In today’s fast-paced business world, having the right customer service software can make a big difference. One key feature to look for is call logging. This feature helps businesses keep track of phone calls, improve customer service, and make better decisions. In this article, we’ll explore the top customer service software options that include call logging.
Key Takeaways
- Call logging software records and stores phone calls for future reference.
- Advanced analytics in call logging software provide insights into call patterns and team performance.
- Integration with CRM and other software enhances customer service and satisfaction.
- Scalability allows businesses to adjust the software as they grow or downsize.
- Automated features reduce manual tasks, allowing employees to focus on more important issues.
1. Dialaxy
Dialaxy is a cloud-based help desk telephone solution that offers seamless integration and call logging capabilities. It’s a reliable service provider known for its excellent service quality and customer support. Dialaxy is packed with advanced features and business communication tools like automatic call records, knowledge bases, agent groups, advanced analytics, and real-time call monitoring.
You can connect effortlessly across platforms for seamless communication and collaboration. Plus, its integration with over 100 applications and more than 100 advanced features ensures users experience top-notch service quality.
Key Features
- Real-time call analytics
- Call recording and transcription
- 100+ CRM integration
- Customizable dashboard
- Call monitoring
- Call filter
Pros
- User-friendly interface and easy to use
- Flexible pricing with advanced features
- Seamless integration
- Offers scalability and mobility
- High security and data protection
- Flexible pricing for businesses of all sizes
Cons
- Does not support API (Application Programming Interface)
- Minor connectivity issues during updates
Pricing
| Plan | Price | Users |
|---|---|---|
| Essential | $20/month | 1 user |
| Plus | $40/month | 3 users |
| Pro | $60/month | 5 users |
Dialaxy stands out as a leading cloud-based contact center solution, providing international virtual phone numbers from over 100 countries.
2. CallHippo
CallHippo is a cloud-based help desk telephony service that easily incorporates call logging. It automatically records calls and documents all interactions for detailed analysis. This solution gives businesses crucial insights regarding call activities, allowing them to make more informed decisions and prepare strategically.
Key Features
- Automatic Call Logging: CallHippo logs all calls automatically, ensuring no interaction is missed.
- Call Recording: Every call is recorded, providing a detailed record for future reference.
- Detailed Analytics: The software offers in-depth analysis of call activities, helping businesses make data-driven decisions.
- Integration Capabilities: CallHippo integrates seamlessly with various CRM and business tools.
Pros
- User-Friendly Interface: The platform is easy to navigate, even for beginners.
- Flexible Pricing: CallHippo offers various pricing plans to suit different business needs.
- Scalability: The service can grow with your business, making it a long-term solution.
- High Security: Ensures data protection and privacy.
Cons
- Limited API Support: The platform does not support extensive API integrations.
- Minor Connectivity Issues: Users may experience occasional connectivity problems during updates.
Pricing
| Plan | Price | Users |
|---|---|---|
| Essential | $20/month | 1 user |
| Plus | $40/month | 3 users |
| Pro | $60/month | 5 users |
CallHippo is a reliable choice for businesses looking to enhance their call management and gain valuable insights from their call data.
3. HubSpot Sales Hub
HubSpot Sales Hub is a powerful tool designed to streamline and enhance your sales process. It’s particularly effective for managing long and complex sales cycles, making it a favorite among sales professionals.
Key Features
- Automated Workflows: HubSpot’s automation tools handle repetitive tasks like sending follow-up emails and updating records. This frees up your sales team to focus on building relationships and closing deals.
- Customizable Pipelines: The platform offers customizable pipelines that provide clear visibility into each stage of the sales process. This helps in better forecasting and prioritizing leads.
- Collaboration Tools: With shared notes, tasks, and communication logs, HubSpot Sales Hub makes teamwork easier and more efficient.
HubSpot Sales Hub is also listed in various categories like Sales Acceleration Platforms and Sales Engagement, making it a versatile choice for different business needs.
While HubSpot Sales Hub excels in many areas, it does have some drawbacks. For instance, the dashboard customization process can be a bit cumbersome and less intuitive than it could be. However, the benefits far outweigh the cons, making it a valuable asset for any sales team.
4. OpenPhone
OpenPhone is a modern business phone solution that offers powerful calling, messaging, and a lightweight CRM. It’s perfect for both individuals and teams. One of the standout features is its ease of use. Even my 7-year-old daughter can navigate it without any issues.
