Customer.io vs. Dialpad Support

This tool is well-suited for companies looking to run email marketing campaigns or send out newsletters regularly to their users/customers. The workflow setup is especially useful for companies who want to send specific emails based on user behavior - i.e. they've not logged in recently, have bought a specific product, haven't opened any emails, etc. This could also be useful for freelancers like me since you can create different workspaces within Customer.io. I have configured it this way to handle email marketing for a few of my clients, and the software keeps everything organized and separate. This might not be the best tool for small businesses, considering the price. It may be better to start out with a cheaper email marketing tool, and then if/when necessary, scale-up with a tool like Customer.io.

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.

Incentivized

• Ease of use, a good tool for non programmers, or not so tech savvy people.
• Great support, willing to help a lot, by chat, calls, or screen sharing.
• Fast updates, it's a newer tool, but they are coming with fixes and updates fast.

Incentivized

• Receiving calls without any lags
• Tracking missed calls
• Gives full access of the Queue
• List of calls with Customer Number
• Best part is List of calls shows with Customer Name
• Access to Voicemails
• Viewing at any messages
• Sending messages to the customers

Incentivized

• I may be missing it in the UI, but a place to see the list of emails who qualify for a certain email.
• One easy to view chart of all our automated/lifecycle emails to see what a given user would see over their customer journey. (This is really just a feature request/idea - the product itself is really awesome.)

Incentivized

• Live Dashboard should show more Bigger text otherwise agent cannot see by big monitors located in office!
• Waiting for Dialpad Ai which will never available in Japan
• Never understand the call journey who hung up the phone
• When PC shut down, agent should be Off duty but still Available and call rings.
• Support chat use weird Japanese
• Never provide update information beforehand which sometime make confusion and troubles that Google cloud platform made

Incentivized

I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.

It is really difficult to leverage all the neat features without a developer. I actually think the base software could be really great for a small business if the price is right, but there are so many things you *can* do but have to know how to do them or have access to your website and the ability to code.

Incentivized

It's a great tool for our department! We're still trying to figure out how to best utilize all of the capabilities and have not yet explored all it can do. So far, we love it, but know there's more it can do!

Incentivized

I have never contacted support.

Incentivized

We used Autopilot in the past. It worked well but the integration wasn't very good, considering they only used cookies. We have a very complex system right now to be able to track every customer, and it was expensive but worth it. Autopilot worked very well when we were starting, but then it didn't track purchases, it wasn't easy to change a customer attribute, and so on (this was a few years ago, probably they have improved a lot). It was more visual and better to create huge workflows. . Mailchimp was the first program we used. It's very basic but good at what it does: sending a newsletter to your small database. It has integrated very well with other services and we haven't used in a lot of time, but certainly was grown a lot so it must be doing things fine. I also tried Active Campaign but it was almost the same as Autopilot.

Incentivized

Dialpad is so much better than Sisco. Oh my, when I had to use that there were always major outages. At the time i worked for a phone company that was based off of commission so once Sisco when out, so did my money. It was so aggravating. I have never had a issue with Dialpad where my phone has gone completely out

Incentivized

• Helped increase our new user engagement with our cloud-based software
• Helped our sales team identify clients who had dropped off and stopped interacting with our software
• Helped our sales and customer service team track which clients were completing their full registration process
• Helped our marketing, sales, and customer service team identify key features and messaging with A/B testing for different campaigns

Incentivized

• The callback feature has saved clients a lot of hold time
• The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
• The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it

Incentivized