Thanks @Joel Sandi
It did seem like much of the support information was geared to a different service tier, with features/options that Express didn't have -- but the documentation never explicitly explained those tiers and service distinctions. (And the end result is advice that sends one in a loop or towards a dead end.)
Similarly, (when in 8x8 Express, e.g., the red speech bubble in https://support.8x8.com/express), if I try Otto, the bot will respond to questions with articles matching keywords. However, it'll follow up and ask if I found the links helpful, but when I say, "No", it just says "Sorry..." (with no handoff on how to get an agent.)
Similarly, in Express, when I type 'agent', it just dead ends:
Alternatively, if I'm in 8x8 (e.g. the red text bubble here in community), the 'agent' functionality does seem to work:
However, the initial service request form doesn't seem to include Express as a support option:
The Express option is pretty affordably priced, so I'd understand if it doesn't include a lot of hand-holding type support. But, if that support isn't actually offered, it'd be good to know not to try looking for it.
I will however put up my questions here on the community, which seems like a fine alternative to me.
Thanks,
John
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John Everett
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Original Message:
Sent: 11-11-2021 16:42
From: Joel Sandi
Subject: Does this company have no direct customer service?
Hi @John Everett,
We're really sorry for the confusion. We're currently in the process of looking at bridging a technical gap offering web case submissions to Express customers. In the meantime, if you are unable to find answers to your questions via the Knowledge Base at support.8x8.com, you can use Otto from the Knowledge Base or here on the Community (the little red speech bubble icon in the bottom right corner) to connect to live chat support for help. Thank you for posting! We are doing our best to understand and address these experience gaps!
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Joel, 8x8 Global Customer Care
(he/him/his)
Minneapolis
Original Message:
Sent: 11-11-2021 11:27
From: John Everett
Subject: Does this company have no direct customer service?
Am I doing something wrong?
1. I go here: https://support.8x8.com/support-services/support/how-to-create-a-case-with-8x8-technical-support
2. The page instructs: "Click Get Support in the right corner of this page"
3. I click the "Get support" button -- a link for https://sso.8x8.com/login/selfservice but which actually brings me to: https://8x8.force.com/s/
4. At https://8x8.force.com/s/ , there is a "Support" option, i.e.:
5. I click the "Support" option -- a link for https://support.8x8.com/Starter but which actually brings me to https://support.8x8.com/express
6. At https://support.8x8.com/express , I'm whipped back to a page which offers just chat bots, online tutorials, and FAQ type support articles. No mention of cases or creating case is apparent as I can see.
Am I missing something? Thanks for any help!
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John Everett
Original Message:
Sent: 11-10-2021 07:04
From: Zoe Birch
Subject: Does this company have no direct customer service?
Hi Chris
Apologies to hear you are struggling to reach out to our Customer support teams.
We have different avenues of reaching Customer support,
1. Chat Bot as you mentioned
2. Raising a case via your support portal - Steps can be found here, https://support.8x8.com/support-services/support/how-to-create-a-case-with-8x8-technical-support
3. If you need to call to speak live with an expert:
Call us at - UK: 0207-096-6060, US: 1-855-977-7731, Australia: 1300 088 917, New Zealand: 0800452545
Hope this helps you to contact our support team.
Thank you
Zoe
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Zoe Birch
Customer Experience Program Manager
8x8
Aylesbury, Bucks, United Kingdom
Original Message:
Sent: 11-10-2021 02:50
From: Chris Randall
Subject: Does this company have no direct customer service?
I am trying to sort out an issue with my account and I cant find any direct support all I get is chat bots and online tutorials, software just doesn't work!!!
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Chris Randall
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