Sick of your phone system at work? Is it lacking features that would make your life, the lives of your coworkers, and those of your customers better? Over the last several months, our team has worked alongside Aircall to improve an already-outstanding phone platform by building a few custom features frequently requested by the best businesses out there.
What is Aircall?
Aircall is the cloud-based phone system of choice for modern brands. This application helps sales and support teams with 3+ users communicate clearly and efficiently by seamlessly integrating with the most popular CRM and Helpdesk tools. Admins can instantly add numbers from 100+ countries, scale their teams according to seasonality, and gain deep insights through real-time analytics. Accessible by desktop and mobile app, Aircall is trusted by over 4,000 companies worldwide.
What are some of the great features folks most commonly reference?
- Very intuitive, simple user experience and beautiful user interface
- Consistently high-quality sound and connection on phone calls
- Easy to setup and use right out of the box
- Share their tech roadmap and actually act on feedback from users
- Its integrateability and flexibility
Aircall has covered the most important features any user would be looking for. But because businesses and teams operate differently, some of their customers have approached them with ideas for enhanced features. Fortunately, Aircall’s application is built on a relatively flexible framework, so we’ve been able bend it to work even better for organizations.
Three features we’ve worked on to customize the experience
Feature: Smart Routing
Objective: evenly distribute opportunities over a 30- or 90-day period based on the count of qualified lead handoffs vs. disqualified lead handoffs
How it works: inside of Salesforce, a Call object is created and associated with a Contact. A transcript of the call lives on the Call object along with the ability to mark the call itself as qualified or disqualified. If a Call is DQ’d, that AE will be put back at the top of the list to receive one of the next few opportunities.
Overall, the added application feature will automatically prioritize reps with fewer handoffs. It also introduces the ability to easily track handoff volumes for each AE in Salesforce dashboards and gives managers an easy to pull report in order to monitor bad handoffs.
Value: this feature helps quickly surface coaching opportunities where XDRs are handing off leads that ultimately aren’t qualified - perhaps the defined qualification criteria are off, maybe their interpretation of the criteria, or maybe they simply aren’t doing what they were hired to do. Whatever the case, this red flag mechanism can help sales leaders stay on top of their front line opportunities.
Objective: eliminate the need for callers to listen through the prompter and self-select the correct office
How it works: when a call comes in through the main number, the app captures the area code and parses it out. It is then compared against a set of predefined area codes that have been assigned to each of the locations and routed accordingly.
Value: this simple feature removes one point of friction in the buying process and kicks off a delightful purchasing experience. Something every organization should be trying to do: make it easy and enjoyable to buy!
Feature: Auto Callback
Objective: give callers the ability to automatically get a call back when all agents are unavailable instead of having to wait on the line
How it works: when a caller has selected that they would like to receive a call back from the various options provided on the prompt, the callback is logged in the Aircall inbox. This is essentially a to-do list of action items that could include voicemails, callbacks, or assigned calls.
Once an agent’s status updates to “available,” then an outbound call to the callback number at the top of the inbox will automatically be triggered.
Value: this feature eliminates the need for agents to track down the calls that they need to make and the phone numbers they need to dial. In a support function, this is a massive time (and sanity!) saver. If you can remove as much guesswork as possible, you can save mental energy better used on solving customer issues.
Interested in Your Own Features?
If you’re not sure about our capability or credibility when it comes to bending the native frameworks of various applications to meet the organizational needs of various customers, check out a few other technology platforms and applications we’ve worked with:
If you need to systematically determine qualified and unqualified calls, who the next call should be going to, what location calls should go to, or you simply want the ability for people on hold to get a callback at their convenience, we’ve got your back. Drop your antiquated phone system and dive into Aircall’s suped up powerhouse of a cloud-based phone universe.
And if you’re already using Aircall and you have your own idea about how to get even more value out of the toolset, we’d be happy to talk with you about the possibility of implementing it! Drop us a note or give us a call.