Dialpad Support Reviews & Product Details

I've been using Dialpad for a while now, and I have to say their customer support is absolutely outstanding! Every time I reach out, they are always available with no wait time, which is a rare find these days. Whether I contact them via chat, phone, or email, I am always greeted by a knowledgeable and friendly support agent who genuinely wants to help.

What really sets Dialpad apart is how proactive their support team is. Instead of just giving generic responses or scripted troubleshooting steps, they actually go into my account, investigate the issue firsthand, and guide me through the fix. This level of hands-on support makes the process so much easier and efficient.

On top of that, they don’t just stop at fixing the immediate issue—they actually follow up! I’ve had multiple instances where a support agent called me back just to make sure everything was working smoothly, which shows they truly care about customer satisfaction.

If you're considering Dialpad, know that you're not just getting a great VoIP solution, but also a top-tier support team that makes sure you’re never left hanging. Highly recommend! Review collected by and hosted on G2.com.

None at all! Dialpad support is always responsive, helpful, and proactive in resolving issues quickly. Review collected by and hosted on G2.com.

Dialpad Support is easy to use and straightforward. I like that they follow up with an email after you are finished so you remember all the steps. It is a quick and efficient way to get help. The customer support is excellent! I have used it several times in the last month. Review collected by and hosted on G2.com.

I don't think I have encountered anything I dislike about Dialpad. Review collected by and hosted on G2.com.

The most helpful thing about Dialpad Support is the people. I am a one person office and not very tech savvy as the Administrator. I had used Dialpad for over a year and then I made changes to my phone system that involved changing my DialPad and my actual mobile numbers. The people were so helpful in getting everything reestablished and in setting me up with an additional feature set that I did not understand. They gave me instructions and told me they would call me back in five minutes to ensure everything worked. Five minutes later, my DialPad rang and I was able to report all systems go!! Their patience in explaining what to do and why was outstanding!! Review collected by and hosted on G2.com.

It is frustrating to go through a couple of rounds of chatbot service before realizing, the problem will require a person, but I guess that is part of the diagnostic process. Review collected by and hosted on G2.com.

The ability for AI to filter sentiment from both inbound callers and agents allows us to enhance our contact centre support and training to agents. This has been a game changer for us, which has elevated our customer support performance. Review collected by and hosted on G2.com.

The UI needs an overhaul, a simplification of UI would help agents navigate easier as they occassionally become lost in the platform. Simplification of terminology, and more process wizards could really help deploy the solution to it's full extent. Review collected by and hosted on G2.com.

What I like best with dialpad Ai contact center is that it lets me know the whole conversation with the clients and it records the solutions and actions that has been discussed in words so I can just copy and paste the important details of the conversation. Review collected by and hosted on G2.com.

So far I dont have anything particular that i hate on this product, it is very helpful. Review collected by and hosted on G2.com.

The best part about Dialpad AI Contact Center is its real-time AI features, like live call transcriptions and sentiment analysis, which help agents respond more effectively and improve customer interactions on the spot. The integration with other tools and the easy-to-use interface also make managing and analyzing customer support much more efficient. Review collected by and hosted on G2.com.

One downside of Dialpad AI Contact Center is that the AI features, like transcriptions and sentiment analysis, can sometimes be inaccurate, which might lead to misunderstandings during calls. Additionally, the platform occasionally experiences lag or glitches, which can disrupt workflow. Review collected by and hosted on G2.com.

The ease of access to helpful information. They are always super responsive! Anytime I have had questions it is always easy to get a hold of someone and the response is very timely. Review collected by and hosted on G2.com.

Having to schedule appointments to get help Review collected by and hosted on G2.com.

Great set of features including in line transcription and recording, Ai Features, integration with Salesforce and Service Now and may others. Great easy to use application, Customer support great too. Implementation was very smooth and quick. Review collected by and hosted on G2.com.

Not much to dislike. The only issue we had was when there was a DoS attack on some US providers which affected Dialpad, but this was resolved quickly. Review collected by and hosted on G2.com.

Never was a fan of trouble tickets and thought they go into lala land. With Dial Pad that is different. Sent in an issue and it was resolved immediately and communicated to me as well. Review collected by and hosted on G2.com.

Not much to say here. I have not had an issues with support at DialPad Review collected by and hosted on G2.com.

Dialpad's call recording, transcription, and AI summary are great for documentation.

Dialpad does a good job of being user friendly on the agent who is using the call.

The IVR's are pretty simple to build in comparison with other Contact Centers.

They can get it up and running really quick. Review collected by and hosted on G2.com.

Dialpad's reporting is very limited and not something a serious contact center needs. You either need a full time data analyst who can create and pull reports pretty much every day or you just need to be a company who doesn't care about their numbers.

Monitoring agents real time can be a nightmare. There's always a delay on the dashboards and you won't know what status an agent is in real time unless you're constantly refreshing.

The system in general takes time to pull the full transcript, call recording, and AI summary so this can add time to your calls. If you're taking hundreds to thousands of calls in a day, this adds up and backs queues up in caller sprints.

They don't use Skills, they use "contact centers" which actually makes it challenging to monitor real time. instead of looking at all of the agents and seeing they're skills like most Contact Center Software, you have to look at each individual contact center. If you want a skill, for reporting, you have to build it this way. There's also reporting limitations by doing it this way. You can not see certain KPIs because for some reason their dashboards will not aggreagate those metrics.

Dialpad is also not PCI compliant on their IVRs if you want to create an IVR to deflect payment, you will need to use someone else to build an automated IVR.

They also do not have reporting for Email or Chat. There's no way to count volume in either of those.

Their Email/Chat/SMS -Digital Engagement- is very bare. There's no reporting around it. It is completely separate from the phone systems. It is not easy to jump back and forth for skilling. Review collected by and hosted on G2.com.