How to Use Dialpad Contact Center to Manage Customer Communications

‍

Dialpad AI Contact Center reduces operational complexities, simplifies coaching, and delights customers. Here’s a step-by-step tutorial on how to use it to manage customer communications:

1. Dialpad contact center is one workspace for your calls, messages, meetings and customer conversations.
2. You can take all your support calls within your dashboard.
3. Once you're on a call, the built-in AI will start taking notes in the background.
4. It will transcribe the conversation for you in real-time.
5. You can also create Real-time Assist cards that automatically pop-up during customer calls, when a selected keyword is detected.
6. When it recognizes trigger keywords, it'll surface helpful information so you can resolve customer requests faster.
7. Mainline support helps your managers see which agents need support by keeping an eye on customer sentiment.
8. They can check the live transcript to get extra context before jumping on the call to help their agents.
9. Post-call summaries help managers review agents' performance instantly.
10. The AI directs you to the most interesting/relevant moments in the transcript.
11. You can @mention your team with notes and add comments to coach them.
12. Next, use the Heat-maps to check on call volume or use keyword search to see which support topics are trending.
13. You can analyze all of your customer interactions and track customer satisfaction by combining predictive insights with CSAT survey results.