SharpSpring - Detailed Review
Customer Service Tools
SharpSpring - Product Overview
SharpSpring Overview
SharpSpring is a cloud-based Customer Relationship Management (CRM) and marketing automation tool that is particularly suited for businesses of all sizes, but it is most popular among small to medium-sized enterprises.Primary Function
SharpSpring’s primary function is to help businesses automate and streamline their marketing and sales processes. It integrates various tools to manage customer interactions, track leads, and optimize sales pipelines.Target Audience
The target audience for SharpSpring includes small to medium-sized businesses (SMBs), especially those with 10-50 employees and revenues between $1 million and $10 million. The platform is widely used in industries such as Marketing and Advertising, and Information Technology and Services.Key Features
Marketing Automation
SharpSpring offers a comprehensive email marketing automation platform that allows businesses to create personalized messages, automate campaigns, and track user behavior. It includes features like drip emails, lead scoring, and dynamic content to engage prospects effectively.Contact and Opportunity Management
The CRM provides robust contact management, enabling businesses to collect and consolidate consumer data from various sources. It also includes opportunity management, which helps in tracking leads through the sales funnel and identifying areas where sales resources should be focused.Forms Automation
SharpSpring features a dynamic form builder with a drag-and-drop WYSIWYG framework, making it easy to create and integrate responsive web forms directly into the CRM. This helps in capturing first-party data from consumers.Social Media Integration
The platform integrates with social media, allowing businesses to manage posts across multiple platforms and collect customer data in real-time. This integration helps in linking social media interactions with the appropriate contacts in the CRM.Automation and Workflow
SharpSpring automates various workflows to improve operational efficiency. This includes automated dialing, call recording, and transcription features, as well as the ability to automate repetitive tasks.Analytics and Reporting
The platform offers analytics and ROI tracking, providing insights into customer behavior and the effectiveness of marketing campaigns. It also allows for the creation of dynamic landing pages and customizable CTAs based on customer preferences.Sales Pipelines
SharpSpring enables businesses to customize their sales pipelines and view progress on a Kanban-style board. Sales data can be easily exported and transformed into visual reports and charts.Conclusion
Overall, SharpSpring is a user-friendly and affordable marketing automation tool that helps businesses streamline their marketing and sales processes, making it an attractive option for SMBs and digital marketing teams. SharpSpring - User Interface and Experience
User Interface Overview
The user interface of SharpSpring, while highly functional, has some nuances that affect its ease of use and overall user experience.Interface and Customization
SharpSpring’s interface is described as crisp and detailed, allowing users to customize the layout to their preferences. You can arrange widgets, charts, and reports based on what is most important to you, which enhances the user experience by making the most relevant information readily accessible.Ease of Use
While SharpSpring’s interface is not as intuitively organized as some of its competitors, such as HubSpot, it is still user-friendly once you get past the initial learning curve. The platform is particularly favored by marketing agencies and those with some marketing background, but it may present a challenge for non-marketers or those new to marketing automation. SharpSpring does offer a comprehensive knowledge base, including articles, blog posts, FAQs, and videos, which helps users get up to speed quickly.Form and Page Builders
SharpSpring features an intuitive form builder and landing page editor. The dynamic form builder allows you to create and customize forms quickly, using a drag-and-drop interface that makes it easy to reorder content and view changes in real-time. Similarly, the landing page builder uses a point-and-click editor, enabling you to create professional-looking pages with minimal effort.Automation and Tracking
The platform is strong in automation and tracking features. For example, the Visitor ID tool uses reverse IP lookup to identify website visitors, and you can set up important pages to boost lead scores when visited. Additionally, SharpSpring provides daily emails with visitor and lead activity, and it offers detailed insights and analytics on form performance.Customer Support
SharpSpring is praised for its excellent customer support. Users can access support through live chat, community forums, or support tickets, with a promise of a helpful response within one hour on working days. This level of support is consistent across all subscription plans, which is a significant advantage.Conclusion
In summary, SharpSpring’s user interface is functional and customizable, but it may require some time to get accustomed to, especially for those without a marketing background. However, the platform’s extensive resources and strong customer support help mitigate any initial difficulties, making it a valuable tool for aligning sales and marketing efforts. SharpSpring - Key Features and Functionality
