# 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](https://www.dialpad.com/customers/shopmonkey-rebuilt-support-from-the-ground-up-and-dialpad-made-every-call-count/). Captured by usedby on 2026-10-08.

- Company: [Shopmonkey](https://www.usedby.ai/companies/shopmonkey.md)
- Tool: [Dialpad](https://www.usedby.ai/tools/dialpad.md)
- Teams: Support, Sales, Payments

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure under 30 seconds is printed word for word on the page, near the name of Shopmonkey.
- Checked: the passage quoted above is copied word for word from the page, near the name of Shopmonkey.
- Checked: Shopmonkey uses Dialpad. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/shopmonkey-dialpad · How we check: https://www.usedby.ai/methodology