8x8 Customer Support: New AI, Automation Tools, and Service Tiers
Your 8x8 support team is focused on modernizing everything we do to give you more self-service support options, more easy-to-read technical documents, more service tiers, and more of anything else we can think of to help get your queries answered accurately and as fast as possible.
We get it. It is frustrating when something is not working like you expect and requires you to contact support. The last thing you want to do is spend lots of time on the phone with a support agent. So what are we doing about it?
Otto the Chatbot
Please allow me to introduce you to one of the newest members of our customer support team: Otto. Otto is an AI-based chatbot that works to get you answers to your 8x8 support questions fast and can get you to the right human when you need additional assistance. Visit Otto on our support page. Why did we name our chatbot Otto? Otto, in Italian, means eight!
In its early stages, Otto is having several thousand interactions with users daily and resolving 25 percent of incoming queries without requiring the customer to have to wait for a live agent. The average wait time to speak with a support person is already dropping by several minutes. We are continuing to work to make Otto smarter and more useful to improve on those stats while giving you the best support experience we can either via your desktop or your mobile device.
New Service Tiers & Knowledge Base
We have redesigned our support organization to deliver new service tiers that can better fit your needs. These include:
- Premium Plus
Each tier provides a mix of services and benefits. Get details here.
With recent product updates in 8x8 Work and others, it is a good time to check out our knowledge base, if you have not done so recently.
Finally, I would like to say thank you to all our customers who have submitted Net Promoter Score (NPS) ratings about us. If you are not familiar, NPS is one of the top ways to evaluate customer experience and loyalty. It measures how likely a customer is to recommend a vendor. Our performance is measured partly by how well our NPS scores increase over time.
We currently have a +53, which is among the best in our industry, but we are striving to do better. To that end, we have several items in our service delivery roadmap, that we think you will love.
I do read each customer satisfaction survey and every customer comments we can keep getting better for you. I invite you to reach me directly to share your feedback. Email me at firstname.lastname@example.org.
Mohan Achar, 8x8’s VP of customer support, is responsible for managing technical support queries and responses.