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We like the idea of using the Shopify inbox on our site but in reality the app is too basic.
There is no ability to universally select notification settings. Notifications are automatically set to ON and now everyone with access to our store is getting notifications.
To switch this off - EVERYONE will need to individually enter the app and disable notifications for themselves. Even if you have 100 staff members who are nothing to do with customer service. That is bad app design.
As the store owner I should be able to select who gets access to Shopify inbox and universally what the notification settings are.
I think there also needs to be more functionality integrated around which staff members are currently available to take conversations - ideally auto allocating them to people on shift.
Thank you for taking the time to provide feedback. I have shared your ideas for universal notification settings and staff auto-allocation with our product team.
- Shopify Inbox Team
its always bots
really bad getting one through the app is really annoying and impossible
Thank you for your feedback. We are sorry you are having trouble getting through the app and would love to learn more to help us improve Inbox.
Feel free to reach out to us at inbox@shopify.com with more information about what parts of the app are difficult to navigate. Thanks!
- Shopify Inbox Team
Its great except if you have a customer service agent or another email for support questions you cant use this app. It will only send to the store owners email. They really need to change this - most store owners are doing their own support or have a different email even if they are and cant change their stores email to the support email for security reasons.
I don't think I am getting notified when mail arrives, otherwise I am fine with it
Thank you for your review! If you're having issues receiving notifications we recommend reaching out to our live support team. They will be able to check your settings and troubleshoot the issue. You can also learn more about setting up the app here: https://shopify.link/WJna - Skye
I meant to check bad: I am being inundated with messages from random strangers who want to, "talk about Shopify" but don't. I think they're bots and its starting to get annoying!
Live Chat allows people to preview what the customer is typing to help better anticipate their needs and give an almost immediate response. Watching dots ... is a waste of time when every second matters
The biggest thing that would help would be the ability to use it on a desktop as well. Interacting with a customer via typing on a phone, copy and pasting pages on a phone, etc. is far less cumbersome when in front of the computer, and so on. So, when at the desk, I'd prefer to use the computer and only when I have to, use the phone. Would make interaction/responses quicker, clearer and faster, and thus making the customer service better, if the goal of this app is to be service oriented.
Additionally, being able to adjust the location of the message icon on the site would be helpful in light of other apps that use the same floating concept. Maybe offering bottom left, bottom right, mid-right, mid-left, top-right, and top-left as options would be and helpful.
As someone else mentioned, a "ding" or audial alert seems to be of fundamental importance with an app such as this and it appears to be missing.
Good idea, but implementation needs to be a bit more nuanced with, at minimum, the updates mentioned above before we could reasonably consider using it.
Hello Catholic Productions,
Thank you for your feedback, and we understand your frustration at some of the limitations of Shopify Chat.
These are all great suggestions, many of which are already on our list of features and improvements.
We appreciate the feedback and hope to address some of your concerns soon.
Best,
Ellen
Removed this app after a month. Half the time could not reopen on my phone to answer questions from prospective customers so no chance of real time chat. Very buggy. At times the app simply would not open. Not a great impression left for me or my customers. Will continue my search.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you experienced these issues when utilizing the app. If you are still using it, I would recommend removing the app and re-installing it. If you are still noticing these issues, I would recommend reaching out to our support team to take a closer look into this. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. -Marty, Shopify Support