SharpSpring Overview
SharpSpring is a comprehensive marketing automation tool that offers a range of features, particularly beneficial for small to medium-sized businesses. Here are the main features and how they work, along with their benefits and any integration of AI.Marketing Automation
SharpSpring automates various marketing tasks, such as sending emails, tracking customer actions, and handling other repetitive activities. This automation saves time, allowing marketers to focus on creating innovative marketing strategies rather than manual tasks.Email Marketing
SharpSpring’s email marketing tools enable users to create personalized and targeted email campaigns. These tools track customer interactions and preferences, ensuring that emails are relevant and engaging. This personalization increases email open rates, click-through rates, and conversion rates.Lead Management
SharpSpring has strong lead management capabilities, allowing users to track and nurture leads throughout the sales funnel. The platform’s visual workflow builder makes it easy to create complex, multi-step campaigns that automate the lead nurturing process.Built-in CRM
SharpSpring includes a built-in CRM that seamlessly integrates with its marketing automation tools. This integration provides a unified view of customer interactions, facilitating collaboration between sales and marketing teams. The CRM helps in managing customer data and interactions in one place.Dynamic Form Building
The platform offers dynamic form building, allowing for the creation of smart forms that adapt based on user behavior and data. This feature enhances user engagement and improves data collection.Reporting and Analytics
SharpSpring provides comprehensive reporting and analytics tools, including real-time ROI tracking and customizable dashboards. These tools help users track key metrics such as open rates, click-through rates, and conversions, enabling data-driven decision-making.Social Media Management
SharpSpring has enhanced social media management tools that allow users to schedule posts, monitor engagement, and analyze performance across multiple platforms. This feature helps in maintaining a consistent social media presence and measuring its impact.Landing Page Builder
The platform includes a landing page builder with more customization options and mobile-responsive templates. This tool helps in creating effective landing pages that are optimized for different devices, improving user experience and conversion rates.AI Integration
While SharpSpring does not have advanced AI capabilities like some of its competitors (e.g., Salesforce Marketing Cloud), it does use data analytics to track customer preferences and behaviors. This data-driven approach helps in personalizing marketing efforts, though it does not leverage AI to the same extent as some other platforms.Automation Workflows
SharpSpring allows users to create automation workflows using its visual workflow builder. This tool makes it easy to automate repetitive tasks and personalize customer journeys without requiring extensive technical knowledge.Conclusion
In summary, SharpSpring is a powerful tool for marketing automation, lead management, and customer engagement. While it may not have the advanced AI capabilities of some other platforms, it effectively uses data analytics to personalize and optimize marketing efforts, making it a valuable asset for small to medium-sized businesses. SharpSpring - Performance and Accuracy
Performance
SharpSpring is known for its strong performance in marketing automation and CRM functions. Here are some highlights:Efficiency
- Once set up, the platform operates quickly, allowing users to create forms, update contact lists, and perform various tasks efficiently. The presence of templates makes task execution faster.
Automation Features
- The automation features are impressive, enabling the automation of lead identification, monitoring, and conversion processes. This includes launching customized ad campaigns, designing web pages, and integrating marketing funnels for analytics.
Initial Setup Challenges
- However, the initial setup of SharpSpring can be cumbersome and may require assistance from technical support personnel, which can be a performance bottleneck for new users.
Accuracy
In terms of accuracy, SharpSpring offers several features that enhance data precision and lead assessment:Real-Time Lead Assessment
- SharpSpring has a real-time lead assessment feature that tracks how leads behave over time, considering metrics such as page tracking, fit, and completeness of information. This helps in accurately assessing lead quality.
Reporting and Analytics
- The platform provides comprehensive reporting and analytics capabilities, including real-time ROI tracking and customizable dashboards. This ensures that the data provided is accurate and useful for decision-making.
Limitations and Areas for Improvement
Despite its strengths, there are some limitations and areas where SharpSpring could improve:Customer Service
- Customer Service: There have been reports of issues with customer service, including difficulty in getting support and a lack of a free trial, which can make it a risky investment for some users.
