Love it - could do better with customer service and simplify features
February 26, 2022

Love it - could do better with customer service and simplify features

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 X Series

This is our main phone system. It rings to the receptionist who uses the platform to park, transfer, etc. She uses the desktop app for VM management. We all use it for messaging. We use both the mobile app at home and physical phones in the office.
  • Fields phone calls in a very high volume office
  • Allows team to quickly communicate
  • Customization of VM, ring times, park/transfer options, etc.
  • App improvement - connectivity issues
  • Base level training - new employee handbook/training
  • Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
  • Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.
  • Increased efficiency
I am not impressed with the response to tickets we input. I never feel like they take the time to fully understand our issue. For instance, we could not record a new VM and save it. We tried everything. No one suggested deleting old messages (which we did after the call and it seemed to help), no one gave alternate solutions, and no one really seemed to understand the urgency of the matter. I would much rather have a point person or team I turn to for problems rather than just calling in and getting someone that does not understand our business, how we use the product, etc.

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


Are you happy with 8x8 X Series's feature set?


Did 8x8 X Series live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 X Series go as expected?

I wasn't involved with the implementation phase

Would you buy 8x8 X Series again?


Overall, the app is very easy to use, the desktop is very easy to use, and for what I need, the phone is also very easy. Online login for reporting, VM, etc, can be complex, but I can get through what I need to. Call reporting gives SO MUCH data - would be nice to have a simplified report to run.
It is well suited for busy offices with heavy phone traffic. It is good when calls come into the mainline, not each person's individual line. It is good for offices with remote workers. It is good for offices with various locations. It is not good for areas with poor reception (app) or areas with frequent internet outages.

8x8 X Series Feature Ratings

Hosted PBX
Not Rated
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Not Rated
Call park
Call screening
Not Rated
Message alerts
Video conferencing
Not Rated
Audio conferencing
Not Rated
Video screen sharing
Not Rated
Instant messaging
Mobile app for iOS
Mobile app for Android

Evaluating 8x8 X Series and Competitors

Yes - Not sure
  • Product Features
  • Product Usability
  • Product Reputation
Meeting our business needs

8x8 X Series Support

Kept well informed
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
I am not sure