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I Laughed. I Cried. Then I Laughed Again. (And Cried Some More)
October 16, 2020

I Laughed. I Cried. Then I Laughed Again. (And Cried Some More)

Jonathan Haynes | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad

We provide customer support using this platform and Zendesk. The entire organization uses it. It attempts to address problems with customer support ticket backlog.
  • Transcription and text content analysis.
  • Audibility. I am rather hard of hearing and Dialpad's not hard for me to use.
  • Dialpad just works. When you're done with a call, there's another one. Basic functionality is essential.
  • Sometimes I hear a ring, sometimes I don't. More often than not I don't.
  • I never know when transferring a call or having a call transferred to me--whether it will actually be there. So we have to pass the number along.
  • SMS and MMS features are inconsistent.
  • Maybe it's just part of a company's hypergrowth, but Dialpad has contributed to our reputation of being a little more robotic. When I answer the phone, customers frequently think I'm a recording and they don't respond right away.
  • Excellent ROI.
  • Excellent overall business objectives.
I give it a fairly OK rating because the support is good and helped me when I was in a jam. I wasn't specifically in a jam, per se, but I was having trouble with the app tossing me off and saying I was missing calls. I think that was because the browser version was conflicting with the standalone app.
The app is easy to use, easy to see, the menus are intuitive.

Do you think Dialpad Ai Voice delivers good value for the price?

Yes

Are you happy with Dialpad Ai Voice's feature set?

Yes

Did Dialpad Ai Voice live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Dialpad Ai Voice go as expected?

I wasn't involved with the implementation phase

Would you buy Dialpad Ai Voice again?

Yes

Dialpad is best suited for company calls when we're making company calls on the telephone here at work.