Data Integrity
- Data Integrity: Some users have reported issues with data integrity, such as inaccurate data and difficulties in resolving these issues due to the lack of internal accountability and the inability to unite the necessary parties to fix the problems.
Email Accuracy
- Email Accuracy: SharpSpring has a high demand for email accuracy, which can sometimes lead to account suspensions due to bounced-back emails. This requires additional measures, such as using third-party email checker services.
Enterprise-Level Performance
- Enterprise-Level Performance: SharpSpring may not be optimal for very large customer databases or enterprise-level environments that require deep customization or integration with a wide array of external systems.
AI and Automation
While SharpSpring is strong in marketing automation, it does not specifically highlight AI-driven customer service tools as a core feature. However, its automation capabilities do help in streamlining customer service processes by automating repetitive tasks and providing real-time data, which can improve the efficiency and accuracy of customer service operations. In summary, SharpSpring performs well in marketing automation and CRM, with strong features for lead management and real-time analytics. However, it has some limitations, particularly in customer service support, data integrity, and enterprise-level performance. For businesses looking for an all-in-one marketing and sales platform, SharpSpring can be highly beneficial, but it may not fully meet the needs of those seeking advanced AI-driven customer service tools. SharpSpring - Pricing and Plans
SharpSpring Pricing Overview
SharpSpring, a marketing automation and revenue growth platform, has a structured pricing system based on the number of contacts and the specific needs of the user. Here’s a breakdown of their pricing plans and the features included in each:
Standard Plans
SharpSpring offers several standard plans, each tied to the number of contacts you manage:
1,000 Contacts Plan
- Cost: $449 per month
- Features: Includes marketing automation, campaign tracking, email campaigns, event-based automation, landing pages, forms, sales reporting, basic reporting, and bi-directional CRM syncing.
10,000 Contacts Plan
- Cost: $999 per month
- Features: All the features from the 1,000 contacts plan, scaled up for a larger contact list.
20,000 Contacts Plan
- Cost: $1,449 per month
- Features: All the features from the 1,000 contacts plan, scaled up for an even larger contact list.
Agency Plan
- Cost: Custom pricing
- Features: This plan is designed for agencies and includes all the features from the standard plans, plus additional agency-specific management options. Agencies can manage multiple clients from a common dashboard and retain 75% of the revenue they earn using SharpSpring’s services. You need to schedule a call with SharpSpring to get a custom quote.
Enterprise Plan
- Cost: Custom pricing
- Features: This plan is tailored for large enterprises and includes all the features from the standard plans, along with advanced features such as enhanced reporting, unlimited users, and customized branding. Pricing is available upon request.
Additional Costs
- Onboarding Plan: There is an optional onboarding plan available for $2,399, which includes training and support for the first two months. This is a one-time purchase.
Free Options
- SharpSpring does not offer a free-forever plan or a free trial period. Users must commit to one of the paid plans to use the platform.
In summary, SharpSpring’s pricing is contact-based, with different tiers offering the same set of features but scaled for the size of your contact list. For agencies and enterprises, custom pricing plans are available.
SharpSpring - Integration and Compatibility
Integration Methods
SharpSpring can be integrated with other systems through several methods:API and Native Integrations
SharpSpring provides powerful API integrations that allow for deep, native integrations with various applications. This includes integrations with CRM systems, marketing tools, and other business applications. For instance, SharpSpring can integrate with your existing CRM, syncing leads, activities, opportunities, and custom fields seamlessly.Zapier Integrations
SharpSpring also supports integrations via Zapier, a popular automation platform. This allows users to connect SharpSpring with over 7,000 apps without any coding. You can set up triggers and actions between SharpSpring and other applications, automating workflows in just a few minutes. For example, you can create a Zap that triggers an action in SharpSpring when an event occurs in another connected app.Other Integration Platforms
In addition to Zapier, SharpSpring can be integrated using other platforms like ApiX-Drive. This platform enables users to link SharpSpring with over 294 available systems, allowing for automatic data transfer between these systems without the need for programmers.Compatibility Across Platforms
Multiple Services and Applications
SharpSpring can be integrated with a wide array of services, including but not limited to:- CRM systems: Integrates with built-in CRM or existing CRMs to sync leads and activities.
