Terrible Onboarding + Poor Customer Service
I have been a customer with Aircall since January and have experienced the most significant challenges throughout my time with the platform. The onboarding process was poorly structured, non-existent, and confusing, with unclear documentation and delayed responses to my initial setup questions that prevented my team from getting operational efficiently until March. Beyond that, the support experience has been frustrating. When I escalated my concerns, the responses were slow, explanations were unclear, and the solutions offered did not adequately resolve the underlying issues. Our escalations Manager was one of the most unprofessional individuals I've worked with at a vendor and poorly represents the customer service at the company. I felt that my concerns were not taken seriously, and it took multiple follow-ups over an extended period just to get minimal assistance. The lack of clear communication and accountability from the support team made an already difficult situation worse. Overall, this experience has significantly impacted our ability to use Aircall effectively and has cost us valuable time and productivity. We will not be renewing our contract. If there was a 0 stars I would choose it.