CallHippo: A Business Phone System for Growing Teams

The Company at a Glance

CallHippo is a prominent cloud-based business telephony platform that offers advanced VoIP services to improve communication for businesses worldwide. Founded to provide flexible and efficient communication solutions, they have become a trusted choice for companies looking to modernize their phone systems. 

CallHippo aims to deliver value by replacing traditional phone lines with a robust virtual phone system, making it easier for businesses of all sizes to connect seamlessly with customers and team members. Their services cater to various industries, including sales, customer support, and call centers, and they serve clients in over 100 countries, ranging from small businesses to large enterprises.

The platform has advanced features such as local and toll-free numbers, call recording, AI-driven assistants, and call analytics. Designed for versatility, CallHippo provides an intuitive interface that allows users to make and receive calls on multiple devices, including smartphones and tablets, ensuring mobility and accessibility. This flexibility makes it particularly beneficial for remote teams, support teams, and growing sales operations. Their platform also emphasizes security, incorporating measures to protect client data and ensure reliable service.

Their services cater to various industries, including sales, customer support, call centers, IT and operations, market research, real estate, financial services, recruitment, and Edtech. 

Regarding reputation, CallHippo is well-regarded within the VoIP industry, having built a loyal customer base of over 5,000 users. They are known for participating in international industry events and have earned positive feedback for their user-friendly interface and feature-rich platform. Their global reach and adaptable services have solidified their position as a reliable choice for businesses seeking modern communication solutions.

Features & Services

Power dialer: This feature automates the dialing process, allowing agents to upload a list of numbers for each campaign, which the system dials automatically. This eliminates manual dialing, increases productivity, and ensures agents can focus on conversations rather than dialing numbers. The power dialer is particularly useful for high-volume calling, helping teams efficiently meet their daily calling targets.

Smart Switch: With Smart Switch, users can select from multiple telephony providers before making a call, significantly enhancing call connectivity and quality. This flexibility ensures that agents can choose the provider that offers the best connection in real-time, reducing dropped calls or poor-quality connections and ultimately improving customer satisfaction.

Global Connect: Designed for businesses with an international presence, Global Connect allows users to see the time zone, local time, and date of their contacts before placing a call. This feature helps agents plan calls at times that are most convenient for their customers, boosting the chances of successful interactions and improving customer experience by respecting local business hours.

Smart call forwarding: This feature offers flexibility by enabling calls to be forwarded to other numbers as needed. For instance, calls can be automatically redirected to a mobile phone after office hours or routed through a sequence of numbers until answered. This seamless forwarding process helps ensure that important calls are never missed, regardless of the time of day or location.

Call transfer: The call transfer feature makes it easy for agents to redirect active calls to the appropriate team member or department. This ability to transfer calls mid-conversation streamlines the customer service experience by ensuring customers quickly reach the right person for their needs, which can improve resolution times and overall satisfaction.

Call conference: This feature supports multi-party calling, allowing team members and customers to join the same call for collaborative discussions. Call conferencing can be particularly useful for brainstorming sessions, client meetings, and problem-solving discussions where input from multiple people is needed, enhancing team collaboration and customer engagement.

Call queuing: To manage high call volumes, the call queuing feature places incoming calls in a queue and sends personalized messages while they wait. This helps businesses handle peak call times without additional staff, as callers are informed of their position in the queue and estimated wait times, reducing frustration and enhancing the customer experience.

Call barging: This feature allows supervisors to listen in on live calls and, if needed, intervene to offer guidance or assistance. Call barging is valuable for training new agents or handling complex customer interactions, as it allows for real-time coaching and improved call outcomes, contributing to both agent development and customer satisfaction.

Call recording: Call recording allows all inbound and outbound calls to be recorded for later review. This feature is essential for training purposes, as recordings can be analyzed to identify strengths and areas for improvement. It also provides a record of customer interactions, which can help resolve disputes or ensure compliance with industry regulations.

Voicemail: The voicemail feature offers personalized voicemail options with unlimited mailboxes so that every number can have customized greeting and message recording capabilities. This ensures that customers always have a way to leave a message if agents are unavailable, which helps maintain consistent communication and responsiveness.

