How Dialpad’s support team uses Dialpad features to deliver exceptional customer experiences

At Dialpad, we use our own communications platform every day to make our work better. Whether it’s voice calls, messaging, video meetings, or Ai tools, we design our features to help businesses work more intelligently, and there’s no better way to show what we have to offer than by using it ourselves.

With 240 team members spread across professional services, onboarding, and support, our global support team faces the same issues as many of our customers: managing growing demands and keeping teams aligned while delivering excellent service. Under the leadership of Shane Freeburg, Dialpad's Senior Vice President of Global Support and Services, we use our own platform to learn firsthand what works and what doesn't, helping us improve customer experiences and make our product better for everyone.

It's no small task—especially in a world where expectations are constantly evolving. “Today’s customers want flexible options for how they engage with your brand,” Shane says. “Whether it’s self-service, live chat, or a quick call, they expect to connect on their terms.” Keeping up with these preferences is a big part of Shane’s job. But managing the sheer volume of customer inquiries while ensuring agents have the knowledge they need to provide quick, accurate solutions is an even bigger challenge. “How do we centralize information and get answers to agents faster? That’s a key focus for us.”

Then there’s the constant balancing act of mitigating and minimizing risk while navigating change in a growing business. “Managing attrition and helping people feel supported during transitions is critical,” Shane says. “It’s about anticipating problems and putting the right tools in place to solve them.”

These challenges – common for support teams everywhere – are the kinds of problems Dialpad was built to address. Here are some of the tools we use to address them.

Self-service chatbot: Reducing ticket volume

One of the most effective ways Dialpad supports its global team is through its self-service chatbot. By handling common inquiries and directing customers to the right resources, the chatbot has been able to reduce ticket volume by 37%, freeing up agents to focus on more complex issues, improving response times and customer satisfaction.

Ai Scorecards: Reviewing more calls, faster

Performance reviews are essential for maintaining high service standards. Dialpad’s Ai scorecards make the process much more efficient. “We’ve increased the number of calls reviewed in a given amount of time by 3x,” Shane explained. Ai Scorecards also provide insights into the quality of our customer interactions, making it easier to identify coaching opportunities and ensure every customer engagement meets expectations.

Ai transcription: Saving time for quality coaches

Manual note-taking can be a huge time sink, but Dialpad’s Ai transcription feature has changed that. “On average, we save 30 hours a month per QA agent,” Shane reported. By automatically transcribing calls in real time, the team can focus more on analyzing interactions and less on documentation.

Ai Recaps: Speeding up wrap-up time

One of the biggest wins for Shane’s team has been the ability to streamline post-call processes with Ai recaps. Instead of manually summarizing calls, agents receive concise, accurate recaps that let them move on to the next task faster—reducing wrap-up time by 50% without sacrificing quality.

Contact center alerts: Real-time responses when action is needed

Live alerts have transformed how our support team responds to potential issues. Before, supervisors had to watch dashboards all day, waiting for indicators that something might be going wrong. “It wasn’t that long ago that support teams had large monitors hanging around the office, and people would just sit there watching for a color change,” Shane said. “Honestly, those monitors were often just playing sports when no one was paying attention.”

Contact center alerts eliminate this need for constant monitoring by notifying supervisors in real time, with helpful context, when action is required. “They tell you not just that there’s a potential issue in your call center but also give you the details you need to decide if you should act or not,” Shane explained.

Customizable alerts are another critical advantage. For example, Shane’s team set up an alert that automatically notifies supervisors when a customer asks to speak to a manager. “With these alerts, supervisors can review live transcripts, listen in, barge into calls if necessary, or decide to let them play out, ” Shane said. This flexibility ensures that issues are resolved efficiently without unnecessary interruptions, streamlining workflows and improving the customer experience.

Analytics: improving insights and customer experience

Actionable insights are central to delivering exceptional service, and Dialpad’s contact center analytics make it easier than ever to uncover them. By automating the analysis of customer interactions, these tools save time and provide our support team with valuable information to improve performance.

“Historically, gaining insights into trends would require reviewing hundreds, if not thousands of tickets manually,” Shane says. “Even then, you’re barely scratching the surface of what’s happening.”

Dialpad Ai makes much of that manual work a thing of the past, listening to interactions in real time, automatically surfacing key trends and data, and freeing the team to focus on implementing corrective actions and driving continuous improvement.

“Now, instead of spending hours trying to figure out the ‘why’ behind certain trends, we can spend more time solving problems and improving processes,” Shane says. “I can’t wait until this is fully rolled out to all our customers.”

A customer-focused platform to solve real-world challenges

At Dialpad, the tools we build are the ones we rely on every day to overcome the same challenges our customers face. From improving responsiveness to empowering teams with actionable insights, Ai at Dialpad makes team members’ jobs easier and results more impactful. “We don’t think about Ai as replacing people,” Shane says. “We think about it as enhancing the interactions we have with our customers. Our product development doesn’t just improve our customer service; it is our customer service.