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8x8 X Series and Customer Service
Updated April 08, 2022

8x8 X Series and Customer Service

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

Overall Satisfaction with 8x8 X Series

The only issue that I faced so far is learning the program. Being a new admin with 8x8 X Series, I have had a lot of questions and needed help figuring stuff out. They have great customer service. Every page on the admin portal they have a chatbot. When you need help you can click on the chatbot and right away you are either directed to helpful documents or a customer service rep.
  • Customer services
  • Documentation
  • Webinars
  • Maybe just having on the admin portal adding pictures of users
  • The app has been great for users who are away from the office
  • Text messages
  • Voice mail emails
I have had nothing but great experience using 8x8 X Series. I have used Mitel in the past, and it was confusing, and their customer service was awful. They hardly had anything on the web about how to do stuff, unlike 8x8 X Series which makes it a lot easier to deploy new phones. When setting up a new phone or a new user it is easy. It makes it great that they allow themselves to sink to AD.

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?

I wasn't involved with the implementation phase

Would you buy 8x8 Work again?

Yes

It is really user-friendly. Between the App and the Desktop App, all my users know how to use it. They know how to set up their own devices for it. The admin portal is pretty easy to navigate as well. If I do have a question, I know the chatbot is there if I had any questions or concerns.
I am pleased with the time that customer service takes to get back to me. It seems like it is no time at all. The documents that they have online are really helpful as well and up to date. They have great webinars that explain how to do different stuff.

8x8 Work Feature Ratings

10.0
Hosted PBX
Not Rated
User templates
10
Call reports
10
Directory of employee names
10
10.0
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Message alerts
10
10.0
Video conferencing
Not Rated
Audio conferencing
Not Rated
Video screen sharing
Not Rated
Instant messaging
10
10.0
Mobile app for iOS
10
Mobile app for Android
10

Using 8x8 X Series

250 - The business function that the 250 people represent varies in the department. We have a whole quite a few staff members belonging to accounting. From Accounting, we are the tax people which is a small handful of individuals. Then from the tax group, we have the auditors and lawyers. We also have an IT department. Then we have different inspectors representing all parts of the other different departments.
2 - There are only two people in our IT department me and another guy that actually takes on the tickets that arise from 8x8. We handle all the troubleshooting if it arises.
When it comes to troubleshooting 8x8 is so much in-house documentation that it makes it easy to troubleshoot. So the skill required is reading a how-to from a document.
  • Making phone calls
  • Text messages
  • Allowing it to be on a cell phone
  • Using the app in Cell phones
  • Connecting different device to make calls
  • The ease
  • Getting off of Okta and moving to Microsoft
  • Continue to having the app on Cell phones for those who work remotely
I have had nothing but great support from 8x8. Between their chatbot to the documentation
that they have available, I wouldn't want to go anywhere else.
The most important part of not moving any where else would be if we were to go remote. Everyone already has the app on their phone so going remote would be so easy.

Evaluating 8x8 X Series and Competitors

8x8 X Series Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Did we purchase premium support, I am not for sure if we purchased premium support. It feels like it because of the support that we get when we need it. It is prompt and really helpful.
So it almost seems like we did get the support that we needed. Great support from 8x8.
I just started this new job (still new) but I had so many questions to come up from the users of the company. I needed help on everything from just the basic admin stuff to understanding everything else. 8x8, I felt like they held my hand through the process of learning the program. It has been great. They have so many resources available not to forget their webinars that are really insightful to admins still trying to learn the program.