Aircall Review: Pros, Cons, Features and Pricing

Aircall is a conversation intelligence software that enhances communication by integrating calling features with CRM systems. It best serves customer support and sales teams in industries like e-commerce, tech, and finance, where efficient call management and data integration are crucial. Aircall offers a seamless integration experience, making it a valuable tool for enhancing team communication.

Aircall addresses issues like call management and CRM integration for sales and support teams. In this article, I'll cover Aircall's features, pros and cons, use cases, and pricing so you can decide if this software aligns with your team's communication needs and goals.

Aircall Evaluation Summary

Why Trust Our Software Reviews

Aircall Overview

Is Aircall Right For Your Needs?

Who Would be a Good Fit for Aircall?

Aircall is a great fit for sales and customer support teams in tech and e-commerce industries. Your team will benefit from its easy setup and user-friendly interface, which makes managing calls straightforward. The reliable call quality ensures clear communication, vital for your customer interactions. If your team values efficient call handling and needs seamless CRM integration, Aircall's features align well with these needs. It's particularly useful if your focus is on providing excellent customer service and you want a tool that enhances your team's productivity.

Tech Startups

Your startup will thrive with Aircall's quick setup and easy-to-use interface, helping you manage customer calls effortlessly.
E-commerce Businesses

Your online store can handle customer queries efficiently with Aircall's reliable call quality and seamless CRM integration.
Sales Teams

Your sales team will benefit from Aircall's intuitive call management, enhancing communication with prospects and clients.
Customer Support

Your support team will find Aircall's consistent call quality ideal for resolving customer issues quickly and effectively.
Remote Teams

If your team works remotely, Aircall's cloud-based solution ensures everyone stays connected and manages calls from anywhere.
Small to Medium Enterprises (SMEs)

SMEs will find Aircall's ease of use and minimal training requirements perfect for quickly getting started with call management.

Who Would be a Bad Fit for Aircall?

Aircall isn't ideal for large enterprises or industries requiring in-depth analytics and reporting. If your team needs advanced data insights, Aircall's reporting features might not meet your expectations. It's also not the best choice for businesses with high call volumes during peak times, as occasional downtime can disrupt your operations. For teams needing a highly customizable solution, Aircall's standardized features might limit your options. Consider other tools if custom reporting and analytics are crucial for your work.

Large Enterprises

Your enterprise might find Aircall's reporting features too basic for complex data analysis needs.
Financial Services

In financial services, the need for detailed analytics makes Aircall's limited reporting a poor fit.
Telemarketing

High call volumes in telemarketing can lead to downtime issues with Aircall, affecting your work efficiency.
Custom Reporting Needs

If your team relies on custom reports, Aircall's standard options won't provide the flexibility you need.
Healthcare Providers

Healthcare providers needing detailed call tracking and reporting will find Aircall's analytics insufficient.
Manufacturing Sectors

In manufacturing, where detailed operational insights are vital, Aircall's reporting shortcomings might hinder your data-driven decisions.

How We Test & Score Tools

We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.

Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.

Core Functionality (25% of final scoring)

The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.

Standout Features (25% of final scoring)

Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.

We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.

Ease of Use (10% of final scoring)

We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.

Onboarding (10% of final scoring)

We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.

Customer Support (10% of final scoring)

We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.

Customer Reviews (10% of final scoring)

Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.

Value for Money (10% of final scoring)

Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.