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I have tried to use this app several times over the last few months and have been very disappointed each time. It has great potential and I really want to like it but it has fairly major usability problems, delays in notifications of received messages (meaning the customer has already left the chat session before I'm notified they've sent a message) along with a lack of transparency about automated messages.
Today I received a notification of a chat message and when I went to respond I can see the app has already sent several automated messages to the customer with incorrect information. These messages were not programmed into the app by me so I have no idea how they were generated. The reply the customer received was incorrect as it advised her that her order number didn't exist, which is incorrect. I now have a very unhappy customer to deal with. I do not trust this app to respond to my customers and have turned it off yet again.
Hi, there. Thank you for taking the time to leave this review and provide us with this feedback. We are sorry to hear you are experiencing issues with the app. I would recommend reaching out to our live support team to take a closer look into these issues with you. Please contact our support team directly so that this issue can be troubleshot and investigated in more detail: https://bit.ly/2AWw5VA. Thanks again! -Marty, Shopify Support
Very happy about this app. Very easy to use and functional . All products are linked which is very easy to forward customers.
It's great! Customers are using it a lot and it is easy for us to manage and use. I like the mobile app to. Sometimes notification flags do not reflect when a notification item has been cleared.
Important Notes:
Pro:
It's Free
Increases ROI*
Increases profit*
Improves brand image*
Improves customer service level*
and many more benefits
cons:
no scroll bar to see new messages - or (auto scroll to the latest text)
notifications (Have not seen any yet)
sounds (really would desire for some sounds to alert that a customer is trying to contact us or me)
Fantastic Idea, Can not wait for the improvements in the future, I strongly recommend people to download this app!
it has many benefits that could be of use to you and your team and mainly your customers.
Hello Key Chain Central, and thanks for your review.
When a customer messages you, Ping will send you a push notification (as long as you have notifications turned on and you are logged in). Also, the customer will see a red indicator dot on the Chat icon if you have responded to their message when the Chat widget is closed.
All the best,
Ellen
I like the idea, to get everything into the backend of the webshop, but it lacks a few things. I does not pull old messages in from messenger only new, and not new messages written from outside inbox, this means that if you have made contact with a customer for a competetion etc, you cannot see the conversation in inbox, before the customer answers :-(. Alså more providers like zendesk, freshworks and soho, could be nice to be integrated into this, or maybe even go all the way, and let the system handle a custom email address, so that all written customer service could be handled in this system. It does not seem like the integration part has been delt with since the start of this project. An email channel with custom email, would solve quite a bit..
Hey, there. Thank you so much for taking the time and sharing this feedback. We appreciate the additional context about being able to pull old messages, integrating with CRM systems, and having your own custom email address, and we'd be happy to pass these suggestions along to our development team for future considerations. Thanks again! -Elias, Shopify Support
pretty good experience so far although I don't know how it relates to the customer on shopify I was trying to reach? shopify took me out of my customer's order to this and now I can't find my customer?
Thank you for writing your review and for letting us know about this issue. Shopify Inbox can be used by merchants to communicate with customers about their order, while details of the customer and their order remain in the Shopify admin. If you're having difficulties finding or navigating this information, please contact our support team directly who will be happy to help: https://bit.ly/2AWw5VA. -Victor, Shopify Support
UPDATED REVIEW: Moved to 1 star. No progress has been made with this app. It doesn't load half of the time. There is no way to deleted/complete messages or categorize them still after 6 months and a newly updated name. Still no way to switch between stores. If you have multiple stores, you have to log out and log back in. There is no easy way around this. Original Review: 2 Stars We have 2 stores, we are unable to manage both within shopifyping.com There isn't a way to have a set schedule when our customer service staff shows up to work every day. The message management is clunky and you're unable to filter/archive old messages. When this app gets much needed improvements, my review may change.
Hello KIALOA, thank you for the review and feedback!
We heard the feedback and want to let you know that our Product team is currently working on a solution to manage more than one store using Shopify Ping. I do not have an estimated release date, but this is something to look forward too! As for message management, we will be releasing the ability to filter/assign/archive messages on both android and web version of Ping by Spring 2021. And assigning chats on a set schedule; that is something I will take our Product team for consideration - this is valuable feedback!
If you ever need any assistance with the app, or have further feedback and suggestions, feel free to contact our team directly at ping@shopify.com
Thanks again!
Ruby C.
Senior Support Specialist - Ping
Prima mag wat snelle zijn en een beetje gebruisvriendelijker (bv standaard open in pc) net als messinger
Shopify Inbox Login Error.
When I log in Shopify Inbox App in Android, Error Code : browser_not_found.Ens come out. Even though my mobile phone installed Chrome and Samsung Internet. My phone is Samsung Note 9. Please help me on this.
Hi, there. Thank you for your review and for sharing your concerns. That is certainly a very strange error that we would be glad to help you investigate further. In order to do so, please reach out to our Live Support team directly for next steps at this link: https://bit.ly/2AWw5VA.
We look forward to connecting. -Olivia, Shopify Support
It is working well so far. Thank you for setting this up for Shopify patrons and shop owners. This is very helpful.