Call analytics: With call analytics, businesses can monitor key metrics such as volume, percentage of missed calls, and individual agent performance. These insights help managers identify trends, assess team productivity, and make data-driven decisions to improve customer service quality and operational efficiency.

Call hold audio: This feature enables businesses to engage callers with customized on-hold music or messages. It’s an effective way to inform customers about new services, promotions, or general updates. At the same time, they wait, making the hold experience more pleasant and keeping callers informed about their place in the queue.

Plans & Prices

CallHippo offers a range of pricing plans for businesses seeking AI-enhanced customer support solutions, with customizable options for various team sizes and business needs. Here’s an overview of their pricing structure across different plans:

Office phone system:

• Basic: Free per user/month (billed annually). It includes unlimited users, click-to-dial, AI Global Connect, teams, voicemail, and SMS/MMS
• Starter: $18 per user/month (billed annually): Adds unlimited calling within the US/Canada, 100 SMS messages, one free phone number, and basic analytics
• Professional: $30 per user/month (billed annually): Expands to 500 SMS messages, call recordings, AI analytics, and after-call work capabilities
• Ultimate: $42 per user/month (billed annually): Features unlimited SMS messages, unlimited QA users, a dedicated account manager, custom integrations, and single sign-on (SSO)

Call center solution:

• Basic: Free per user/month. This plan is ideal for startups and covers essential features like unlimited users, click-to-dial, AI Global Connect, voicemail, and SMS/MMS
• Bronze: $16 per user/month (billed annually): Adds a free phone number, smart dashboard, paid call recording, multiple integrations, user rights, and chat support
• Silver: $24 per user/month (billed annually): Features like live calls, role-based access, free call recordings, pause/resume recording, after-call work, and call dispositions are included for growing teams
• Platinum: $40 per user/month (billed annually): Suitable for larger teams, offering an autodialer, unlimited QA users, voice broadcasting, advanced AI analytics, SSO, AI Smart DID Routing and number masking

Each of these plans allows businesses to choose the features and functionalities that best fit their specific needs, with the option to scale up as they grow. Additional customization is available through CallHippo’s premium integrations and account management services. For detailed pricing and to see how the plans can be customized to your business needs, consider visiting CallHippo’s website.

Advantages

This provider offers several key advantages that cater to a wide range of business needs, making them a versatile choice for companies of varying sizes and industries.

Free trial: A free trial option allows businesses to explore the virtual phone system without any upfront commitment. This provides a risk-free way to assess whether the service aligns with their needs, particularly for small businesses that may have tighter budgets. It’s a great way to test out the features of the business phone system before deciding to invest, making it appealing to both startups and growing companies alike.

Scalability: The platform’s growth ability makes it ideal for businesses of all sizes, from small to larger enterprises. Users can start with basic plans suited for smaller teams and later upgrade to access advanced features like IVR and intelligent call analytics as their requirements grow. This flexibility ensures a smooth transition without switching systems, allowing businesses to adapt their phone service as they expand easily.

Advanced features: The platform includes robust advanced features beyond traditional phone systems. With capabilities such as call recording, AI-powered analytics, and intelligent call routing, it provides small businesses and larger teams with the tools needed to improve customer support. These AI-first solutions allow for better call management and provide insights that help teams optimize their operations and handle each teammate's load effectively.

Integration with other applications: Integration with popular business tools, like CRM and email platforms, supports seamless data flow between systems, enhancing productivity. This interoperability reduces the need for team members to manually transfer information across platforms, making it a great way to keep operations unified. Such integration capabilities enable businesses to maintain a cohesive workflow and save time, as they can avoid the inefficiencies of switching between multiple systems.

International presence: Offering local numbers in numerous countries, this VoIP number system supports businesses looking to expand globally. Providing a global presence enables businesses to reach customers in different time zones while avoiding the high costs associated with traditional phone systems. This makes it easier for companies to build relationships with clients worldwide and enhance their global footprint.

Mobile application: The mobile app allows team members to access their business phone system features on the go, whether they use Android or iOS devices. This ensures remote teams or traveling employees can effectively manage communications from anywhere. The app provides the convenience of managing VoIP numbers and accessing call records without being tied to a desktop, which is essential for today’s mobile-first work environments.

