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The customer support team is very slow to respond when problems arise. I've been stuck multiple times, and the lack of support is frustrating. There are also bugs in the software that customer support doesn't seem to know how to solve and they just don't respond to my support requests. Don't expect quick response times if you decide to use CM Commerce.
While this app is definitely less sophisticated than competitors for segmentation & overall functionality, our biggest issue is a clunky interface with limited customizability and TERRIBLE customer service. We've had many issues over the years, including products not syncing for our campaigns, campaign links not clicking through to site securely (despite being verified on CM's app), receipts randomly not sending, and several other issues on a smaller scale. We've given them ample opportunities to change and fix, having been with them from the beginning when it was Receiptful, through to Conversio, and finally now as Campaign Monitor, but their response times keep getting worse. We often won't hear back for 24-48 hours during week days, and it can take weeks (and in the product sync case - originally months) to fix for a problem that still resurfaces. Cannot recommend.
The app features are OK but the pricing structure is weird and is based on how many customers your store has had over its lifetime, not how many orders you are currently processing per month. Was very poor value for our store.
We also had a very bad experience of being overcharged as once they have your details they can change how much they charge you. I had to issue chargebacks to claw some of this money back as customer service was unresponsive
To top it off, when I cancelled my account they deleted all my review photos which took me 5 years to generate - seriously, WTF?
This was a great app and great company until they sold out to CM Group. Ever since then the price has gone through the roof and their support is what would expect from a corporation that really only cares about money and not their customers. After 6+ years we are moving on as there are ton of cheaper apps out there.
Support is awful! They take days to respond. An app with all these features NEEDS to have a chat system.. The backend is really easy to use. NOT iOS friendly at all! Very expensive/ if you are not using all features. Not happy. Links are not working and no one has responded in 2 days
Great app before it was sold. The pricing has been tripled and no worthwhile features have been added. Despite using this product for 4 years we're moving on.
Don't let the $20 price fool you, its a bill that keeps growing.. It became the most expensive app we had... WAY not worth it read conversio.com/pricing
Hi Raffi,
Sorry to hear you feel this way.
As with other marketing automation solutions, our pricing is based on usage (i.e. directly the size of your customer and contact database) and pricing would / should thus increase as you grow your business.
I had a quick look at your account too and noticed that you never used a paid plan with Conversio, so never used all of our available tools. Whilst our free plan was available though, our receipts tools helped you generate ~$25K USD in additional revenue, which is a pretty great ROI for a free app. :)
If you'd like to talk more about this or explore whether it is viable for you to use more of Conversio's tools (and still have a great, positive ROI), ping me here: adii@conversio.com.
Cheers
Adii Pienaar
Founder / CEO
Worst customer service I've seen in the Shopify world. Most businesses offer instant chat support. They always take more than 24 hours to answer any email support. I've been with them for multiple years and my newsletter feature was automatically disabled on the Monday of the BLACK FRIDAY week supposedly because of bot subsciptions to my list. It took them more than 24 hours to send me suggestions to fix the problem with their outdated documentation (the buttons I'm supposed to click are not even there). I've not been able to fix anything. And every email I send them has a 24h response time, with a response that is not helping.
Unfortunately the app has changed from being free to wanting to charge me $40/month. That's a pretty big jump. Um, no thanks.
Worst app we've ever used. Been with them since the start of our store - 3+ years ago and their prices keep increasing and increasing especially when their management decided to make the plan based on # of customers we have on our store, versus the usage of the app which is completely ridiculous and extortionist.
Plan went from $49 - $99 (decent for receipts and some followups) to over $350 at the time we deleted them off.
Not to mention the fact that they removed all free plans and with every move, no notice to us or probably any other customer.
Stay far away if your looking for receipts and followups, tons of alternative companies that aren't shady.
Hi Jay,
I'm sorry to hear that you feel that our pricing changes have not been communicated properly and that it isn't in-line with the improvements we've made to the product. I wanted to share a little bit of context though:
1. We first announced our pricing changes in June 2018 (with multiple emails). All of our customers were grandfathered on those plans and the initial plan was to have everyone switched by 30 June 2019. We however only made those final switches now.
2. As recently as mid-May, I emailed you directly from my personal email account about the changes. I also extended a discount and the opportunity to work with you to maximise the value you get from Conversio before the changes came into effect.
3. A quick look at your account historically shows that you earned ~$7 in additional revenue for every $1 you spent with Conversio. Even with the pricing increase, you would've still been ROI positive (something that is very important to us.)
4. Based on your mailing list size, I don't know of another solution that would've been more cost-efficient for you. I will also add that Conversio customers that uses most or all of our tools (thus simplifying their tech stack and consolidating all email-related marketing automation to Conversio) will always have a higher ROI.
If you're interested, we'd love to jump on a call and figure out how we can make both the pricing of your account and the implementation of the various tools work for you and your business. It has always been our primary goal to help our customers do profitable email marketing.
I'm available on adii@conversio.com if you want to discuss and explore this.
Cheers
Adii Pienaar
Founder / CEO