Dialpad Support Reviews & Product Details

The live transcript that I can see during a call is extremely helpful, because I can see what the customer has already said without having to ask them if I forget something and I can keep the conversation running smoothly. The speed has also gotten better recently. Review collected by and hosted on G2.com.

Nothing major. Lately my team members and I have been getting random invites to join a meeting with someone, but I'm sure that's just a glitch that will be fixed soon. Review collected by and hosted on G2.com.

What I like best about Dialpad Support is how convenient and accessible it is. It makes it easy to get assistance whenever we encounter issues or have questions while using the platform. I also appreciate that support helps us troubleshoot problems, understand the features better, and find solutions without interrupting our daily workflow. Overall, it saves time, improves productivity, and makes the user experience smoother. Review collected by and hosted on G2.com.

What I dislike most about Dialpad Support is that sometimes it takes a while to get a response or resolve an issue. There are also times when the solutions provided are not specific enough, so we still need to figure things out on our own. It would be more helpful if the support team could provide faster responses, clearer instructions, and more consistent follow-ups, especially when dealing with technical issues that affect our daily work. Review collected by and hosted on G2.com.

I like Dialpad Support’s call management and conversation tracking. I can quickly check previous conversations and understand customer issues without asking customers to repeat everything. Call records and interaction history make follow-ups easier, save time, and help our team provide more consistent support. The simple interface makes daily support work more convenient, and the initial setup was fairly simple and straightforward. It also makes customer communication, call management, and coordination easier. Review collected by and hosted on G2.com.

I sometimes experience inconsistent call quality, with occasional audio interruptions, especially during busy hours. Notifications for missed calls and new messages, along with updates, can be delayed. I’d also like more flexible reporting options. Review collected by and hosted on G2.com.

Dialpad support feels responsive and generally helpful. When I reach out, the reps listen carefully, ask clear follow-up questions, and stay with the issue instead of handing me off. They explain fixes in plain language, check back when needed, and usually close the loop without making me repeat myself. Review collected by and hosted on G2.com.

One thing I dislike about Dialpad is that the response time can sometimes be slower than expected, and some issues take multiple follow-ups to get resolved. Clearer communication about progress and timelines would make the overall support experience much better. Review collected by and hosted on G2.com.

Dialpad Support has significantly improved our customer service operations. The real-time AI Agent Assist and live call transcriptions empower our support reps to solve customer queries much faster. The omnichannel capabilities, seamless call routing, and built-in sentiment analysis help us track customer satisfaction accurately while maintaining high resolution rates. Review collected by and hosted on G2.com.

The initial setup and configuration of complex call routing flows can have a bit of a learning curve for new administrators. Additionally, deep analytics and custom reporting dashboards can occasionally take extra time to populate during high call volume hours. Review collected by and hosted on G2.com.

I've had to reach out to support twice - once when we had an issue with billing and then again when our system was done and both times they were able to resolve the issue fast. They also have their AI chat support that is actually great at providing help for the easy stuff. I asked recently how to change back the UI settings and they responded back with step by step directions. Review collected by and hosted on G2.com.

Talking to a person requires going through AI - this is a given as with any big company now day's. Review collected by and hosted on G2.com.

Dialpad supports is really supporting my team in the Business to increase my leads and helping my customers to solve the issue and doubts. Really helping in boosting business. Increasing the customer interaction Review collected by and hosted on G2.com.

What I dislike is that the response time is quite high, and the cost is also a bit higher than I’d like. At times, my customers feel like the application is freezing, which affects their experience. Review collected by and hosted on G2.com.

What I like best about Dialpad Support is the flexibility it gives our team to manage customer interactions efficiently throughout the day. Features such as intelligent call routing, round-robin call distribution, and easy break management help ensure workloads are balanced while maintaining a high level of customer service. This allows our team to respond to customer needs more dynamically and consistently, resulting in a better experience for both our employees and our customers. Review collected by and hosted on G2.com.

Since implementing Dialpad Connect, we have noticed occasional connection issues that were less common with our previous on-premises system. As with any cloud-based solution, there have been some adjustments, but the enhanced mobility and feature set have provided significant value. Review collected by and hosted on G2.com.

The recording are clear and thorough. The AI feature helps along.

The heat maps on the reports page give you insights on the average call you'll get in a time period/time-frame per shift.

This helps in assigning agents in rotational shifts Review collected by and hosted on G2.com.

Dialpad doesn't show previews of less than 2 minutes of call recordings.

If the call went to a voice mail, it doesn't review or recap the info on the screen unless you extensively search for the recording and what message was left on the Voice Mail.

If they transcript the voice mails as well it will be another feather in their cap. Review collected by and hosted on G2.com.

I love Dialpad Support, and the initial setup was very easy. I switched from Zendesk for a customer service-focused solution. Review collected by and hosted on G2.com.

I often find Dialpad Support hard to get a hold of. I have trouble getting a response or reaching a support rep when I need urgent help. I’d like people to be available by chat and phone during business hours. Review collected by and hosted on G2.com.