- Marketing tools: Supports ad retargeting, email automation, and campaign optimization across platforms like Google, Facebook, and Instagram.
- Project management tools: Can be integrated with tools like Zenkit to sync contact data, track leads, and manage marketing campaigns.
- Analytics and reporting tools: Provides campaign analytics and customizable reports, integrating with tools for content ROI tracking and online/offline lead tracking.
Devices and Accessibility
SharpSpring is accessible across various devices, including desktops and mobile devices. The platform offers a mobile CRM, allowing sales teams to manage leads and activities on the go. This ensures that all marketing and sales efforts are aligned and efficiently executed, regardless of the device being used.Automation Capabilities
SharpSpring’s integration capabilities are enhanced by its automation features. Users can configure rules for data exchange between systems, ensuring that information is updated automatically at specified intervals. This automation helps in managing retargeting ads, email campaigns, and lead scoring, among other functions, without manual intervention. In summary, SharpSpring’s versatility in integration and its compatibility with a broad range of tools and platforms make it a highly adaptable and efficient solution for managing marketing and sales activities. Whether through API, native integrations, or platforms like Zapier, SharpSpring can be seamlessly connected to various applications to streamline workflows and enhance productivity. SharpSpring - Customer Support and Resources
Customer Support Channels
Phone Support
Users can contact SharpSpring via a phone line listed on their contact page. While the initial call might not always be answered immediately, a second attempt is often successful, and the support team will brief you on the next steps, such as setting up a meeting with the relevant personnel.
Email Support
You can submit support requests via email, although the response time can be somewhat delayed. In one instance, a response was received after three days, and the email was not very helpful.
Live Chat
SharpSpring features a live chat icon at the bottom right corner of their homepage. However, the chatbot is limited to answering very specific requests and may prompt you to submit a ticket for more complex issues. If you need to speak with a real human, you will be directed to submit a ticket.
Support Resources
Support Center
The support center offers various resources, including emails, videos, guides, and the ability to log and track support requests. Once logged in, you can access the resource section to find assistance and track your support tickets.
Virtual Classroom (Training)
SharpSpring provides online virtual classes, which are webinar-based, to help users learn how to use the various features and tools of the software. These classes are particularly useful for understanding automation and integration features that may require some technical skills.
Additional Tools and Integrations
AI Chatbots
While SharpSpring’s chatbot is somewhat limited, integrating with other services like Social Intents can enhance customer support by allowing real-time interactions through platforms like Microsoft Teams, Slack, or Gmail. This integration enables quick responses to customer inquiries without switching between apps.
Third-Party Integrations
SharpSpring can be integrated with other services such as Smith.ai, which provides 24/7 sales agents for lead follow-up, appointment scheduling, and other customer engagement tasks. This integration helps in automating lead conversion and ensuring continuous customer support.
Ease of Use and Setup
While setting up SharpSpring is not particularly easy, the software offers a demo and a guided tour to help new users get familiar with the tools and features. Once set up, uploading contacts and segmenting data is relatively straightforward.
Overall, SharpSpring’s customer support is multifaceted, offering various channels and resources to help users manage and optimize their marketing and sales processes effectively.
SharpSpring - Pros and Cons
Advantages
Cost-Effective for Larger Teams
SharpSpring stands out for its pricing model, which includes unlimited users on all plans. This makes it particularly cost-effective for larger teams, unlike many competitors that charge per user.
Comprehensive Marketing Automation
SharpSpring offers a complete suite of marketing automation tools, including content creation, email marketing, social media scheduling, and a built-in CRM system. This allows businesses to manage all their marketing efforts from a single platform.
Solid CRM and Automation Features
The platform includes a decent CRM that enables you to manage contacts, send personalized messages, and automate workflows. It also supports behavior-based emails and dynamic forms, which can enhance lead generation and conversion rates.