OpenPhone works seamlessly across the globe as long as you have internet access. The call quality is excellent, and it supports multimedia messages, which is crucial for many businesses. Additionally, it integrates smoothly with other platforms like Slack, making it a versatile tool for communication.
Key Features
- Real-time call analytics
- Call recording
- CRM integration
Pros
- User-friendly interface
- Flexible pricing and plans
- Seamless integration
Cons
- Limited international calling options
- Limited customizable options
Pricing
| Plan | Price per Month |
|---|---|
| Starter | $18 |
| Professional | $30 |
| Ultimate | $42 |
OpenPhone is listed among the best VoIP services for small businesses, making it a top choice for those looking to enhance their communication systems.
5. Helpdesk 365
Helpdesk 365 is a top-notch customer service software that excels in call logging and ticket management. It’s highly rated, with a 4.8 out of 5 stars from 113 reviews. This tool is designed to streamline your IT support processes and ensure every issue is handled effectively.
One of the standout features of Helpdesk 365 is its ability to assign and escalate tickets. This means that if an employee has a concern about their computer, the issue can be updated in the ticket and reflected in the Asset Manager. This integration is a huge time-saver and keeps everything organized.
Another great aspect is the notification system. As soon as a ticket is created, the IT team is instantly notified, allowing them to address concerns quickly. This reduces the need for employees to physically visit the IT department, saving everyone time and hassle.
However, there are a few downsides. Users have reported that they often need to refresh the web page to perform simple tasks like assigning tickets or adding notes. While this isn’t a deal-breaker, it can be a bit annoying.
Helpdesk 365 is a solid choice for any organization looking to improve their IT support and call logging capabilities. Its integration with other tools and instant notifications make it a valuable asset.
Overall, Helpdesk 365 is a reliable and efficient tool for managing IT support tickets and logging calls. If you’re looking for a way to streamline your processes and keep track of issues, this software is worth considering.
6. JustCall
JustCall is a powerful customer communication platform that centralizes calls, texts, and voicemails in one place. This makes it easier to manage all your customer interactions without switching between different tools. The integration with CRM systems is seamless, allowing for better tracking and follow-up.
Key Features
- Call recording
- Call routing
- Call forwarding
Pros
- Easy-to-use interface
- Integrates with a wide range of tools
Cons
- Higher price compared to some competitors
- Customer support could be improved
Pricing
| Plan | Price per Month |
|---|---|
| AI Voice and Meeting | $15 |
| Contact Center | $80 |
| Sales | $60 |
JustCall has been a reliable and user-friendly tool that seamlessly integrates with our workflow. The call quality is consistently good, which is crucial for staying connected with clients.
7. Freshdesk
Freshdesk is a powerful tool for managing customer service calls. It’s especially great for smaller businesses because of its affordable pricing. Even the lower-tier plans come packed with features that can help you run a call center efficiently.
One of the standout features is the omnichannel support. This means you can handle customer queries through phone, email, social media, website chat, and even iMessage. The software also offers automatic call distribution, which helps in routing calls to the right agents quickly.
Key Features
- Support ticket management: Easily keep track of customer issues and resolve them efficiently.
- Real-time reports: Get instant insights into your call center’s performance.
- Voice recording: Record calls for quality assurance and training purposes.
- Predictive dialers: Automatically dial numbers to save time for your agents.
- Workforce management: Manage your team’s performance and schedules effectively.
- Over 300 integrations: Connect Freshdesk with other tools you use.
Pricing
Freshdesk offers a range of pricing plans:
| Plan | Monthly Cost (per user, paid annually) |
|---|---|
| Free | $0 |
| Basic | $15 |
| Pro | $79 |
Pros & Cons
Pros
- Affordable pricing
- AI-assisted email and voicebot
- Customizable dashboards
- Automated call routing
- Knowledge base for customers
- Ticket management
- Omnichannel support
- Custom reporting
- Voice mail
Cons
- Limited incoming call minutes
- Limited bot sessions
- Few integrations
Freshdesk is packed with features to help you effectively manage a call center, but your incoming call minutes and bot sessions are limited to 2,000, 3,000, or 5,000 minutes per month. Bot sessions are whenever your AI-assisted bot named Freddy is used by a customer, such as for an email response or a voicebot (IVR).
Overall, Freshdesk is a solid choice for businesses looking to improve their customer service operations without breaking the bank.
8. Zendesk
Zendesk is a powerful call center software that integrates seamlessly with the Zendesk service platform. This means you need to purchase a Zendesk product to use Zendesk Talk, but it offers one of the most comprehensive call center platforms available. It’s affordable for businesses of all sizes.
