Postcall + Aircall: Building a Culture of Feedback

Customer service can make or break a business. This is especially true for small businesses that depend on a loyal customer base and a small team of employees.

Delivering excellent service starts with listening to your customers and understanding their needs. However, many organisations find it difficult to obtain timely and relevant customer feedback that can help them improve their products.

Philip Manavopoulos, CEO of Doorbell.io, realised there was a gap between what customers think and what businesses know. And it was this commitment to customer-centricity that led him to start a new company: Postcall

Having already launched two companies, Philip felt well placed to answer a crucial question facing businesses: What do our customers think of us?

Gears in Motion

This serial ‘solopreneur’ saw an opportunity to collaborate with Aircall to create something customers would love and use:

Postcall.io

Now fully launched, Postcall is a service that sends surveys to customers after a call. It helps businesses measure and assess the quality of service their customers receive.

“It’s really difficult to collect feedback about phone calls, so being able to survey your customers after they speak with you becomes very important.” - Philip Manavopoulos, Founder @Postcall.

Postcall brings transparency to team processes, using valuable insights to help them improve and serve customers better and more efficiently.

“Our mission is to help companies measure the satisfaction of their customers and the performance of their phone agents, through customer-friendly surveys.”

A Piece of the Pie

Carl Sagan once said, "if you wish to make an apple pie from scratch, you must first invent the universe."

But for Postcall, building an entire virtual call centre was not an option. It would take a huge effort to replicate the functionality and infrastructure of a cloud-based phone system. And with a team of just one, it’s about as likely as inventing the universe.

There was, however, another option: integrating with a pre-built system.

“Our software is heavily reliant on the infrastructure that Aircall provides. Making that infrastructure available for integrations through the marketplace allows smaller companies to build on it and make it even better.”

With Aircall’s growing integration marketplace, robust system, and easy-to-use API, Postcall fits perfectly into Aircall’s app ecosystem. It’s also the first app developed exclusively for Aircall customers.

“The opportunity to build an integration with Aircall was the reason for creating Postcall as a service. Aircall is a rapidly growing company with a great reputation.”

Under the Hood

After recognising the need for a post-call survey service built specifically for Aircall customers, Philip got to work and completed the integration in just 10 days. The best part: Postcall is easy to set up and even easier to use.

Simply sign up for a Postcall account, connect it to Aircall (via OAuth) and you’re ready to go. You can start creating and customising surveys.

Postcall gives each team the freedom to create, customise, and send efficient and useful surveys. The flexible workflows let you decide when to automatically send a survey.

Whether it’s 30 minutes after a call, or when a certain tag is added, you decide the perfect time to hit “send.”

And because Postcall can send surveys via both SMS and email, you can cater to your customers' preferences. The customer feedback stays synced between Postcall and Aircall, so your team always has the context to handle each situation with the right approach.

Finally, the intuitive Postcall dashboard gives you access to all the survey results, recent calls, and even the ratings, so you never have to work without data again.

Going Forward

Aircall continues to expand its integration marketplace, making it easier for entrepreneurs like Philip to create something that doesn’t yet exist. With barriers removed, creativity can flourish.

“The process was very straightforward thanks to the excellent documentation. I started by setting up the OAuth integration, so the app could communicate with the Aircall API. Once that was set up, I could create the Webhook so I get notifications about calls and contact changes. After that, it was simply a matter of configuring Postcall to send the surveys when the calls matched the configured triggers.”

Ready to try the Postcall + Aircall integration and start sending surveys today? Click here to get set up!