Great desktop software, terrible mobile app
January 08, 2019

Great desktop software, terrible mobile app

Scott Entwistle | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Dialpad

We used Dialpad to allow us to have a business line that was flexible, VoIP, and easy to use. We didn't want a landline, and we also didn't want to spend a lot of money to have any additional equipment set up. The goal was to find a professional version of Google Voice that was reliable.
  • Dialpad's desktop software is generally pretty reliable. Calls are good quality, and it had a lot of features.
  • Their call transcription option is really cool and it's very cool that they're offering progressive new tools like that.
  • Their integration with UberConference (also their product) is great - it made conference calls easy to set up and send the info to all people involved. Having that as a back up as well was always nice to have.
  • Their support team was generally pretty solid, even roping in engineers to give us a full analysis of why calls went bad.
  • Their mobile app is terrible, I mean really terrible. I can almost never make a call terrible. It is the major reason we stopped using the service.
  • Dialpad is a relatively cheap and easy way to spin up a business phone number. For that, I think it had an overall positive effect on the company because it gave a decent alternative to going deep into landline business solutions (which are expensive and complicated).
  • Dialpad had a negative effect on my business because when I traveled or was OOO (which is sometimes frequently), I had to use my personal number to call anyone. It muddled the line between personal and work and created some disorganization in my process.
After looking at many VoIP solutions, I came to the conclusion there really wasn't a good one. All of them have terrible ratings for their app, and it's hit or miss on good call quality on the computer.

I originally selected Dialpad because they have slick marketing, their integrations with UberConference is convenient, and their desktop software is nice to use.

I left Dialpad because of a horrible mobile app, and I ended up joining Google Fi with my work number which gives me the same desktop experience (via Hangouts) and total reliability on my mobile phone (also via Hangouts, but can use true cell networks if needed).
Dialpad is a good solution if you only plan on using it as your desktop phone line. You also would, of course, need a solid internet connection (ethernet probably recommended) and a good headset to make use of it. If you really don't need anything but a phone while you're sitting at your desk, it's perfect.

If you're looking for a flexible solution that lets you jump around from mobile phone to computer, do NOT use them. I cannot recommend them for that, even though that's very much how they market themselves. Their mobile app is just terrible and if you read a lot of the reviews, you can see it's not a new thing and it hasn't changed in a long time. I had an error for probably at least the last half year we used them where it just wouldn't make a call. No matter what I did to troubleshoot, it still happened - reviews confirmed I was not alone!