Review Time
Dialpad support is difficult to get ahold of and wants to blame their terrible software on everything else but them. I've actively lost customers because of how support setup the phone system or lack of responsiveness. When I express my frustrations there is zero lack of empathy or concern that a small business is losing customers because of their shitty software. The program itself will say your phone system is setup one way and in reality support has done something different. There is not autonomy or agency in the settings. I beg you. If you are reading this don't trust dialpad. I don't typically write reviews but I am so frustrated by my entire experience.
The billing practices of the service seem quite deceptive based on my experience. After removing several users, the platform suggested that the accounts were closed and that charges would cease. However, at no point did the interface make it clear that deleting a user does not eliminate the license. The only way to halt charges is to find a completely separate section where licenses must be removed manually, which most customers would likely overlook. This arrangement feels deliberately confusing. When a service obscures essential billing actions behind multiple layers and fails to provide warnings during the deletion process, it leads to a situation where customers continue to pay for something they thought they had canceled. Instead of addressing this misleading workflow, the support team directs you to a help center article. For a communications service, transparency should be paramount, yet the billing experience is anything but that. The entire process seemed designed to favor the platform at the expense of the customer.
I absolute love Dialpad. Its easy to use for texting, calls and video calls. The recap generator is helpful to provide a quick summery to hiring manager or personal notes for both screening and follow up calls with candidates. The video call option has made closing candidates seamless and easy to share important information and next steps. I was the first one on my team to have access to the tool and have recommended for everyone to move over to the Dialpad. The only recommendation for improvement I have would be to have access to international calls as my account supports Mexico roles.
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Dialpad is the leading Ai-powered customer communications platform that enhances interactions across all channels, providing real-time insights and automation to streamline workflows and elevate every conversation.
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