Response from Greg Bonness of Sharpen
I really appreciate you taking the time to share your experience with us at Sharpen. Feedback like this helps us work cross-functionally to improve our product, service and our partnership with you. Know that we don’t take it lightly, and we act on the information you share with us.
I’m particularly sorry to hear about the issues you’ve had with softphone connectivity and latency. Our dev team has a detailed roadmap to revamp Sharpen Connect, our UC solution for backend and office users to make sure issues like these don’t happen. It’s frustrating when they do, and we want to be a partner you can count on, not a source of frustration.
With the core of our business being to support contact centers, we’ve put a priority on building out Sharpen Empower, our contact center platform, to give our customers the functionality and flexibility they need to reach lucrative CX business goals. We know there’s room for improvement for our office users as well, and we have a team dedicated to upgrading core functionality and quality, with a full product revamp currently under development. We’ve made substantial progress in clearing up known issues for the rest of our customer base, so I’m sorry to hear that you haven’t felt the same relief.
I understand that not all organizations share the same business needs, and issues that pop up impact each of our customers differently. That’s why as we’ve been improving our product, we also started a user group to connect and hear from more of our customers. In each session, our executives talk through important roadmap developments and platform improvements. Each user group is an open forum where customers can join, talk with one another, and bring their concerns directly to our executive team. I encourage you to join these sessions and share your feedback with our product and development leaders.
Always feel free to reach out to your dedicated client success manager, or to me, to work through any issues you have, too. I’m here to improve your experience and help you reach your business goals – no matter what.
Again, thanks for the feedback.
Greg Bonness, Director of Client Experience