Analytics and Reporting
SharpSpring provides various analytics and reporting capabilities, such as email analytics, campaign tracking, behavior tracking, and ROI reports. While the depth of these reports may be limited, they still offer valuable insights into your marketing efforts.
Integrations
SharpSpring can be integrated with other tools and services, such as Smith.ai for 24/7 sales agents and Zapier for automating workflows between different apps. These integrations can help streamline your sales and marketing processes.
Disadvantages
Intuitiveness and User Experience
SharpSpring is not particularly intuitive for non-marketers, which can make it harder to get started and use effectively. The platform’s lack of intuitiveness, combined with occasional bugs and slowdowns, can be frustrating.
Limited Advanced Features
While SharpSpring offers a strong set of basic features, it falls short when it comes to advanced marketing automation needs. Users have reported that the features are not comprehensive enough for more sophisticated marketing strategies.
Deteriorating Service Quality
Some users have reported a decline in the quality of service over time, including malfunctioning features and issues with building lists and testing forms. This can impact the reliability of the platform.
Customer Service Issues
There have been reports of unprofessional customer service, which can negatively affect the user experience and trust in the software.
Reporting Limitations
The analytics and reporting features, while extensive, often lack the depth expected from a CRM and marketing automation suite. Additionally, the platform does not offer much freedom to segment data, making it difficult to extract meaningful insights.
High Cost for Basic Use
While SharpSpring offers good value for money when all its features are utilized, it can be expensive for users who only need it for basic tasks like creating emails and simple workflows.
By weighing these pros and cons, you can make a more informed decision about whether SharpSpring is the right fit for your business needs.
SharpSpring - Comparison with Competitors
SharpSpring’s Unique Features
- Marketing Automation and CRM: SharpSpring stands out with its integrated CRM and marketing automation capabilities, which include behavior-based email automation, dynamic forms, and visitor ID features. These tools help in tracking and nurturing leads effectively, making it a strong choice for small to medium-sized enterprises.
- Chatbot Integration: SharpSpring offers chatbot settings that allow for segmentation of visitors, such as launching different chatbots for customers, leads, and others at various stages of the buyer’s journey. This segmentation enhances the relevance of the content shown to visitors, increasing engagement.
- Integration and Automation: SharpSpring integrates well with other tools, such as Slack for live chat features, and offers smart email automation and analytics, which are crucial for optimizing marketing and sales efforts.
Alternatives and Comparisons
Tidio
- AI Chatbot and Live Chat: Tidio is known for its AI-powered chatbot, Lyro AI, which automates replies, identifies support opportunities, and recognizes user behavior to make sales recommendations. Tidio integrates with websites, eCommerce platforms, and social media, providing a unified customer service experience. Unlike SharpSpring, Tidio focuses more on chatbot and live chat integration, making it a good option for small to medium-sized eCommerce businesses.
- Pricing: Tidio offers a free plan and paid plans starting at $29/month, which is more affordable than some of the other options.
Yellow.ai
- Omnichannel Support: Yellow.ai provides an omnichannel conversational AI platform that supports text and voice interactions across various channels, including social media, messaging apps, and email. This makes it a strong alternative for large enterprises and multinational corporations seeking a scalable AI solution. Unlike SharpSpring, Yellow.ai’s focus is more on omnichannel support and advanced sentiment analysis.
- Pricing: Yellow.ai offers a limited free plan and custom pricing for paid plans based on business needs.
Forethought AI
- Ticket Classification and Routing: Forethought AI is specialized in automating and optimizing customer support ticketing processes using AI and machine learning. It categorizes and routes tickets to the right agents and provides automatic responses to common issues. This is different from SharpSpring’s broader marketing automation and CRM focus. Forethought AI is best for mid-sized to large enterprises looking to improve agent productivity.
- Pricing: Custom pricing based on the scope of operations and the number of agents.
Zendesk AI
- Scalable Customer Service Platform: Zendesk AI offers a scalable, omnichannel customer service platform with strong automation capabilities. It includes AI-powered ticket routing, self-service capabilities, and detailed analytics. While SharpSpring is more geared towards marketing automation and CRM, Zendesk AI is better suited for large businesses needing a comprehensive customer service solution.
