Dialpad

““We needed digital collaboration tools to help us scale, rather than physical phone systems. We didn’t want to have to rent lines as it’s not scalable for our team, which is mostly made up of remote, global workers,””

““Dialpad isn’t just a phone system—it’s a platform that grows with us,” says Bri.”

““We have a much more strategic understanding of our call operations now,” says Bri. “It’s easier to see patterns, adjust staffing, and monitor how our CCCs are handling client care handoffs.””

““It’s been a game changer to quickly figure out why a client didn’t schedule a consultation,” says Bri. “We can immediately see if cost was a concern, if there was a fit issue, or something else—and then adjust our messaging or follow-up strategy.””

““Dialpad offered everything we were looking for—and more,” Bri shared.”

““Without a better solution,” Bri says,”we risked lost leads, missed calls, and a harder time coaching and scaling our team.””

“Healthcare centers that have direct patient care aren’t going away, but support services can use Telehealth to lower their footprint, expand upon public services, and re-use the footprint they’re saving.”

“We didn’t have equipment to send home with folks, but they were able to use smartphones and web browsers to access the call centers, and our call center service levels were unaffected. It was a very easy transition.”

“We started seeing calls ending faster because we were able to shadow calls and jump in when we needed to or address agent staffing almost before those needs even came up! It really all came together and helped our remote and on-site balance.”

“Dialpad helped us catch a lot of things. A big problem we used to have was calls getting transferred to the wrong place… now we’re able to identify those and can get ahead of it. We can see call journeys, catch those transfers, and educate our staff on the appropriate places to route those calls.”

“Now location doesn’t really matter. We can look at call center agents across the country, so if we want to expand hours, we can look at midwest and west coast time zones, and it’s really easy to do so. I think in the future we’ll be expanding our clinic hours, especially at night for emergency calls. Dialpad is flexible enough that we don’t have to look around or leave people sitting on hold, because we can hire from anywhere across the globe to fulfill those needs, provide training remotely, and expand the hours we have now.”

“We have a lot fewer mistakes. Before Dialpad, our call center managers had to be very hands-on with their training, and now we have coaching groups so it’s easier to shadow calls. We can review analytics around call lengths, listen in to the audio, and make adjustments based on the agent, so our call center managers are more well-equipped to train them.”

“Dialpad is flexible enough in how they port numbers over that we were able to roll it out site-by-site, which allowed us to shrink down our training sizes. Then, we customized training for our clinics and the departments they were working with to best suit their workflows. Every time we rolled out Dialpad in a new site, it kept getting easier and faster.”

“Dialpad just ‘got it.’ Dialpad was willing to meet us where we are—an early-stage venture—and then be there in more robust ways as we continue to grow. We’re excited for the opportunity to grow together on our journey to make legal services more accessible to everyone.”

“What has been key for us is the professionalism of the platform, the quality of the call connection, and how easy it is to track our outreach across team members. For an early startup, this is a huge improvement from our pre-Dialpad days.”

“Dialpad is so easy to use and easily integrates with our tools and remote work setup. It gives our team all the tools they need to be successful in their outbound sales activities.”

“It was extremely fast and easy to get started with Dialpad. We were able to begin working on the same day and really hit the ground running.”

“As an early-stage company, we need to balance feature sets and cost. But we also are looking to work with companies that are keyed into the needs and challenges of startups. Dialpad felt like the best fit and really checked all of the boxes we were looking for.”

“Dialpad allowed our entire company to work remotely.”

“Dialpad is always listening to customer feedback, and they've been quick to implement some changes we've requested. They're super responsive, and their customer support is excellent.”

“With Dialpad we can answer calls seamlessly. We handled around 9,000 more minutes worth of calls the first week fully remote as we did the week prior.”

“Questions about payments, travel dates, and flights would all go into Outlook. It gets messy there,”

“We’re making more outbound calls and more connections with people, and wasting less time dialing a number from a sheet of paper or Excel sheet,”

“We’re using Custom Moments to create labels for our tours because it shows us how customers are talking about our different tours. If they’re talking about Italy, for example, they tend to call it a hands-on experience. This helps us label and brand our tours using words that customers use,”

“Custom Moments help us dig into why we’re seeing this spike in calls, and staff our team staff accordingly next time”