AI-first solutions: The platform helps businesses automate and enhance call processes by incorporating AI-first solutions. Features like intelligent call routing and predictive analytics optimize the phone service, allowing companies to improve customer interactions without requiring a traditional phone system. This AI-driven approach offers an innovative way to streamline communications, supporting teams in making data-informed decisions and improving overall customer engagement.

Disadvantages

Customer support issues: Many users have noted delays and difficulties getting timely assistance from CallHippo’s support team. Some customers have experienced unresolved tickets and long wait times, which can disrupt business operations, particularly if urgent issues arise.
 

Software bugs and glitches: Many users have described the application as buggy, with some experiencing issues when using features such as call tagging or accessing their account information. These technical problems can hinder productivity and frustrate users who expect a seamless experience 

Customer Reviews

Customer reviews online about this company are mixed, with some praising their platform and services and others complaining about customer service. On Trustpilot, they have a 2.3 out of 5-star rating based on 600 customer reviews. However, on G2, they have a 4.4 out of 5-star rating based on 318 customer reviews. On Trustradius, they have a 7.8 out of 10 rating based on 7 customer reviews. 

CallHippo has received mixed reviews, reflecting various user experiences with their services. On the positive side, many customers have found the platform’s interface intuitive and user-friendly, simplifying the process of setting up and managing a virtual phone system. Businesses appreciate the ease of integrating CallHippo with other key tools, such as CRMs and email platforms, which enhances productivity by creating a cohesive workflow. The affordability of CallHippo’s international calling services has also been a highlight for some users, particularly those who frequently connect with clients overseas. Positive reviews often mention helpful customer support experiences, especially during the initial setup phase, with some customers noting specific representatives who provided excellent assistance.

However, a number of customers have reported significant frustrations, particularly with CallHippo's customer support. Several users have described challenges in receiving timely responses, with unresolved issues leading to extended downtimes. Common complaints include problems with CRM integrations, which some customers found slow and unreliable, and unexpected service disruptions. Additionally, some users have expressed concerns over billing practices, such as automatic renewals without clear communication or sudden changes in pricing, leading to unexpected costs. The terms and conditions related to refunds and cancellations have also been a point of contention, with some customers alleging difficulties securing refunds or feeling misled by unclear policies.

It is important to note that since the provider offers other services besides the business phone system, some customer reviews might be about those other services. This is why we recommend you contact their sales representatives and ask them all the necessary questions. You can also contact previous or current customers to understand more about the quality of their VoIP services. 

Customer Support

CallHippo offers various customer support channels to assist users, including email at [email protected]. They also provide an FAQ section to help potential customers understand most of their services before they commit. 

Conclusion

CallHippo offers a versatile VoIP business phone system that caters to many businesses, from startups to large enterprises. With features like call recording, AI-powered analytics, and global connectivity, they provide a modern alternative to traditional phone systems that can enhance customer service and operational efficiency. The platform's scalability makes it adaptable for businesses looking to grow, allowing users to start with basic functionalities and upgrade as their needs evolve.

Despite these strengths, it's important to consider some potential drawbacks. While the platform is well-regarded for its intuitive interface and comprehensive feature set, user feedback has highlighted challenges with customer support and service reliability. Issues such as delayed support responses, unclear billing practices, and occasional service disruptions can impact user satisfaction. These factors require prospective customers to carefully assess their support needs and review CallHippo’s terms and conditions to ensure they meet their expectations.

In summary, CallHippo is a robust solution for businesses aiming to improve communication systems with advanced VoIP capabilities. While they may not be the perfect fit for every organization, they hold promise for those seeking a flexible and feature-rich platform. 

Businesses are encouraged to take advantage of the free trial to explore how CallHippo’s offerings align with their needs and to delve deeper into the available support resources to ensure a smooth and productive experience. If you are still unsure about the provider, read our comprehensive reviews about different providers in the industry. Our business phone system blog will help you understand how this industry works and help your business thrive. Finally, our comparison tool will help you stack your best choices against each other for your business’s benefit.

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