelihood to Recommend
Aircall does a great job of syncing with salesforce. Aircall could improve on calls dropping or lagging at times overall it is a great product
We use Aircall on the investor relations team. Investors can call us and we can make outbound calls to them. We also have a tiered phone line set up for those investors. We implemented an IVR system so that we can prioritize high-value clients and route the callers to the right place and account manager too.
Pros
IVR
User Interface
Call history
website is easy to use
Cons
filtered categories
video
integration
Likelihood to Recommend
it is great for quickly returning missed calls, listening to voicemails, and integrating with our CRM and reporting systems. It is also great for managing higher value clients through our tier-based phone system. Our connection rate has improved since using Aircall and our team has benefitted from it and so have clients.
I am unsure if this is one of the best tools for calling, but I would say it's good enough for International calls. I have never faced any technical issues other than it keeps logging me out every 2 or 3 days, and then I have to go through the entire process of signing in again even though we have SSO enabled.
I am an AM in a SaaS company with clients in different geographies. We need to reach out to our clients or prospects for closing our deals, and Aircall comes in handy. One thing I specifically like about Aircall is how it's easy to integrate with the CRMs( we use Salesforce), Chorus.AI, and Slack and how we can easily manage our to-do list.
I also like the feature of adding my working hours or schedule to air-call to align it as per my needs automatically. You can leave a voicemail and listen to it with ease. Call history is also available at ease. It also helps if you quickly need to interact with your team members.
Pros
Can easily be integrated with CRMs like Salesforce, or other tools like Slack, Chorus.AI, etc.
Ease to add my schedule and working hours to align it as per my needs
I can easily use it on my phone while I am traveling
Ease of accessing or leaving voicemails or scripted messages
Even though it has SSO, it keeps me logging me out every now and then- CON
Cons
Could be made more intuitive with signing in process as it keeps logging me out despite the SSO enabled in our organization
It keeps asking to leave feedback every now and then on the app, which I find a bit irritating, maybe they can reduce the time for that
Text messaging
Likelihood to Recommend
Aircall is a great fit for any SaaS organization for sales and support groups. Since I come from sales, I cannot talk about support, but for the sales team, it's a great help. It's intuitive and user-friendly. No need for formal training as it's very easy to access all the features you need.
I particularly like the option of taking calls on my mobile phone while I am away from my desk or traveling, and also how I can easily manage my working hours and schedule. I also like its ability to interact with different CRMs and other useful tools like Slack, etc.
We use Aircall to get in touch with prospects and clients via phone. Our SDR team reaches out to warm and cold leads. We use it mostly from Hubspot integration which makes everything so much easier when it comes to that calling automation. We also use it on smartphones, when we're on the go, if we have to call or answer calls (if remote).
Pros
Reaching various countries
Fantastic call clarity
Seamless integration with Hubspot
Fantastic smartphone app
Cons
Agent (popup) from Hubspot speed and response time
Better call history use (analysis)
Program stability on Mac
Likelihood to Recommend
Very well suited for both cold and warm calling. Fantastic for use on the go from a smartphone. It does not use too much data. It has fantastic integration with Hubspot and call logging is fantastic. It's fast with processing of the calls and within seconds you can access the call recording.
Used it as our customer support service line. Integrated it with Hubspot and Sakari.
Pros
Easy to set up
Easy to add numbers
Integration with Hubspot
Cons
Quality of calls
SMS Integration
Customer Service is poor
Likelihood to Recommend
Ok software for those who are trying to keep costs at a minimum. The quality of calls is not consistent. Customer support is extremely poor. Would not recommend this to any organization beyond 1 or 2 people who might need customer support to make their operations successful. Aircall is the equivalent of a google voice number but a bit more expensive.
Aircall was used to communicate with customers and partners. This platform had the highest call quality, it also had a lot of useful features that helped us to manage the processes smoothly. The coaching feature was also really well utilized, while there were difficult cases it helped to solve the issues quickly.
Pros
Wide range of reports
High quality calls
Ease of use
Coaching
Cons
Customization is one of the few things that was lacking
Quicker problem solving, some cases there was problems with routing
Chrome extension, great concept but had way too many bugs
Likelihood to Recommend
The ability to monitor each agent or team is a feature that I have used every day and gave an amazing overview of what everyone was doing. Coaching tool was frequently used for newcomers and difficult cases. For example we had a really complicated case with customer and since everyone was working from home we used the coaching tool to provide necessary information to the agent on call and solve the case quickly and effectively.
VU
Verified User
Supervisor in Customer Service (201-500 employees)
