Sharpen Reviews & Product Details

I really appreciate Sharpen for its queue callback feature that improves customer service and boosts efficiency. It allows customers to request a callback instead of staying on hold, which helps in decreasing abandoned calls and reduces the need for customers to call back or leave messages. Additionally, setting up Sharpen was easy, which I find highly beneficial. Review collected by and hosted on G2.com.

They could improve support and communication when servicing or updating their platform, which would reduce any downtime. Ensuring customers know the software update schedule ahead of time would help operational planning. Review collected by and hosted on G2.com.

Sharpen platform is so deep with so many parts to it. To pick one area of "The Best" about Sharpen would do any justice. However I do want to mention that the Sharpen Care Team has been instrumental with our growth. They are always at our beckon call. If an answer to my question is given during the phone call they get right back to me within a short amount of time. Review collected by and hosted on G2.com.

Everything has been great with Sharpen. One downside that Sharpen may not be able to control is user error. I feel the system is easy to use. However some with lesser computer knowledge may have a few extra questions. Review collected by and hosted on G2.com.

Sharpen is easy to use and support responds quickly. We are excited for functionality we have seen on their roadmap in the near future as well. We have seen a lot of improvements in stability and functionality since going live at the end of 2020. Review collected by and hosted on G2.com.

Great to partner with and find solutions. We have run into a few situations where Sharpen handles something differently than what we would consider standard on other platforms and require a product enhancement request to make the change. These enhancements may require a global change to the platform rather than a change to just our org. Sharpen support is quick to offer workarounds where possible. Review collected by and hosted on G2.com.

I like the customization that we have to deliver a unique experience and the ability manage the system ourselves instead of relying on the vendor to make minor changes. The product has met my expectations and I have been able to accomplish a lot with it. Review collected by and hosted on G2.com.

Nothing. They are great business partners. Review collected by and hosted on G2.com.

Their helpdesk is probably the most helpful thing I've encountered in any system. Anytime I have questions, concerns, or trying to build, they're always right there to lend me a hand. I know there's no extra charge and they are so friendly. Review collected by and hosted on G2.com.

The usual cloud glitches. Not capturing interaction notes in reports from email queues. Review collected by and hosted on G2.com.

Sharpen has enabled us to increase our year over year performance for two years in a row. The plethora of tools available has made managing our center more efficient, productive, and positive. Review collected by and hosted on G2.com.

Sharpen has so many options, it can be hard to get started without help! Review collected by and hosted on G2.com.

ease of use, implementation, technology. everything related to this platform is related to service. Review collected by and hosted on G2.com.

the system has been in constant growth and thats a good thing. I dont have any dislike. Review collected by and hosted on G2.com.

The implementation process was fairly smooth, felt very supported by the SharpenCx team throughout the build and were very accommodating when we needed extra support in the training aspect. It is a great contact center solution system as there is a wide range of trackable metrics. Our contact center uses the system daily and it is very user-friendly and has helped reduce our abandoned/missed calls. The system offers several features and the support team has been great at walking us step by step to make sure that we are able to take full advantage of what the system offers. The administrator account does require more time and knowledge to navigate but the SharpenCx team has been great at providing the support when needed. Thank you to Mack, Matt, and Amila for all the support that they have provided, the Jira team is also very quick to respond and troubleshoot. Review collected by and hosted on G2.com.

There are some metrics that are affected by UTC time and it is a bit of nuisance but the SharpenCx team are working diligently to resolve this. Review collected by and hosted on G2.com.

I like how easy it is to navigate the website. I like the feature where you can toggle the queues that you're logged into for the call queue. Review collected by and hosted on G2.com.

I wish it had a speed adjuster when listening to calls so we can listen to a call at 2x speed. Also, an easier interface when you open a call to skip easier, instead of having to pause, move the slide bar and then click. Just a little time-consuming. Review collected by and hosted on G2.com.

I love that our agents can see all of their interactions in one place. Whether Calls, texts, chats, emails, etc. All things in one system make it easier to manage and help our customers. I also love that we can now include our QA score within Sharpen. It really is a one-stop shop for our team. Review collected by and hosted on G2.com.

I don't know that there is anything I dislike about Sharpen. There are a few things that might seem frustrating for some; for example, each reply creates a new interaction so if you are working with someone with an issue, when they reply the interaction does not stay with you. Also, the way you add attachments to an email is weird but once you get used to it, it's not bad. Overall I have had a pretty good experience. Review collected by and hosted on G2.com.