Item: 8x8 Work
Rating: 9
Author: Erika Buncom

Use Cases and Deployment Scope

We use 8x8 to connect with our partners and clients effortlessly. The X series has a lot of great benefits as well as products to choose from. It seems as though we were allowed to customize our plan to our small company. I will say that, at times it is a bit difficult to get in contact with members of the customer service team and the account managers. Relying on the chat to receive specific answers can be brutal, but when you get connected, you truly do become at ease knowing that your problems/issues will be resolved. I recommend this service over and over when I can due to the success of the quality.

Pros and Cons

Provide reliable phone service.
Allows us to customize how we want our phone service to be presented.
Offers a variety of consoles/products to choose from.
Provides you with an account manager and sales manager for specified coverage.

Customer service reachability.
Access to replacement products that have hardware issues.
Having a phone number to actually speak to someone about concerns as opposed to the chat.
The chat redirecting to generalized FAQ instead of more in depth solutions.

Return on Investment

X Series catches all voicemails to allow us to go through them at our pace.
We have confidence in all connections.
Randomly resets the user rules to default.

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?

I wasn't involved with the selection/purchase process

Did implementation of 8x8 Work go as expected?

Yes

Would you buy 8x8 Work again?

Yes

Likelihood to Recommend

X series is well suited for strong telephone clarity, ring groups, and text messaging as well as voicemail and faxes. The mobile application allows us to work from home, instead of the office where our desk phones are, and is truly a gem and life-saver.

Support Rating

8x8 support can be phenomenal. After getting in touch with a support member, all of my problems are either solved right away or throughout a small time frame, fine-tuned to my circumstance/issue. Whether they are following up via phone call or email, I have full confidence and faith that any matter will be resolved.
Trying to contact the support team is where things get a bit tricky. Raising an issue in the chat can be taxing as we are mostly referred to the general FAQ section of the site. Although it may be helpful to some, it does nothing for those of us that have very specific problems. If each account holder can receive access to a customer service line that differs from non-member account holders, I think we'd have a higher level of trust and a lower level of frustration.

8x8 Work Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support cares about my success	Difficult to get immediate help Need to explain problems multiple times

Premium Support

N/A

Bug Resolution

Yes - Neither resolved to my satisfaction nor in a timely fashion. I am still awaiting a response regarding three cordless phones that each have hardware malfunctions (all the same model). There have been no alternates, only a recommendation of a rental desktop device, that simply will not fit on the desk provided to the receptionists.

Exceptional Examples of 8x8 Work Support

Starting a new business, we were faced with a dilemma: Should we employ 8x8 or go with a different leading communications specialist company. Deciding to continue with 8x8 provided less hassle than signing up the first time around. Setting up, choosing a plan, and relievering overall care was immaculate and just about a streamlined system. Very Lovely.

Reliable. Confidence Provoking. Honest.

Overall Satisfaction with 8x8 X Series