Item: Dialpad Support
Rating: 10
Author: Aracely Felix

Overall Satisfaction with Dialpad Support

Use Cases and Deployment Scope

I use Dialpad Support in my organization to communicate effortlessly with patients while maintaining HIPPA guidelines. I appreciate the Dialpad Support application because it's call recording feature facilitates tracing back conversations and retrieving patient information efficiently. Dialpad Support does a great job at summarizing calls with patients making it a quick reference point.

Pros and Cons

Pros

Recording call/text history
Providing Ai translation
Notating call data

Cons

Enhanced search functionality: Looking up patients on Dialpad Support to find their call/text history without having to call them
Text ringtone notification (like the call one)
Transcription services for other languages

Return on Investment

Callback option
Queue
User friendly

Usability

I rate the Dialpad Support overall usability a 9/10 since I would still like to see some improvement with the search option when looking up patient history with calls/text. Other than this, Dialpad Support is very user friendly and has many features that aid in benefiting both the office and the patient.

Alternatives Considered

RingCentral Contact Center

Dialpad support stacks up against Ringcentral in their AI features. Dialpad offers real time voice transcripts that aid in better understanding that patients needs if we are not able to fully hear them due to inhouse noise/connection. This built in voice intelligence helps us cross reference calls and make sure we got all the accurate information a patient gave us.

Key Insights

Do you think Dialpad Support delivers good value for the price?

Yes

Are you happy with Dialpad Support's feature set?

Yes

Did Dialpad Support live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Dialpad Support go as expected?

I wasn't involved with the implementation phase

Would you buy Dialpad Support again?

Yes

Other Software Used

RingCentral Contact Center, Zoom Phone, Nextiva

Likelihood to Recommend

Some specific scenarios where the Dialpad Support is well suited is when tracing back call data with patients to review or analyze the conversation. The Ai transcript of the call is great because it allows for an advanced search option within the recorded call to quickly find specific information necessary to helping the patient.

Dialpad Support Feature Ratings

Using Dialpad Support

Users and Roles

5 - As far as business functions, they represent customer support for managing inbound and outbound patient outreach. Another business function would be managing call routing, enabling voice/video calls, providing agent analytics/performance. Having the Dialpad support aids in providing remote work. This grants us the tools to work with virtual communication within the company.

Support Headcount Required

10 - The types of people required to support Dialpad support would include the Front desk staff at my clinic. We deal with a heavy call load on a daily basis so having a reliable team to reach out to when something is not running smoothly comes in handy. We are required to be professional at all times so having the live chat support aids in that.

Business Processes Supported

Costumer support
Problem solving
Multitasking
Live chat support

Innovative Uses

AI Transcripts
Virtual work
Call recording referencing

Future Planned Uses

AI Translations for Language barriers
Keyword tracking
Costumer needs with call pattern analytics
Marketing: seeing what people are calling in the most about

Likelihood to Renew

I have never had any issues with getting a problem resolved. The dialpad support team is responsive and extremely helpful. As busy as our business is getting, having the AI transcripts and call recordings aid us in being more task productive when helping patients. Other than the patient aspect of it, having no hardware maintenance is amazing.

Evaluating Dialpad Support and Competitors

Products Replaced

Key Differentiators

Integration with Other Systems
Ease of Use
Other

The single most important factor in our decision to stick to Dialpad support was the ease of use. Having a phone system that can run smoothly is essentially when dealing with such a high volume of calls. Navigating through the application with no trouble makes patient interactions that much more effective.

Evaluation Lessons Learned

If we had to do it again, we would right away look for a system that has an AI transcript/features available. Some companies charge extra for AI add ons and that's the main thing we look for. Another would be the set up, we appreciate Dialpads easy set up process.

Dialpad Support Support

Support Rating

I have never contacted support.

Dialpad Support Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

We purchased premium support for faster response times if we needed it. We like having expert assistance and enhanced trouble shooting the software. As we are a big company, we cannot afford downtime or delays. The extended support hours allow us to be proactive with our patients and bookings.

Bug Resolution

Exceptional Examples of Dialpad Support Support

A time when Dialpad provided exceptional support was when we were having trouble with our Ai transcipts/analytics. For some reason the transcripts weren't showing up when trying to look back at the recorded calls. Within minutes of the issue being reported, we were assigned a tech specialist who identified the root of the cause which was a network setting. They looked right into the issue and allowed us to have minimal downtime.

Using Dialpad Support

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None