Aircall is a cloud-based call center platform that enables the easier management of phone conversations with your customers.
Listen to customer call recordings, add notes, easily access order details from your Ecommerce platform account to amend changes to orders or give refunds. Aircall also allows you to view customer information in your main helpdesk, allowing you to send macro emails such as order information or tracking.
If you’re looking for a way to help your customer support agents prioritize their time, each user is allocated their own task list, including missed calls, voicemails, callback requests and more. Aircall also enables agents to go back through their call history to easily reach back out to past customers with updates or additional product information.
Aircall gives great visibility in terms of the way your contacts are structured, via the "People" tab within the helpdesk dashboard. This presents two categories; "Contacts" (the customers and users that have come into your platform) and "Teammates" (the rest of your team.) You can instantly see if they are online or engaged with another call, enabling better understanding of demand and availability.
Aircall offers mobile iOS and Android apps, helping improve your ability to offer customer support on the go. While sales and support are likely to stay on desktop, marketing teams, executives or other departments that aren’t “all-in” on sales and support would be able to use these apps for more unique use cases, like interviewing a customer, or urgently responding to ticket that has been escalated to your operations department.
For each phone number connected to your Aircall account, you can choose the workflow for incoming callers, the wait music, the options the caller is presented with and the sequence of what happens if no one answers, etc. There’s a lot of flexibility around customer experience – from who is picking up phone calls to the way the call is routed.
It’s easy to control the hours of your call center operation, and you can opt to send calls straight through to voicemail, or play a message informing callers when your lines will reopen.
Integrations are set up on a per phone number basis so that you can properly control each department of your call center. Aircall also has a “whisper function” that makes it easy to listen in to calls for quality assurance and give real-time feedback to your agents, without the customer’s knowledge.
You can create tags, block numbers and export your call logs as needed, and multiple text to speech voice options are available (male, female, various national accents, etc.) to help you create welcome messages and more.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.