- Pricing: Custom pricing available based on business needs.
Conclusion
SharpSpring is a versatile tool with strong marketing automation and CRM features, making it an excellent choice for small to medium-sized enterprises. However, depending on specific business needs, alternatives like Tidio for chatbot and live chat integration, Yellow.ai for omnichannel support, Forethought AI for ticket classification and routing, and Zendesk AI for a comprehensive customer service platform might be more suitable. Each of these tools has unique features that cater to different business requirements, so it’s essential to evaluate your specific needs before choosing the best AI-driven customer service tool for your organization. SharpSpring - Frequently Asked Questions
What is SharpSpring and what does it offer?
SharpSpring is a cloud-based customer relationship management (CRM) and marketing automation platform. It provides a range of tools to manage customer relationships, automate marketing tasks, and integrate with other software platforms. Key features include marketing automation, lead scoring, dynamic forms, email marketing, and social media management.
What are the key features of SharpSpring?
SharpSpring offers several key features, including:
- Marketing Automation: Automate tasks such as sending thank-you emails or follow-up emails after a purchase.
- Dynamic Forms: Forms that adapt in real-time based on user behavior and data.
- Lead Scoring: Prioritize leads based on parameters like email opens, time spent in the sales funnel, and phone calls.
- Email Marketing: Personalized and behavior-based email campaigns.
- Social Media Management: Publish content, schedule posts, and track engagement on social media platforms.
- Analytics/ROI Tracking: Track campaign performance and ROI with customizable reports.
- Sales Tools: Includes sales pipelines, integrated dialers, and automated call recording.
How does SharpSpring integrate with other software platforms?
SharpSpring integrates with hundreds of apps and software platforms, including FreshBooks, Salesforce, and Shopify, without requiring any programming knowledge. This allows you to manage everything from a single platform and keep track of it all with accessible, customizable reports.
What are the pricing plans for SharpSpring?
SharpSpring offers several pricing plans:
- Basic Plan: $14.99 per user/month.
- Growth Plan: $49.99 per user/month.
- Pro Plan: $99.99 per user/month.
- Agency & Enterprise Plans: Custom pricing for agencies and larger enterprises, which include features like managing multiple client accounts from a single dashboard and unlimited user access.
- Additional options include an onboarding plan for $2,399, which provides training and support for the first two months.
Does SharpSpring offer any free trials or plans?
Yes, SharpSpring offers a free 14-day trial to let you test the platform before committing to a paid plan. There is no long-term contract required.
What kind of support does SharpSpring provide?
SharpSpring provides 24/7 live chat support, ensuring you can get help whenever you need it. Whether you have questions about using the features or general inquiries about the CRM, their support team is available to assist you.
Is SharpSpring suitable for small to medium-sized businesses (SMBs)?
Yes, SharpSpring is particularly well-suited for SMBs and marketing agencies. It combines CRM and marketing automation in an all-in-one platform, making it easy to use and integrate into existing workflows without extensive technical resources.
How does SharpSpring help with lead management and nurturing?
SharpSpring helps with lead management through features like lead scoring, dynamic forms, and behavior-based email marketing. It allows you to prioritize leads based on their interactions and automatically assign them to the appropriate marketing campaigns, ensuring leads are nurtured effectively through the sales funnel.
Can SharpSpring be used for social media management?
Yes, SharpSpring includes social media management tools. You can pull in social information based on email addresses, publish content on the fly or schedule posts in advance, and measure marketing KPIs to adjust your social campaigns as needed.
How does SharpSpring’s reporting and analytics work?
SharpSpring provides customizable reports and analytics to track campaign performance and ROI. The platform has recently improved its reporting dashboard, offering more granular insights into campaign performance, which helps marketers make data-driven decisions and demonstrate the value of their efforts.
Is SharpSpring user-friendly and easy to set up?
Yes, SharpSpring is known for its ease of use and straightforward user experience. It offers a visual workflow builder for creating complex campaigns without requiring technical expertise, and the platform is generally easy to set up and use.