- Comprehensive set of call handling features
- Free internal calls
- 24/7 customer support
- Wide array of software integrations
- Supports SMS campaigns
- Paid trial
- Pay-per-minute subscription
- Lack of built-in omnichannel platform
From customers booking a table at a restaurant to clients asking about their latest bill, all businesses need to have a reliable customer support system. This is where clients go to ask for help, and it’s essential that they get an excellent experience – satisfied customers are more likely to rave about your company, after all. JustCall is a comprehensive contact center software that comes with all the call handling features you could ask for. Not only will your agents be able to provide effective customer support, but your sales team will also love the automated dialer and SMS campaign management tools. Better yet, the platform can measure everything you’re doing, monitor calls in real time, and improve internal communication. With prices starting at $20 per month per user, JustCall is also extremely affordable. Sadly, the company doesn’t provide a free trial period, but the first month comes at a discounted rate of $7.50 per user.
As the name implies, JustCall focuses exclusively on call handling. This means that the platform doesn’t come with built-in omnichannel capabilities, but JustCall makes up for that by providing one of the most thorough call center apps on the market.
From advanced call distribution to forwarding options, everything you need to build a seamless customer support system is provided. You can choose between calling all phones at once, idle members only, in sequence, set business hours, and more. You can even decide what to do when you can’t answer the phone, such as sending callers to a queue, voicemail, an external number, or dismissing the call altogether.
Moreover, the platform offers all the necessary tools to improve internal communication. Users can route calls to team members, schedule calls, tag coworkers, and perform cold and warm transfers. Even better, all internal calls are free of charge. The software also provides IVR, but it’s not the most intuitive system out there. While there are various forwarding options, you can’t create sublevels in a straightforward way. To do so, you have to set up a main IVR that forwards customers to specific departments and then configure different IVRs for each department.
To help you monitor your contact center’s efficiency, JustCall comes with a dedicated analytics dashboard where you can track live call activity, SMS campaign performance, and more. Managers can also monitor calls in real time and help agents by either call whispering them or joining ongoing conversations.
SMS Campaigns and Predictive Autodialer
Texting is an important part of any business. On top of allowing you to send SMS and MMS through all available apps, JustCall lets you send bulk messages, create SMS workflows, and auto-respond to incoming messages through bots. Finally, your sales team can count on a predictive autodialer that dials numbers automatically and skips unanswered calls. You can even add call scripts, take notes, and tag contacts all in one place, which is excellent to boost your agents’ productivity.
JustCall supports over 45 integrations, and they’re the only way to create an omnichannel platform where you can answer customer requests from all communication channels. This is done through Freshdesk, Intercom, Groove, Help Scout, and other integrations.
The remaining integrations are mostly for CRM software, with over 20 options available. Finally, you’ll find integrations for team collaboration, including Slack, and seamless workflow, such as Outlook. Of course, you also have the option to integrate JustCall with Zapier, which expands your possibilities to over 450 third-party integrations.
JustCall’s setup process is straightforward. By displaying settings visually, the software makes it simple to understand how to configure everything. The admin dashboard is logically organized, and you can find most of the important settings under the ‘Phone Numbers’ tab. Here, you can select the phone number you want to set up and then go over call forwarding, IVR, caller ID, and more.
The IVR configuration could be better, though. Instead of following the overall visual display and showing an intuitive call routing tree, each option appears on a dedicated box. This makes it unnecessarily challenging to have an overview of the IVR setup, which is essential to ensure you’re routing customers efficiently.
To maximize JustCall’s full potential, you’ll have to use its web version since it’s the only place to configure all your phone system settings. This means that the intuitive desktop and mobile apps are mainly for call handling and texting. Even so, the software allows you to check your call logs, access your voicemail, create a contact list, and configure some basic settings.
JustCall might look a little different on desktop and mobile, but both apps work in the exact same way. The only difference is that the desktop option allows you to set up your voicemail and call forwarding rules, whereas the mobile app syncs your phone contacts automatically.
With prices starting at $20 per month per user, JustCall is extremely affordable. You can even access advanced features, such as the predictive autodialer and SMS bots, for as low as $40 per month per user. However, there’s a catch. Unlike most contact center software providers, JustCall doesn’t include any minutes on its subscriptions. In other words, you’ll have to pay for all inbound and outbound calls. This is far from ideal, as monthly bills can escalate pretty quickly – even when JustCall offers bundled calling and SMS rates for companies with over 100 users. Incoming calls cost $0.01 per minute, outbound calls within the U.S. and Canada cost $0.015 per minute, and international call rates depend on the country. On the bright side, all users get a dedicated phone number (either local or toll-free) at zero cost, and you can add additional lines for $6 per month.
You can also expand your package through paid add-ons. A good example of that is CallRoot, which tracks advanced sales and SMS KPIs for $49 per month. Unfortunately, JustCall doesn’t offer a way to test the platform for free. There’s neither a free trial nor a money-back guarantee available. Instead, newcomers can get the first month for the lower price of $7.50.
You can’t be in the contact center software industry and not provide best-in-class customer support. JustCall is aware of that and offers 24/7 customer support through live chat, email, and phone. The company even goes the extra mile by providing the average response time within the live chat, which is usually below the 15-minute mark. If you’re more of the social type, you’ll be happy to know that JustCall is active on social media. You can find the company sharing some interesting articles on Facebook and Twitter, and you can get in touch via Facebook Messenger. The help center page is quite basic, but JustCall offers an intuitive website where you can find case scenarios, extensive information on all features and integrations available, and the software’s detailed pricing structure.
There's a lot to love about JustCall – it delivers comprehensive call handling features, affordable pricing, and reliable 24/7 customer support. Unfortunately, every rose has its thorn, and JustCall isn't perfect. Since it doesn't provide built-in omnichannel capabilities, you'll have to get a third-party subscription to manage customer inquiries from online outlets, such as email or social media. The lack of a monthly minute allowance doesn't work in JustCall's favor either, as most contact center software providers offer unlimited calling within the U.S. and Canada. Finally, the company should embrace the industry's best practice of providing a free trial period. Typically, providers offer you enough time to set up and test your contact center without paying a dime. Without this, we believe JustCall is losing many potential customers. Even so, if you're looking for a just call solution that comes with comprehensive SMS features, JustCall is worth the try.