No Data Integrity or Customer Support Escalation
July 27, 2019
No Data Integrity or Customer Support Escalation
Score 2 out of 10
Vetted Review
Verified User
Overall Satisfaction with SharpSpring
SharpSpring is being used by both our sales and marketing teams. SharpSpring was initially purchased with the intention of addressing customer conversion issues, however, we quickly discovered that it doesn't fix any of these due to data integrity issues. The software's reporting systems for emails is entirely junk, and upper management from SharpSpring IT has even admitted it. If you compare the data within SharpSpring email reports, the exported Excel sheet, and an individual Life Of The Lead report, you can see that none of the data matches. On top of straight-up wrong data, SharpSpring also reports email opens and clicks falsely. It will show that an email was sent, opened, and every single link in the email clicked within 3 seconds of each other. We suspect it's due to spambots doing this, but SharpSpring has not identified this. So you are creating automated systems and analytics reports based on false data. You can't even come up with an internal manual process to sift through the data and report in your own way since the excel email report is full of false data - straight-up admitted to us by an upper manager from SharpSpring IT.
- Automation Triggers
- Integrating with Intercom Chatbot
- Action Groups
- Fixing data integrity. Email reports in SharpSpring, the exported excel file, and individual "life of the lead" reports have completely different and conflicting information.
- Email clicks are falsely represented.
- SharpSpring customer support has no escalation capabilities for issues beyond their control. When you finally get in contact with someone who has decision-making power, your request goes nowhere since it might bridge two-or-more departments.
- All report data is false. There is no such thing as ROI because it is untrackable with this software and management refuses to fix it since it bridges interactions between multiple departments and the company is very siloed. Customer support reps are actually physically incapable of transferring calls to their own departments' upper management - their phone system doesn't allow it.
- We lose approximately 12.5% of our sales staff's 40-hour workweek since 5 hours are spent doing nothing due to improper product updates. The product development team at SharpSpring works on updating the software continually throughout the week during working hours and breaks crucial features during the process. Rather than creating a backlog of needed updates and pushing them live once a week on non-working hours, they push updates live during working hours and break the system so our sales staff is left unable to do things (send Smart Emails, update lead owners, save contact profile changes, add new leads, etc.) Something new is always down, not due to bugs, but simply due to a bad internal process for product updates.
SharpSpring is a significantly more robust system. Zoho did not have any capabilities for marketing automation and was rather mediocre in a bunch of different areas. SharpSpring, on the other hand, has way more marketing automation features. However, SharpSpring's reports and data integrity are significantly worse than Zoho (or just about any other CRM we've used.) Their email report data is completely off.