Item: 8x8 Work
Rating: 10
Author: Verified User

Overall Satisfaction with 8x8 Work

Use Cases and Deployment Scope

8x8 is our partner in unified communications. They assist us with the connection between us and our clients. We can stay in touch with our clients by calls, SMS, conferencing and fax services. It allows our team to be on the go and still look like they are in the office

Pros and Cons

Pros

Ease of Use
Reporting
Admin Changes
Multiple types of communications - voice, SMS, conferencing

Cons

Troubleshooting/Repair Response
Network Testing
Device Upgrades

Return on Investment

We have seen an increase of around 25% in customer satisfaction due to the always available model
Savings between $200-$250 a month in IT costs
Estimated 35% increase in employee productivity

Usability

Ease-of-Use is one of the reasons we stay with 8x8. Changes can be made in minutes rather than hours. This includes admin changes or even call flow changes.

Alternatives Considered

8x8 Contact Center, SMS and AutomateCRM

Every solution has its positivies and negatives, but the ability to make changes as a company and not have to wait for someone to make them for you is very important to us

Key Insights

Do you think 8x8 Work delivers good value for the price?

Yes

Are you happy with 8x8 Work's feature set?

Yes

Did 8x8 Work live up to sales and marketing promises?

Yes

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Other Software Used

Microsoft 365, Salesforce CMS, ABS Software

Likelihood to Recommend

8x8 is well suited for any company that has employees needing to stay in constant contact with their clients. The ability to contact clients or potential clients is key in today's marketplace. Stability in service has never been an issue and between the mobile and desktop app we are always ready to respond. Anyone company in the B2B or B2C marketplace can find 8x8 a reliable partner with solutions to meet their needs

8x8 Work Feature Ratings

Using 8x8 Work

Users and Roles

12 - Sales, Customer Serivice, Marketing

Support Headcount Required

2 - Office Manager, IT Specialist

Business Processes Supported

Customer Support
Customer Connectivity
Internal Contact

Innovative Uses

SMS to confirm appointments
Video Conferencing and Screen Sharing
Mobility

Future Planned Uses

Contact Center
Bulk SMS Marketing
Real-time Video Support

Likelihood to Renew

Great services to use and attractive pricing

Evaluating 8x8 Work and Competitors

Products Replaced

Yes - Mitel - Ease of Use and pricing

Key Differentiators

Ease of Use

We are always needing to make changes to call flow and connect with our clients via SMS & Conferencing 8x8 allows us to do this in one platform when others did not

Evaluation Lessons Learned

Review all of the services under the monthly price instead of putting the solution together ala carte

8x8 Work Support

Support Rating

Chat feature is relatively new, but getting someone to answer technical or how-to questions takes a few hours rather than instantly through chat.

8x8 Work Customer Support Pros and Cons

Pros	Cons
Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem	Difficult to get immediate help Slow Initial Response

Premium Support

No, we handle most things in-house and no need to pay the amount when we have issues so infrequently

Bug Resolution

Using 8x8 Work

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	Requires technical support

Easy Tasks

User Changes
Call Flow Changes
SMS Service
Conferencing intergration

Difficult Tasks

Auto Attendant

Mobile Interface Availability and Impressions

Yes - Very well as long as service provider has 2+ bars of service. Sometimes mobile app lags but it is understandable at this time

Comments

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Alison Stewart
(Vendor Representative) commented 2 months ago
Dear Customer thank you for your review Were delighted that 8x8 enhances your unified communications improving customer satisfaction and productivity while reducing IT costs. We appreciate your praise for its ease of use and flexibility. Your feedback on improvements is valued.