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Works well, but the limitation of not being able to attach files (pdf invoices / quotes for example) is a big isssue.
Provides the chat feature we wanted but there is a performance trade off for website speed (67 down to 47). While this isn't impacting end-user experience (pages still delivering in <2s) it is something to be aware of. The ability to assign particular chats to staff is useful in a larger shop than our but a nice feature. Mobile access is another great feature that in our shop we don't fully leverage but it has come in handy more than once.
If it's possible to make it more lightweight I can easily see a higher rating.
Needs customization. Default message asks people if they want info on their order not what I wrote and they haven't ordered. Would like to be able to set time for it to be active
Hello Strasburg Children, thank you for submitting a review and the feedback!
It is possible for iOS users to set availability hours with a custom message for customers chatting in outside of your availability. Here is a link to the help set that up: https://help.shopify.com/en/manual/ping/setup#set-your-chat-availability.
The automated order-look up feature is currently not customizable. If a customer does have an order number, it is an easy way for them to look that order up without having to wait while also freeing up your time to work on other areas of your business. This feature can easily be ignored by the customer by simply chatting into the box without the order number.
If you ever need any help, have questions or even more 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
This is a fantastic app, and has led to multiple sales due to prompt customer service. The distinctive sound the app makes when I get a message is easy to hear, and it's a very easy chatting platform to use. I love it!
the problem I'm having is the automated "check my order status" question that pops up in the chat box, how do you remove it? also, I feel the chat window is asking way too much from the potential customers is there a way to make it a one step process?
Hello Earthly Bae, thank you for the review and feedback!
At this time, the "check my order status" cannot be removed. However, it can be re-ordered in the FAQ section so it appears on the bottom. You can add your own FAQs that are customized to your store/products. Find out more here: https://help.shopify.com/en/manual/ping/shopify-chat/shopify-chat-faq. By asking for your customer's email or phone number, Shopify Chat is able to link that customer to a pre-existing customer profile in your Shopify admin or create a new customer profile so that you are able to follow up with that customer.
If you ever need any help, have questions or even more 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
There are some things I like about this app, how it is integrated into the website, how you can make sales directly from it.
At the same time, it is annoying that it is so barebones. Also, the constant (1) notification when my customers are on the site I find annoying.
I have set limited hours of availability, but if they are online when I am not available, the app still acts like I am there until I respond. Then my automated "I am not here" message shows up. But... this is super annoying. It is misleading to our customers. I would love to make the chat unavailable entirely when we are not there.
Hi KJ Urban Winery & Craft Brewing Supplies.
Thank you for your feedback! At this time there is no way to hide the chat completely when outside of your available hours, however, we always appreciate hearing how we can improve upon our product. :)
Our team has recently released a feature for Shopify Chat in which a buyer is now prompted to leave an email address along with their questions should they wait longer than a few minutes for a response.
The Chat will search the buyer’s response for an email address, and if one is found Shopify Chat will then replace the visitor’s placeholder title of “1SC” with their email address in order for you to be able to follow up. :)
If you have any other questions or feedback please don’t hesitate to reach out to our team directly at ping@shopify.com!
I want to first say I am really appreciative to Shopify for putting out this app. I dont have a phone center, cant carry a phone with me everywhere, but people are finding this way easier to use than trying to email me or text me. We did have to put in the welcoming statement in the chat box that if we dont answer that their reply would be emailed or they could request a phone call, which seems to be working. But like other people, I am having buggy issues, like getting a notification that I have a message but then I cant access it, or when people jump pages in the shop, it disconnects. So for now its a 3 star, because I really like and appreciate the app but PLEASE FIX THE BUGS! Thank you!
Thank you so much for taking the time and for sharing such a detailed review! We're delighted to hear that our app has been helpful for your business and we appreciate the feedback. We will be happy to report these bugs to our development team. Thanks again! -Elias, Shopify Support
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Hi MARJ Butik, thank you for leaving a review and the feedback!
I'm happy to hear that you find the app easy to use. Please download the Shopify Ping app (https://www.shopify.com/ping) to your Android or iOS mobile device to gain access to more features like availability hours and saved replies. I'm including the link to the Shopify Chat help doc for more on setting up Shopify chat and the customer experience. https://help.shopify.com/en/manual/ping/shopify-chat
Feel free to update your review at any time and if you have any additional feedback or have any questions, please 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
The app works well but on mobile devices the chat button covers the checkout button and the customers can not check out as they cant press the button. needs to be disabled at checkout
Thank you for getting in touch and letting us know about this. I believe an update was recently shipped that should fix this issue, so if you're still experiencing it please double check that your app is up-to-date to the latest version.
If you app is updated and the issue is still there, please contact our support team directly so we can take a closer look at this. You can reach out here: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Good app, notifies the chatting info immediately, helps more customers to visit the store.