Encharge
Edit : 11 April 2025
Hey Daniel @ Encharge,
Thank you for your detailed response. While I appreciate the transparency, I’d like to address a few points and offer some constructive feedback to help rebuild trust and confidence among potential and existing customers.
1. Public Deadlines vs. Rapid Execution
You mentioned Basecamp/37Signals as an example of avoiding public deadlines, but this comparison feels misplaced. Basecamp is a long-established company with a mature product and market position. A more relevant parallel is Evernote under Bending Spoon.
After its acquisition, Evernote’s new owners didn’t shy away from accountability—they shipped features weekly, improved reliability, and won back lost users. This wasn’t a "rat race" but a demonstration of hustle and strategic execution. Customers don’t need rigid deadlines, but they do need visible progress—proof that the team is committed and capable of delivering.
Question: How will Encharge demonstrate this level of commitment?
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2. Team Transparency
You emphasized being a small, growing team, but specifics matter.
Question:
- How many developers, customer support, and other team members are dedicated to Encharge now?
- What’s the ratio of engineering to customer-facing roles?
Transparency here would reassure customers that the team is adequately resourced to address their needs.
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3. Roadmap Clarity
While you’ve shared some insights, customers need clear priorities.
Questions:
- What are the top 5 upcoming features you plan to release?
- What are your top priorities for the first three months?
Evernote’s success post-acquisition was built on actionable transparency—showing users exactly what was coming next. Encharge could adopt a similar approach to rebuild confidence.
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4. Missing Features Hurt Growth:
Without key features, customers won’t experience Encharge’s full potential, reducing word-of-mouth referrals. Passive usage replaces advocacy.
Better Pricing Logic: Limit email sending but offer unlimited contacts—this is more scalable and user-friendly than unlimited sending for just 50,000 contacts.
Your willingness to engage is commendable, but actions speak louder than words. Customers want to see:
1. A clear, actionable roadmap (even without rigid deadlines).
2. Team transparency to gauge capacity and commitment.
3. Rapid, visible progress—like Evernote’s weekly updates.
I hope you’ll consider these points. The market is competitive, and demonstrating hustle and strategic vision will be key to winning back trust.
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Original post :
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I purchased the Tier 6 plan expecting a robust automation tool, but I’m now considering a refund due to significant limitations and missing features.
Major Drawbacks:
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- Restrictive Contact Limit: The 50k contact cap is far behind competitors like Acumbamail (unlimited contacts + 100 websites/landing pages in Tier 1) and SwipeOne (unlimited contacts in Tier 5).
- Gated Features: Critical functionalities like event-based segmentation and Shopify integration are locked behind the top-tier LTD plan, which feels unfair for a "powerful" automation tool.
So there is no strength and differentiations from other contenders.
- Broken Basics: Form tracking simply didn’t work for me with a simple HTML form.
- Missing Double Opt-in: A highly requested feature since 2021 (139+ votes on feedback board), yet still unimplemented.
- This slow development pace is concerning.
Reliability & Security Concerns:
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- Reports of email deliverability issues raise doubts about its "enterprise-grade" claims.
- No two-factor authentication (2FA) or any other approach to enhance the security of our account.
- No transparency around security measures - No security certification mentioned anywhere.
- Support via Live Chat is unresponsive (read, but not reply) , leaving issues unresolved.
Lack of Vision & Commitment:
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- The feedback board highlights the absence of a clear roadmap or ETAs for requested features. With new ownership, we need strong commitment more than vague promises
- Lack of a public development plan with timelines.
- Short-term and long-term goals aligned with user needs.
- Proof of progress, not just past successes from 2021.
- Lack of information about team composition, such as the number of full-time developers.
I wish to see the new owners will demonstrate strong commitment by providing clear vision, direction, specific feature release timelines , quickly adapt to user feedback and swiftly remove restrictions.
- Overly cautious limitations suggest a lack of confidence and ambition, potentially hindering business success.
Final Thoughts:
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Without addressing these core issues—functional gaps, security concerns, and transparency—it’s hard to justify this investment. I’ll likely be refunding.