Aircall Reviews: 4.4/5 — Solid Choice

The setup is really simple and has different integrations available

The price is high, is not recommendable for small businesses and there are some corporate numbers that are not allowed to dial like airlines or banks. The IVR is not the best and some features do not work properly.

The challenge we were looking to solve is to be 100% remotely and use Aircall as our main communication point for customers across Latin America. Unfortunately, it didn´t happen and we change the platform.

Nothing, my phone system has been down for close to a month and they keep on telling me that they're taking care of the problem. I always have to do the follow ups

Everything! When after I contact them to do follow-ups, they don't provide resolutions. It's hard getting a hold of them. My phone system has been down for close to a month and now I need to porta back everything to my old provider. They made me lose thousands of $$$.

No problems have been solved!

The user interface was good, but that is useless when you can't make or receive phone calls

The most important thing for a phone system is reliability in making and receiving calls, which was atrocious, so bad that we had to go back to our old phone system. Phone calls were dropping mid-call, phone calls were ringing through but our team was unable to pick up the calls, the iphone and android apps were inconsistent and highly unreliable. We tried to work to resolve the issues with support but they were unable to improve the situation, so we had to stop using Aircall within a couple of weeks of purchasing it because we couldn't afford to miss any more calls from our patients. Telephone software which you can't make or receive phone calls with is ultimately useless - it doesn't matter how pretty the user interface is.

Trying to implement a centralised phone system for a team, with mobile phones and integration to Salesforce

I can call... I was one of their first 50 customers, supported them for years but lately the support became we dont care, you are not 100+ users and we don't answer! Arrogance i must say they raise the price and they claim to offer more features which i don't need!

support is not existent good luck integrating with zapier! Arrogant not carring support. They can't help you and just dont care!

calls for our team that is about all, they will just scam you

The interface is simple. Perhaps too simple though.

The phone does not ring for customers. There is no difference between the 'ring' and 'hold music' in Aircall. It's the same message either way. This should be two separate sounds. The mobile app does NOT work. If you are looking for a VOIP that has a mobile app option - do not use Aircall. They are currently beta testing a new version but access to the beta version is nearly impossible to get as the support dept does not give you clear instructions for download There is no 'park' feature like on traditional phones. There is no call waiting. A rep cannot put someone on hold and answer another call. It sends a customer directly to voicemail. It rarely connects to Shopify properly. Customer information does not pull through like it should No app for chromebooks I did not like being billed for the month that it took for our number to be ported over. Most companies don't charge you until your account is active or number is ported. Aircall began billing immediately even though we couldn't use the system for the first 30 days

I was very excited initially about our transition to Aircall from regular desk phones. However, the lack of functional features has caused us to discontinue service with them. We wanted a VOIP provider that would our reps easy access to customer information and worked with our remote employees.

The training process only because the representative was professional.

You name it the support once we were live. The monthly bill, the lack of features.. the list goes on

None

Nothing. It's more expensive than the competitors. Their integration with anything is awful; what's the use of the power dialer if hubspot communication is not bi-directional.

Everything. There support is awful, integration is awful. They wont let us out of our contract even though we are severely unhappy. This is honestly one of the worst companies I've ever had to deal with.

Working with Aircall is nothing but problems. I have realized no benefits.

Nothing. See negatives. Avoid at all costs.

1) Their service and customer service is rubbish. Every single call was poor quality. 2) Their apps don't work properly. 2) Their pricing is deceptive. You're charged way more than what you agree to.

Business phone calls

The product works well as far as I've seen it. It is quite basic but covers our needs for now

Aircalls customer service and sales people are nice and available. But they seem to not understand what is said. I honestly think that it is just a language barrier and having young non native speakers manning customer service. I am not a native speaker myself, but having to try to explain a simple problem to someone for 20 mins by chat or by email with an outcome that is not what you were looking for or where the answer is just inaccurate is bound to frustrate anyone. I went through that a few times. Finally I was not able to use the Pipedrive voucher code, because they didn't know how to apply it and asked me to mail someone when I was in the midst of signing up.. Not great..!!

Analytics on calls

At the time we signed-up, it was the only solution integrated with Hubspot, it has changed since.

It does not do what it promises. Value for money is not good. - we got issues with outbound calls displaying US or UK phone numbers instead of SG phone numbers. - we reported 10+ bugs since we joined 2 months ago. - they claim to be integrated with Hubspot but they are not. There "integration" creates duplicates or fake activities in Hubspot.

Call tracking and local number.

Service web pages, etc all look professional, but after period of using it it comes out quality of calls was bad. We decided not to use it. After testing aircall.io, talkdesk, we have chosen nectar desk as best of available solutions.

Very bad quality of call, not sufficient integration with pipedrive, horrible customer support, slow response, no replay for payment claim, overcharging!

Aircall you was not good enough as VOIP telco system. On top of that despite of promise that service was deactivated we have received invoices, and we have received no replay to our claims, I strongly recommend NOT to use this product. There are better solutions out there.

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.

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.

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.

Interface is pretty, minimalist, very UX friendly.

