Item: Dialpad Support
Rating: 8
Author: Verified User

Overall Satisfaction with Dialpad Support

Use Cases and Deployment Scope

The Dialpad Support allows us to manage the volume of calls, especially those dealing with membership and route them to the right place when we do not always have an internal staff member to do so. It also helps us filter the appropriate calls to the correct department to resolve them quickly.

Pros and Cons

Pros

Help navigate calls
Provide information to assistants
Allow for call summaries so no details are missed in transferring calls

Cons

Better training guides
Better speed with app integration on mobile when call is made to landline
Easier ability to access information from all team members

Return on Investment

Able to schedule employees around busiest times saving hourly wages
Decreased training time by providing easy script integration
Limits the number of calls that get lost by going to the wrong departments

Usability

There can always be an improvement but so far our new employees have been able to master Dialpad Support fairly well and have caught on to most features with very little training. Most of the functions are fairly intuitive and the others are easy enough to learn over time.

Alternatives Considered

ARIA Contact Center

We looked at Aria, but we already had Dialpad Support and decided just to move forward with more features. I think the familiarity with the Dialpad app and the basic features made the addition of new features a much more seamless process rather than attempting to try dual software.

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?

Yes

Did implementation of Dialpad Support go as expected?

Yes

Would you buy Dialpad Support again?

Yes

Likelihood to Recommend

I think the Dialpad Support provides a great way to speed up calls being directed to the right department but also provides the added safety of detailed information so that calls are not lost in the shuffle. The ability to better educate new folks on how to route calls and take some of the note-taking about who is calling and why off their plate is great.

Dialpad Support Feature Ratings

Comments

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Dialpad Support will save you headaches and time