When you were a kid, did you ever sit with an encyclopedia and browse through the myriad subjects, scouring the pages for new information? Those old hard cover volumes have been replaced today by Google and Wikipedia, but our desire for knowledge continues. With just a few keystrokes, or a shout out to Siri, we can find pretty much anything we want to know. This is 8x8’s desire for our customers and end users- that they can easily and quickly find any information related to how to use 8x8 solutions- and the reason why we launched our public Support Knowledge Base.
The 8x8 Support Knowledge Base (KB) has evolved from being an internal channel for 8x8 support agents to share information with each other, to today becoming an external facing information repository. Initially, documents that were once passed around via email were collected, edited, formatted, and made available in a more polished and official capacity. Next, articles, manuals, user guides, and downloads were added that could be shared with customers.
In October 2015, we added a powerful search engine to the Knowledge Base. This search capability has the ability to learn and adapt to user input. A month later, 8x8 announced the availability of the Knowledge Base to our customers. Users flocked to the KB to learn about a myriad of topics- from how to activate their phones, set up their call flow, to how to configure voicemail settings.
The most recent phase of development has brought customer login, case creation and management to the KB. As of June 2016, 8x8 customers can create support cases directly through the KB, view previous cases, reopen cases, and add notes. The KB on average serves over 1,000 users per day with more than 20% of all traffic to the site resulting in downloads of the desktop software and product documentation. This has added a whole new dimension to 8x8 Support!
Our goal in expanding the Support Knowledge Base is to provide our customers with all the relevant information needed to use 8x8 products and services. As new products are released, new content is added to the KB. Our team diligently reviews on an ongoing basis, all new and existing content for accuracy and relevancy, and is always on the lookout for new content to help our customers. With each update of 8x8 Virtual Office Desktop, Virtual Office Mobile, or Virtual Contact Center, the documentation is updated to introduce new features.
Earlier this year, we introduced Virtual Office Meetings 2.0. This release brought a fresh, new look to virtual meetings, allowing greater opportunities for collaboration, content sharing, and HD video. On the KB side, we published this article in anticipation of the release: What is new in Virtual Office Meetings 2.0? We also shared content regarding new capabilities for Virtual Contact Center. With each approaching holiday, we highlight articles on setting up holiday hours on 8x8 phone services.
We’re always on the lookout for feedback from our customers on ways to further enrich the KB and welcome suggestions for new content. At the bottom of each article, we have the option to let us know whether or not the content was helpful. Simply click Yes or No and add a comment. If you can’t find what you’re looking for, you can click Request an article at the bottom of the search results page. Give us a detailed description of what you’re looking for. These requests are reviewed daily, and we aim to add new content on an ongoing basis, or edit existing content, to meet our readers’ needs.
To get you started on your journey through the 8x8 Support Knowledge Base, check out How do I use the 8x8 Support Knowledge Base? You can click the links below to see some of our most popular articles. Come visit the KB today and learn more about 8x8’s products and services!
Publish Date: September 2, 2016 5:00 AM
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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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