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Not very happy with it. There's always a "delay". By the time a customer's message comes through to me, and I try to respond, they have left the store. Yesterday a customer kept messaging wanting a product. I answered her 3 times, with the direct link!! She kept asking, as if she wasn't getting my reply!!! This happens CONSTANTLY! I'm so frustrated an annoyed with this app! I can respond to a customer, and they never see it!!! I KNOW it says it will go to their email, however at least 90% of the time they either never see the email, or have lost interest!
Hi there, Rene's Creations Boutique.
Thank you for stopping by and sharing your experience.
We're sorry to hear you haven't had an ideal time navigating the app. I understand there's been a delay between messages sent and received.
I'd like our team to take a more detailed look into the issue and troubleshoot with you. If you'd like, you can contact our team via the Shopify Help Center: https://shopify.link/vRnL. -Victoria, Shopify Support.
This app simply doesn’t work. The worst part is that I thought it was working fine until this morning when I opened it up and there were all of a sudden dozens of unread conversations going back months. It looks like I’ve been receiving about 10% of my messages the whole time I’ve been using the app. I’m really horrified that all these customers have been ignored because this app didn’t A) notify me of the messages and B) show them in the inbox.
Thank you for writing your review and I am sorry to hear that you experienced this delay which caused you to miss messages from your customers. I would encourage you to contact our support team directly, who can authenticate you on the store and troubleshoot this issue in more detail: https://bit.ly/2AWw5VA. If the problem can be diagnosed then hopefully we can prevent this from happening again in future. -Victor, Shopify Support
App does not open on my android phone, clients as asking questions and I am losing sales thanks to this very bad app. Much better pay for something else.
Hello Kyoui, thank you very much for letting us know you were having issues and please accept our apologies.
We have fixed many of the recent bugs on the phone app for Android, if you wish to try again, we would love to have you back! Please re-install and if you have any questions, contact our team directly at ping@shopify.com.
*** GOOD NEWS! We have just launched Shopify Ping for desktop! Go to https://shopifyping.com and login with your Shopify credentials, then enjoy the ease of use of replying to your customers from a desktop or laptop. ***
Best regards,
Veronica N.
Senior Support Specialist - Ping
App is actually horrible. Ton of customer complaints. Can't customize it other than color. No options for name or email if no response. If you don't respond in X time, the customer leaves with no option to contact them afterward.
I'm not really sure why you're not listening to your customers, but this app is horrible. Have to install Ping, then KIT (which is awful, I don't need updates every day, all day), I don't always get notifications that a customer sent a message. When I do check the app and have a message, I have no idea who the customer is. Can't respond on desktop. Very annoyed. Will be looking elsewhere for something better.
Hi Keepsakes by Ashley,
Thank you for your feedback and I'm sorry to hear you didn't have a good experience with Shopify Chat.
Kit is a free tool that is built into Shopify Ping to act as a virtual employee. Since Kit offers a range of free marketing tools such as email marketing, thank you emails, creating posts to Facebook, as well as the ability to create paid marketing campaigns on Instagram and Facebook, we wanted to get it in as many merchants hands as possible. However, I completely understand your feedback about being notified by Kit frequently. You can message "Stop" to Kit within the conversation - and that will stop Kit from sending any more proactive messages to you.
Customers are anonymized in Shopify Chat in order to ensure their privacy and that it is used as a customer support tool and not as a marketing tool. But we have since built in a feature that prompts visitors to leave an email address or phone number. Shopify Chat will then compare that information to your customer list in Shopify, and if it sees a match it will replace the anonymized visitor title with the buyer's name, email address, or phone number.
I'm going to reach out to you personally over email to follow up on the issues you were having with notifications to see if we can get that sorted out.
Take care,
Ellis from Ping and Kit Support.
I've been using this app since the beginning and then suddenly the chat bubble disappeared. I tried everything to fix it, I even reinstalled the app, but it didn't work.
In addition to the app being rubbish (like most Shopify apps), now the same can definitely be said for Shopify support. The Get Support link just doesn't work (504 Gateway Time-out).
It's sad to see the former e-commerce giant turn into a worthless platform that has clearly lost all strings.
EDIT:
I finally got support and the most shameless answer possible. Of course, they shifted the blame to another app with the excuse that some scripts were added on April 15th that are causing the problem.
Of course, that is a plain LIE because Inbox ceased to function long before that date.
Besides they don't know how to make apps and maintain them, now they have started to shamelessly LIE to users! Liars and hypocrites. As a platform they have become plain garbage and only useful to Plus users, but they make billions from us, regular users.
We can't use this app in our shopify page. Customer can't send a message through this chat. Please update this app
Hello 公式キエルキン販売代理店 - KIERUKINSHOP FAMILE, thank you for reaching out!
I'm sorry to hear that you are having trouble setting up and using the app. I will reach out via email to help get you set-up so customers are able to send messages and you can reply!
If you ever need any help, have questions or feedback, feel free to reach out to our team via the support link in the app, or directly at ping@shopify.com.
Kind regards,
Ruby C.
Senior Support Specialist - Ping
When the Google crawling machines are indexing my website they are recognized as a new visitor (new IP address) and read the meta title with (1) in front, so my pages are indexed with (1) in front of the meta title. Not good!
Hi Venchi Chocolate USA,
Thank you for your feedback. Our developers were able to resolve the issue you were seeing, in which the (1) notification appeared before page titles in Google searches. However, Google's site crawlers can take a few weeks between rounds, so it may take some time before the page titles are indexed without the (1).
You can speed this process up by asking Google to re-crawl your URLs - https://support.google.com/webmasters/answer/6065812?hl=en
Or by resubmitting your sitemap - https://help.shopify.com/en/manual/promoting-marketing/seo/find-site-map
If you have any further questions please don't hesitate to ask. You can reach us at hellokit@shopify.com
Needs PING app to work which is only available on Apple and not Android... ignoring a majority platform? BYE
Hi Flawless Vape Distro SA,
Thank you for your feedback, and we understand your frustration that Shopify Chat requires Ping, which is only for iOS at the moment. We are thinking about the best way to deliver this feature to all merchants!
Best,
Ellen
Not having desktop or android accessibility really limits the usefulness of this app. Let us know when it's available to a wider audience.
Hello Doc Hotties,
Thank you for your feedback, and we understand your frustration that Shopify Chat requires Ping, which is only for iOS at the moment. We are thinking about the best way to deliver this feature to all merchants!
Best,
Ellen