- Calls got dropped down, even when I'm in a place with strong WiFi. - Mobile app has a lot of delay and lag. - Some numbers are "unreachable" even if I know they exist because I can call them using another VOIP. - Expensive - Customer support is available only by mail.

None

Easy to use User friendly Good to have contacts

Quality of the connexion which is very bad A call can be cut at any times

Quality service and technical support

Not one thing. At all. Nothing, literally nothing.

Horrid connections, dropped calls, missed calls.

NONE

They have dedicated apps for all the major devices (iOS, Mac, Windows, etc).

I have to begin with the fact that their customer service is horrible and screwed me out of more than $1,000 after they changed the product without warning. I was on their enterprise plan and paid for the entire year upfront for all my users and lines. 6 phone lines, 4 users. I was supposed to get an account executive, but was never assigned one until 7 months later when I had a major issue happen and asked where my rep was. She had just been hired maybe 2 weeks prior, she said. Halfway through July 2017, the engineers accounted a bug in a feature we depended on. They issued a 'bug fix' by removing the entire feature without warning! Without this feature, we couldn't use the Aircall service. I had several phone calls with them and maybe a dozen back and forth emails, but Aircall wouldn't add the feature back. I politely asked for a refund for the remaining 5 months of service and they flat out refused, even though the product I paid for had changed, I didn't sign a contract, and there was nothing in their TOS about it. Now, I've paid for 5 months of service I'm never going to be able to use because Aircall removed the function we needed. This is AFTER I'd written glowing reviews on various ecommerce platforms, told other entrepreneurs to get it, and again, paid for an entire year. Outside of that, the software always seemed to be loaded with bugs. They do not add features very often, including some that are needed badly. I would strongly suggest skipping Aircall and trying out something like Dialpad or Talkdesk.

Call center for my small business. We were able to take calls until they broke their own software and couldn't use it anymore.

The interface looks pretty, but this is to mask the inadequacies of the service.

Pretty much everything. The service has never really worked properly and is in my opinion still in Beta. Calls get dropped all the time, even when the WiFi signal is strong. I was promised that the iOS app would ring when I received calls, but despite updating the app multiple times while they tried to figure out the problem, it never rang. Not once. Which means that every incoming call I had when I was away from my laptop (it rang on the laptop occasionally) was missed, costing me untold amounts of lost business and ruining my responsiveness reputation with existing clients. This was just the beginning, though. What really bothers me about this company is that instead of addressing the very serious shortcomings in their service, seemed more interesting in fiddling with their business model to make the numbers add up for them and string out their venture capital a few more months. Having gone through a decision process to take on their service at the advertised price, they wrote to me saying that they had decided to retire the plan that I'd signed up and that by default I would be transferred to a significantly more expensive plan. I had already committed to changing the phone number on the website and all printed materials so this was incredibly inconvenient. The email contained some trite explanation about being better able to serve me, that's why they'd put the price up. Well, it didn't better serve me because, as mentioned, it didn't even work, and because being abroad and deeply into a project I didn't have time to figure out an alternative. When I finally got to porting my number out from Aircall, their incompetence was apparent. They had told me that they did not know who they had porting agreements with so I had to call around and find a provider by trial and error. I had no choice but to remain with them during the port (which will take two weeks) and they have refused to refund a single penny of the many hundreds of dollars I have paid. Did I mention that the service doesn't even work. Requests to their support department result in my receiving numerous bullet-pointed summaries of the situation. So I will conclude this with my own: The service doesn't work and you probably won't receive incoming calls on the app They believe they can change their pricing on a whim Once they have you into a contract they will do everything they can to squeeze as much money out of you as possible

Absolutely none. The only reason for going with Aircall was to receive calls on my phone, and this has never worked.

The only reason I used it for almost half years is that it's easy to setup and user friendly. And the pricing WAS reasonable and good value. But not until 2 major changes since pass 3 months.

As I mentioned above, the pricing WAS reasonable and good value. But not until 2 major changes since pass 3 months. One was doubled the price per agents/users by removing the starter plan. Another one is the minimum requirement of 3 users. They forced me to pay 3 users price for 2 users usage. But not just pricing, the customer service is even more terrible. Yesterday I found that there are 3 users minimum requirement changes on pricing table, so I tried to contact them for asking about will that change affect me. They just simply ignored my request of asking if they will keep charging an old user like me for 2 users since I found that the last month billing remain 2 users. (But the 3 users minimum policy has changed since 2+ months ago) The CS ignored my request and told me that they will "upgrade" me to 3 users from now on. (sure I need to pay the new 3 users price) That mean they are thank you me for telling them they were not charged me enough after the policy updates. What can I say? P.S. Yes they like hidden policy changes and messed up pricing after policy changes, because this is not the first time it happen. (Few months ago, they removed starter plan which also caused similar problem but not as serious as this time as that was actually an upgrade of features) . And there are some bugs that never fixed since the day I use Aircall, for example the ever fail to change user email address, and something more.

It's no doubt one of the easiest call center app. But I've never tried a company that change pricing so many times considering I only used the service for half year. That mean the good side is easy setup and using. The bad side is unstable for any size of company.