Great concept, mixed results with final product
September 17, 2019

Great concept, mixed results with final product

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad

We use a large force of independent contractors across the country and use Dialpad for forwarding numbers and texting services.
  • Being able to text from the desktop app is a huge advantage. It makes it easier to coordinate between multiple contractors at once, and being able to text rather than call is easier and more flexible for our contractors to work with in the field.
  • Being able to text pictures is a huge advantage to us - contractors can ask questions much more specifically when we have a picture of what they're looking at. We can also text pictures back from the desktop with markup using the Windows Snipping Tool to circle an area or draw arrows, which would be much more difficult texting from a "real" phone number on a cell phone.
  • Voicemails available from email, desktop, and the phone app make it very easy to review calls.
  • Transcriptions of voicemails and calls, while challenging when they are garbled or inaccurate, are still helpful as a reference.
  • I don't trust that I get messages properly. Reliability needs to improve.
  • Notifications don't always come through, meaning I have to continually check the app to trust that I'm not missing anything.
  • The interface is a little clunky. Even after using it daily for 2 years, there are times when I can't figure out how to do something without clicking around a bunch.
  • Helps free up time spent by our contractor facing employees struggling with communication issues.
  • Lack of reliability adds confusion, however, so sometimes those same employees spend extra time trying to work around these issues.
The main advantage is being able to seamlessly mimic a regular cell phone, which Google Hangouts does not provide. Skype also is geared more toward VoIP/remote meetings and not the call/text functionality that is our main need for this type of product. The simplicity of the product is also an advantage over these other two.
I have not had a helpful interaction with Dialpad support. I haven't reached out much, but for a product with as many issues as Dialpad, they are not particularly proactive with support requests. Especially given that we can always use regular cell phones as a fall-through, we tend to work around Dialpad issues instead of trying to get a solution from the company.

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Being able to text from the desktop is a huge advantage to my work. Being able to receive pictures, mark them up for clarity on the desktop and send them back is a huge time saver for me. As a straight-up VoIP tool, it is less appropriate - call quality is often poor, the advantages of going through the desktop are minimal, and if I'm using the iOS app I'd rather just make a regular phone call, for more reliable quality and connection.