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One Month of Unresolved Support with CallHippo
Our organization explored CallHippo’s AI call handling solution with the intention of improving inbound call management and ensuring callers could be transferred to a live person when needed. Unfortunately, the experience has been extremely disappointing and has raised serious concerns about reliability, communication, and customer support. This support process began on February 5 and as of March 5 the issue still has not been resolved. Over the course of a full month, progress has been slow and inconsistent despite repeated follow ups. From the beginning, basic functionality was unclear and difficult to access. The platform indicated that certain AI call handling features were only available under higher tier plans. We attempted to follow the recommended upgrade path and trial options, but the system itself did not allow the upgrade as described. This required repeated emails to support simply to clarify which plan actually included the feature we needed. Communication with support was slow and inconsistent. Many responses only partially addressed our questions, and several emails had to be sent just to obtain basic clarification about functionality, pricing, and trial conditions. Attempts to reach support through live chat were unsuccessful, and no support phone number was available. Scheduling assistance also proved difficult. At one point we were directed to book a meeting through a scheduling system that did not recognize our organization. We attempted to organize a meeting independently and even provided a meeting link, but no one from the company joined. Eventually a meeting was scheduled after several attempts. During the meeting we were told that the AI call handling feature would be configured and that trial credits would be applied to the account. We were assured that the setup would be completed within a short time frame. However, the feature was still not activated as promised, and the credits were not applied. Technical support appeared surprised that the configuration had not been completed, which raised concerns about internal coordination. After a full month of communication, the issue remains unresolved. Important steps required repeated reminders, timelines provided by the support team were not met, and there was no clear ownership of the issue. For organizations evaluating AI call handling tools, reliability and responsive support are essential. Based on our experience, the process with CallHippo has been inefficient, poorly coordinated, and extremely frustrating.
Response from CallHippoMar 9, 2026
Hi There, My sincere apologies for your experience. I tried to locate your account using your current profile name, but couldn’t find it. However, I would love the opportunity to resolve any issues you faced. Please reach out to me at [email protected], and I will be more than happy to assist you immediately. We truly value your feedback and are committed to ensuring a positive experience. Kind regards, -- Vijay Thakor