Aircall

Needed a dedicated softphone experience as we grew out of Gorgias' in-built functionality.

Spotify integration is light - but to be honest it doesn't need any more for us. If a customer's details are saved in Shopify, their name is listed as the phone rings and we can provide the customer with the personalised touch of calling them by their name. From the call view, we are provided with a link to jump straight to that customer's page in Shopify to create or modify orders.

Works great either as an app on a smartphone or on a desktop computer. I have both installed. I can answer whichever is easiest for me at that point in time.

All calls can be organised in a conversation view along with the SMS parts of the conversation that might have happened back and forth. We are currently setting up WhatsApp.

We have a set up with 3 users where the call handling is perfect for ringing the primary memeber of staff, then the two backup members. However, we desperate to have conversation snoozing and the ability to add an internal note to the conversation view like we had in Gorgias before. Also the ability to automatically delete call recordings after x months! I have to open a support ticket once a month to do this currently.

Tha being said, primary softphone functionality, call recording, transcription and SMS all work great. Can't fault all the foundations everything else is built on.