Customer Story: Kenneth Law from 8×8

Kenneth Law, Director of Digital Support at 8×8, shares how SupportLogic transformed their escalation management. By reducing escalation rates from 13% to under 2%, SupportLogic has not only improved case handling efficiency but also boosted employee satisfaction and customer experience. Kenneth highlights how SupportLogic’s insights into escalation causes have reshaped agent training, customer interactions, and overall business operations. With SupportLogic as a partner, 8×8 now leverages advanced account health insights to elevate their support processes and customer outcomes. Read the full case study here.