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How Shopmonkey uses Dialpad

under 30 seconds

“our average speed to answer has been under 30 seconds every single week”

As published on dialpad.com. Captured by usedby on Oct 8, 2026.

What happened

Shopmonkey's support team uses Dialpad as its phone and contact center platform, replacing Intercom voice. Agents handle phone, chat, email and web tickets from one queue, with configurable IVR routing, call history lookup and AI Scorecards for call quality review.

Summary written by usedby from the source page, in English. The figures are those of Dialpad and Shopmonkey, not ours.

  • 92%“Today they're at 92%.”
  • 30–40%“our phone volume increased about 30–40% from what it was on Intercom”
  • 15 minutes“Steve's fix took 15 minutes.”
  • four times“that reviewer can now score four times as many calls per session as they could manually.”

Since we made that change, our average speed to answer has been under 30 seconds every single week. We just pulled April's numbers—our average was 20 seconds.

From the page. dialpad.com, captured Oct 8, 2026

Be methodical in your approach— but don't add AI just for the sake of saying you do AI. Really act on what's in the best interest of your customers. For us, that means keeping the phone answered in under 30 seconds. That's what our customers want, and that's what drives the scores and the sentiment we're proud of.

Steve Hart, Director of Support, Shopmonkey. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: under 30 secondsCheckedPrinted word for word on the page, near the name of Shopmonkey.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Shopmonkey.
  • Shopmonkey uses DialpadCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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