Customer support is everything when it comes to running a business. It’s where clients go when facing an issue and providing efficient help can increase customer loyalty. This means having an excellent contact center platform to back you up is essential. Both Aircall and Freshcaller are decent options on the market, but they offer their services in unique ways. While Aircall provides a dedicated platform to deploy your contact center, Freshcaller takes advantage of its company’s portfolio to deliver a more extensive service. Of course, this impacts various aspects, such as pricing and the features available. So, which one meets your needs the best?
|Free Trial||Free Trial||Free Trial|
|Headquarters||New York, U.S.||IN|
|Languages||EN, FR, ES, DE, NO||EN, DE, FR, IT, ES, PT|
|Included Minutes||U.S. and Canada: Unlimited|
|Phone Number Included|
|Cost Additional Lines||$6/mo|
|Free Trial||7 days||21 days|
Aircall is an intuitive platform that enables you to deploy your contact center within a few hours. It comes with all the basics and some neat advanced features. There are also over 60 third-party integrations to fill any gaps the software may have, such as the lack of built-in multichannel management. The platform itself focuses on call handling, which it does exceptionally well. By combining smart call routing and advanced IVR, Aircall lets you set up comprehensive call routing trees. If done correctly, you can direct customers to the department they want to speak with in a straightforward way. Not only that, but Aircall also allows you to enable call queueing and even call back anyone that hung up while on hold with just one click.
Managers can check on how the contact center is doing in real time through the live metrics dashboard. When necessary, they can adjust call routing assignments and help support agents via call whispering. The software also comes with an automated dialer, which is the perfect solution for companies that need to call clients in bulk.
With prices starting at $30 per month per user, Aircall can be quite expensive. However, considering that the company offers unlimited calls within the U.S. and Canada, and a phone number for each user, it can be worthwhile. On top of that, there’s a 7-day free trial for you to test everything, and Aircall’s 24/7 customer support is one of the best in the industry.
Freshcaller is part of a bigger service called Freshworks, which focuses on providing customer engagement solutions, such as software dedicated to sales teams and web chat management. Importantly, most of the company’s services can be integrated with each other, enabling you to build the perfect platform for your needs. Freshcaller is the company’s call center platform that provides all the necessary features to handle customer calls. However, you can get a bundle that includes Freshdesk, allowing you to run an omnichannel contact center and accept requests coming from web chat, messaging, or email.
Freshcaller lets you set up advanced call routing, IVR, and call queuing. Managers can also follow metrics in real time, as well as help agents in need through the call barging feature. Unfortunately, the software doesn’t come with a power dialer, as this feature is exclusive to Freshsales.
The best part about Freshcaller is that there’s a limited free plan that you can use forever. While it sticks to the basics and you’ll have to pay for all calls made and received, it can be the perfect solution for businesses just starting out. From there, prices start at $15 per month per user, but bear in mind that the entry subscription comes with a 1,000-minute allowance for incoming calls and limited features. You can also take advantage of the generous 21-day free trial to test everything out first.
While Aircall and Freshcaller share the same purpose, their services are quite different. On the one hand, Freshcaller takes advantage of Freshworks’ other products to provide a comprehensive omnichannel platform. On the other hand, Aircall offers more call handling features to please any type of department. An excellent example of this is the automatic dialer tool that Aircall provides right off the bat, whereas Freshworks makes you get Freshsales separately to access it. Pricing-wise, things are also quite different. For starters, Freshcaller offers a basic free plan and Aircall’s entry price is more expensive. But since you get unlimited calls within the U.S. and Canada and a free phone number for each user, Aircall is more competitive for companies expecting a high volume of calls. Fortunately, you can test both platforms with no strings attached through their free trials to decide which one is right for your business.
Best VoIP Systems of 2020
|Editor's Choice 2020|
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