Key Features
- Omnichannel communications: website chat, voice, social media, email, and SMS
- Ticket management system
- Self-service help center
- Auto-attendant
- Reporting tools
Pricing
Zendesk Talk comes with some additional costs for inbound and outbound calls, phone numbers, recording, voicemail, and voice mail transcription. Here’s a quick breakdown:
| Feature | Cost |
|---|---|
| Phone numbers | $2 per month |
| Inbound calls | 3.7 cents per minute |
| Outbound calls (U.S. & Canada) | 2.2 cents per minute |
| Recording | 0.03 cents per minute |
| Voicemail | 3.7 cents per minute |
| Voicemail transcription | 5 cents per minute |
Pros & Cons
Pros:
- Free 30-day trial available
- Three affordable plans
- Omnichannel communication on all plans
- AI-powered auto-attendant for all plans
- 1,000+ integrations for all plans
- Multilingual support on higher-priced plans
Cons:
- Advanced routing options on top-tier plan only
- 24/7 support costs extra
- Additional costs for Zendesk Talk VoIP
Zendesk Talk is best for businesses with multiple service channels. It supports all of them efficiently, making it an excellent choice for growing businesses.
9. Aircall
Aircall is a solid choice for businesses that need a traditional call center solution. It offers voice and SMS messaging support, making it a versatile tool for customer communication. However, it’s not an omnichannel solution, so if you need social media or live chat support, you’ll have to look elsewhere.
Aircall’s pricing ranges from $30 to $50 per user per month, paid annually. Keep in mind that each plan requires a minimum of three users, so the starting cost is at least $90 per month. The plans include one local or toll-free number, and additional numbers cost $6 each per month.
Key Features
- Call recording
- Call routing
- Call forwarding
Pros
- Easy user interface
- Seamless integration with over 95 tools
- Seven-day free trial available
Cons
- Higher price compared to some competitors
- Customer support could be better
- No Salesforce integration on lower-priced plans
Aircall is best suited for companies that need a reliable call management system. While it lacks some advanced features, its ease of use and integration capabilities make it a strong contender in the market.
10. RingCentral
RingCentral is a top choice for businesses looking for cloud-based communication solutions. It offers a variety of services, including phone, video, text, and conference calling. This makes it easy for teams to communicate and collaborate seamlessly.
Key Features
- Automatic call recording
- Call screening
- Call monitoring
Pros
- User-friendly interface
- Flexible pricing and plans
- Seamless integration with other tools
Cons
- Limited international calling options
- Limited customizable options
Pricing
- Starter: $18 per month per user
- Professional: $30 per month per user
- Ultimate: $42 per month per user
RingCentral is a powerful call center platform that can work for almost any growing business. The integrations it supports extend its functionality, so it works well for larger companies that need a full tech stack to include customer relationship management (CRM), help desk software, and open application programming interfaces (APIs) to create a custom integration for software they already use.
Conclusion
In conclusion, selecting the right customer service software with call logging capabilities is essential for any business aiming to improve its customer interactions and operational efficiency. The tools discussed in this article offer a range of features, from call recording and advanced analytics to seamless CRM integration and customizable dashboards. These features not only help in maintaining high-quality customer service but also provide valuable insights that can drive strategic decisions. As you evaluate your options, consider your specific business needs, budget, and the scalability of the software. Investing in the right call logging software can significantly enhance your team’s productivity and customer satisfaction, positioning your business for long-term success.
Frequently Asked Questions
What is call logging software?
Call logging software is a tool that records and documents phone call details like call duration, caller ID, and call time. It helps businesses keep track of phone interactions for quality checks, training, and compliance.
Can I customize my call logging software to fit my business needs?
Yes, you can tailor your call logging software to your business needs. You can adjust reporting features, integrations, and other settings to better suit your requirements.
Which industries need call logging software?
Many industries use call logging software, including healthcare, education, telecommunications, customer service, restaurants, and hospitality. It helps these sectors manage and analyze phone interactions effectively.
How does call logging software work?
Call logging software captures details of phone calls, such as the recipient number, start time, and duration. This data is stored in a database and can be analyzed later to improve communication and service quality.
What are the key features of call logging software?
Key features include call recording, advanced analytics, CRM integration, scalability, automated functions, and customizable dashboards. These features help businesses manage and optimize their phone interactions.
Why is call logging software important for businesses?
Call logging software is crucial for businesses because it helps improve customer service, ensures compliance, and provides valuable insights into call patterns and team performance. It also helps in training employees and enhancing overall communication.
