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.
Joe, thank you for the feedback on our Queue Callback and Support experience!
It’s great to hear that our Queue Callback feature is successfully driving down your abandonment rates and that you found the initial setup process seamless—we aim for that "easy-to-start" experience. I also want to sincerely thank you for your transparency regarding our support and communication during platform updates. We recognize that unexpected downtime or lack of visibility into update schedules can disrupt your operational planning.
Here is how we are addressing your feedback:
• Proactive Communication: We are currently refining our notification process to ensure customers receive more advanced notice regarding maintenance windows and feature deployments.
• Support Accessibility: We’re working on streamlining our support channels to ensure that when you do have questions during an update, you get answers faster.
If you have specific suggestions, please feel free to reach out to us at csmteam@sharpencx.com.
Best regards,
Rebecca Burdick, Head of Customer Success at Sharpen