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I wish there was a way to see and respond to chats on your computer. I feel like the Ping app doesn't always send notifications, I often seem to miss messages. It would be so useful to not have to answer on my phone.
Hello WOLCOTT TAKEMOTO, thank you very much for taking the time to leave a review. My apologies for the delay in responding.
Be sure to have the latest Ping version installed on your phone, as we have fixed several recent bugs.
*** 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. ***
Hope that helps! Get in touch if you need anything else, our direct email is ping@shopify.com
Best regards,
Veronica N.
Senior Support Specialist - Ping
notification tone should be something I mostly missed my online customers. and customers coming back again with different chats it should be one tab only for a single customer. by mistakingly i replied twice to many customers. Everytime i have to login for online chats
Thank you for sharing your experiences with the Shopify Inbox app here and for providing us with your feedback on how we can improve the app moving forward. We appreciate your suggestions and I'll be sure to pass your comments on to our development team. -Victor, Shopify Support
Great basic chat support system, native to shopify. Would like to see a few things before moving to Shopify Inbox full time.
1. Initiate ticket via email. If your customers email you for support, you can't use Shopify Inbox. All tickets must be initiated in chat first.
2. Shopify Inbox recently lost the ability to connect to social media messengers like Instagram and Facebook, as well as Apple's iMessage. This was a big step back; hopefully it returns.
3. Shopify Magic surfaced answers. Right now, Magic is only used for the merchant to pre-fill quick answers that the customer needs to click. The AI should be able to pull answers from around the website, such as product pages, blog articles, policies, etc.
Hi, there. Thanks so much for taking the time to leave a review. We truly appreciate the detailed feedback you've given as it's what helps us develop the product forward. I'll be sure to mention that to our team. These are great suggestions for the AI as well. The product is still fairly new, but we've got some exciting features coming down the pipeline! -Rio, Shopify Support
Thank you very much for this work, but a lot of things are missing:
1. Search in messages (you may suggest connecting an external database or google sheet)
2. It is extremely important to link the conversation to a specific order. Otherwise, the conversation is lost and will no longer be found
3. Often messages are not sent the first time and you need to resend them again and again
Thank you for taking the time to share your feedback with us to help us better our services and offerings. We will be sure to pass your comments along to our developers for future consideration.
As for messages not sending the first time around, that is not expected behavior. Please connect with our Support team (https://bit.ly/2AWw5VA) directly so we can offer further troubleshooting. -Olivia, Shopify Support
need dark mode
Hi there! Thank you so much for sharing your feedback, this is a great suggestion. -Shay, Shopify Support
Esta muy bien para cuando los clientes te chatean, pero deberías poder tu abrir a los clientes para decirles cualquier cosa respecto a sus pedidos y no tener que enviar un email cuando por email todo es más lento. Por lo demás es bien
The chatbox is great to have only if we can respond in time.
The notifications are quite late. This needs to be improved.
Hi there, ICKREATE. Thanks so much for taking the time to a leave a review for Inbox. This delay issue you're seeing with notifications is something our team is aware of, and is actively working on resolving. If you could, it would be great if you reached out to us via this email address: inbox@shopify.com, so we can collect some data regarding the device you're using where notifications are slow. This information would help the team in resolving this issue. Thank you. -Imogen, Shopify Support
It is a lot better than when the app first came out but it's annoying that you still cant switch between stores without completely logging out.
Hey there, Freckled Sage. Thanks so much for taking the time to leave us a review for Shopify Inbox. Your complaint about having to logout entirely to switch between stores is one that we have absolutely heard of before. I'm happy to let you know that I will be taking this feedback to our Product Development team, so they can look into adding some sort of switching functionality in the future. Though I can't comment on a timeline, you can rest assured that your feedback has been delivered. -Imogen, Shopify Support
Great potential BUT so many flaws that I'm looking for an alternative now....
1-Like all other reviews, I don't like that profiles are being created when someone enters their email address - I doubt this is even legal (following current privacy/GDPR regulations)
2-The fact that customer have to screenshot an image so I can see what product they're talking about is not practical. The app should be able to automatically "capture" whatever product-page they're contacting me from (other apps do this).
3-I should be able to reply to these people via text (instead of -or as well as - email). I've lost sales because of this. A customer may not see a reply if it's sent to their email inbox, even if I reply within minutes. That email may even end up in their spam folder and I don't have the time to be chasing POTENTIAL-customers individually.
Good things: the design is beautiful. Installing the application super easy. The FAQs feature is beautifully designed and so easy to use/customise (the faq-suggestions given are amazing).
Hi there. Thank you for taking the time to leave your feedback, we truly appreciate it. As I can completely understand the benefit of having that as a feature for the app, I've gone ahead and shared your feedback with our developers. This will allow us to consider this in future updates. - Blair, Shopify Support
It's got potential but still needs work. I rarely seem to get the notifications and miss chats often. While I'm covered with the email responses I would like to be more responsive to my customers.
Hey there, Route 32! Thanks for taking the time to leave a review for us. We've seen reports about delayed notifications before, and we're happy to assist you with getting this situation sorted. One thing we've noticed is that the 'adaptive battery' setting on some devices impacts notification delivery. Adjusting this setting on your device should allow you to get notifications as expected. If you find that notifications are still taking some time to arrive, or not arriving at all, please reach out to our live support team using this link, https://bit.ly/3c5icUc, and they can assist you with troubleshooting. -Imogen, Shopify Support