Item: JustCall
Rating: 3
Author: Jonathan Bowen

Overall Satisfaction with JustCall

Use Cases and Deployment Scope

We used JustCall across our post-sales teams. It was for all contact with clients, via phone and SMS. We also integrated with Hubspot and would make calls/respond with SMS both via Hubspot and the native desktop apps. Our team used the IVR menus, as well as managed our 800 number. We leveraged the analytics in JustCall to monitor call volumes and document outcomes.

Pros and Cons

Pros

The Hubspot integration is pretty good, including the ability to leverage workflows to send text messages automatically
The analytics are front and center when logged in on the app
They do a good job of helping you analyze call volumes throughout the day.

Cons

In our experience, the platform is quite unstable - we were always having connectivity issues, even on high speed internet.
Call recordings were often cut off early, or never recorded.
In our experience, Support would often pin the issue back on us and didn't seem to really want to help us solve the issue.
In my opinion, the analytics were fairly light and I thought it was very difficult to drill down deeper into the data.

Return on Investment

Using JustCall really impacted our NPS in a negative way. Because of the instability of the platform, in our experience, it was difficult to connect with our support reps and complete callback requests.
In my experience, the admin time to manage JustCall is greater than competitors. I spent far too much time trying to figure out how to troubleshoot the system, even with the help of the Support team. I could have used that time elsewhere in a more productive way.
The lack of trust we had in the system led to us always checking settings and never being fully confident that the changes to settings would actually stick. It was a high anxiety experience for us.

Usability

I think the UI/UX needs to be simplified and reorganized. It was hard to find settings, understand what they did, and then replicate those across phone numbers. They need better bulk actions, better analytics and, frankly, more stability in the system. The negative impacts to our business overall make it such that I cannot recommend JustCall.

Alternatives Considered

Aircall, Kixie and Dialpad Ai Contact Center

We left JustCall for Aircall. Aircall, in some cases, had a better integration with Hubspot, but for us that was the only redeeming quality. That integration, though important, was not enough to convince us to stay with JustCall. In my opinion, the Aircall UX/UI, feature set and analytics were far superior. Furthermore, the ability to copy and paste settings (like IVR menus) across phone numbers saved us so much time.

Key Insights

Do you think JustCall delivers good value for the price?

Are you happy with JustCall's feature set?

Did JustCall live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of JustCall go as expected?

I wasn't involved with the implementation phase

Would you buy JustCall again?

Likelihood to Recommend

In my opinion, if you have high volumes of inbound calls with many clients, I'd avoid using JustCall. I think it is far better suited for outbound calls (i.e. sales) or for small teams. I would also recommend using JustCall for 1:1 dialing, rather than a single phone number managed by a team. Their IVR setup and tracking down what happens when a call goes through IVR can be quite difficult to figure out what actually happened.

JustCall Feature Ratings

Comments

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I would not use JustCall again