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We use this service for remote work
November 02, 2022

We use this service for remote work

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Dialpad Talk

We use Dialpad for incoming customer calls. We have a remote team who work from home so being able to have everyone available for incoming calls is important. We are also able to edit our contacts and share note and other information so that everyone is on the same page about our system and call details. We are also able to talk about voicemails and other messages on our own calls while all looking at them, which is very useful. Being able to set our company hours helps make sure that our employees don't feel stressed about taking calls outside of business hours at the end of the day, which is very important to us as we value our employees and do not want to make them cross their home and work boundaries.
  • Shows record of customer calls and messages
  • Organizes employees
  • Creates index of customers
  • Issues with notifications not working on some computers
  • Voice to text could be improved
  • Ability to put clients on hold immediately
  • Incoming calls
  • Receiving voicemails
  • Customer database
  • Positive, works for our remote team
  • Positive, transcribes calls
  • Positive, takes text messages
We have not used other alternatives for this service. Dialpad works well for our needs and so far it is working for everyone now that we have figured out the synching issue mentioned earlier in this review. We do use Discord for internal calls and staff messages, but those needs are very different. We also use Teams for corporate meetings but we are not a fan.

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?

Yes

Did implementation of Dialpad Ai Voice go as expected?

Yes

Would you buy Dialpad Ai Voice again?

Yes

The "Do Not Disturb" does not always sync between the app and site. We had an employee who was not receiving calls or notifications despite having their system set up correctly. It turned out that Do Not Disturb was turned on, but only on the desktop site, which we do not use in our organization. It would be more helpful if these had synced correctly. It would also be helpful if employees could set their own working hours as we have folks in different time zones on different schedules.

Using Dialpad Talk

4 - Our customer service team uses Dialpad for incoming calls, voice messages, and text messages. We are able to provide customers with one phone number to connect to anyone on our team who is free to take a call or message. It works really well for our needs in this way.
3 - Customer Service / Support Team
Our team has strong customer services skills, is trained in our product, is in contact with the other parts of our company, and is happy to help customers and clients with products. A lot of the skills that our team has comes from the wonderful people who we bring on board to support our brand.
  • Placing orders
  • Answering shipping questions
  • Customer Service
  • Example calls for training
  • Receiving text messages
  • Internal database of clients
  • Different hours for different employees
Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.