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What is Sharpen?

Industry Specialties: Serves all industries

Sharpen is a cloud-based contact center platform allowing agents to interact with customers more efficiently and deliver better user experiences. The resources ensure agents are effectively trained and well-prepared to handle customer interactions. Other offerings include platform architecture, inbound routing, reporting and analytics, remote work support and more. .
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#24

Sharpen is ranked #24 in the Call Center Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Sharpen Pricing

Based on our most recent analysis, Sharpen pricing starts at $0 (Per Minute, Usage-Based).

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Price
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Starting From
$0.05
Pricing Model
Per Minute, Usage-Based
Free Trial
No

Training Resources

Sharpen is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Sharpen:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Sharpen Benefits and Insights

Why use Sharpen?

Key differentiators & advantages of Sharpen

  • Continuous Improvement: Get instant access to the product’s guide and learn how to analyze metrics for holistic customer experience, five KPI categories, how to improve EX and CX-based data analysis, methods to enhance service levels and more. 
  • Turn Data Into Meaningful Actions: Understand what’s happening with operations by seeking assistance from experts who review operational data with multiple customers regularly. 
  • Empower Agents: Coach agents inside their queue by offering tools and autonomy to work and perform best while tracking their empowerment, effectiveness and efficiency. 
  • Personalize Conversations: Equip the support team to solve any issues in time while personalizing every customer touchpoint. Offer client information to agents, so they take the most appropriate actions for better resolutions.  
  • High-Touch Partnership: Implement interactions and workflows with a partner who shares similar goals. Keep a hands-on partner as those goals change or grow to realize success, no matter what that means to the organization. 

Industry Expertise

Sharpen caters to all big and small organizations offering help desk support.

Sharpen Reviews

Average customer reviews & user sentiment summary for Sharpen:

User satisfaction level icon: great

116 reviews

85%

of users would recommend this product

Sharpen has a 'great' User Satisfaction Rating of 85% when considering 116 user reviews from 3 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Sharpen reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • Easy to Use: Sharpen's interface is intuitive and user-friendly, making it simple for agents to learn and navigate. The platform's drag-and-drop functionality allows for easy call flow creation and modification, empowering supervisors to make changes without relying on IT support.
  • Agent Empowerment: Sharpen provides agents with tools to manage their availability and schedules, promoting a sense of ownership and control over their work. The platform also offers performance dashboards and analytics, enabling agents to track their progress and identify areas for improvement.
  • Supervisor Visibility: Sharpen offers supervisors real-time and historical data on agent performance, call queues, and other key metrics. This comprehensive visibility allows supervisors to identify trends, address issues promptly, and make data-driven decisions to optimize call center operations.

Cons

  • Limited Reporting: Sharpen's reporting capabilities may not be sufficient for some Call Centers, especially those with complex needs or a large volume of calls. The platform may lack the ability to create custom reports or integrate with other business intelligence tools.
  • Integrations: Sharpen may not offer a wide range of integrations with other business tools, such as CRM or workforce management systems. This can limit a Call Center's ability to streamline workflows and improve efficiency.
  • User Interface: Some users find Sharpen's user interface to be clunky or outdated. The platform may not be as intuitive or user-friendly as some other Call Center software options.
  • Customer Support: Sharpen's customer support has received mixed reviews, with some users reporting long wait times or difficulty getting issues resolved.

Researcher's Summary:

Sharpen seems to be a bit of a mixed bag, with users highlighting both its strengths and weaknesses. On the positive side, many appreciate its user-friendly interface and intuitive design, making it easy for agents to navigate and find the information they need quickly. The platform's robust reporting and analytics capabilities also receive praise, allowing managers to track key metrics and identify areas for improvement. Additionally, Sharpen's omnichannel functionality is a major plus, enabling seamless communication across various channels like voice, email, and chat.

However, some users point out that Sharpen can be a bit pricey compared to other call center software options. There are also occasional complaints about technical glitches and a lack of certain advanced features found in competing products. Some users mention that customer support can be slow to respond at times.

So, who is Sharpen best suited for? It appears to be a good fit for small to medium-sized businesses looking for a user-friendly and comprehensive call center solution. Larger enterprises with more complex needs and higher call volumes might want to explore alternatives with more advanced features and scalability.

Key Features

  • Simplified Interface: Access detailed customer profiles and analyze data related to past interactions. Personalize experiences, serve faster and spend less time searching for customer data. 
  • Omnichannel: Interact with customers across multiple channels, including social media, call, video call, messaging, SMS and community using robust tools to boost customer satisfaction and team productivity. 
  • Workforce Engagement: Improve customer experience with better adherence management, scheduling and forecasting. Train agents with coaching sessions and real-time feedback to enhance productivity and team workflows. 
  • Remote Work: Help agents stay productive and cater to customer queries from anywhere via mobile apps. Let agents interact with customers across many channels and boost the overall client satisfaction rate. 
  • Analytics: Analyze an agent's performance across multiple channels and bring in data to create real-time, intelligent customer insights. Coach employees to become more productive, performance tracking, team processes optimization and make decisions for the company's customer operations. 
  • Implementation and Support: Get an onboarding session from an experienced professional while installing the system to optimize results, drive maximum results and learn about the product and its installation techniques better. 
  • Inbound: Create inbound routes that allow customers to communicate more effectively with agents without channel barriers via workflow routing and conditional automation. 
  • Customer Feedback: Understand customers better, measure satisfaction rates, understand product expectations through client surveys and get insights into everything that might generate more leads. 
  • Security: Get creative in CX and optimize interaction flows and empower agents while preserving customer trust and safety. 
  • Integrations: Eliminate the chances of a data breach via world-class integrations with robust customer database tools and CRMs such as Zendesk and ServiceNow. 
  • REST APIs: Get the flexibility and freedom to build customer-centric solutions and streamline customer journeys by securing data and improving interactions. 

Limitations

At the time of this review, these are the limitations according to user feedback:

  •  Configuration is confusing.
  •  No free trial version.
  •  Only two pricing plans. 
  •  Sometimes access to use text/international text doesn’t work. 

Suite Support

mail_outlineEmail: Not mentioned on the website.
phonePhone: (855) 249-3357.
schoolTraining: Get onboarding training from experts to use the product more effectively and drive maximum results. Learn more from knowledge base articles and the resource center.
local_offerTickets: Not available.

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