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EDIT: Ever sense I left this review I have been getting tons of spam messages on Inbox and through the contact email on my website. Never a spam message until I left this review! Works great. The only complaint would be the notifications on Mac with Safari. They usually don't come through. Please add the ability to search old messages.
Hi there, SaltCritters. Thank you for taking the time to leave us a review for Shopify Inbox. You have a few different things mentioned in your review here, so I'm going to take a few moments to address them. In terms of your slow notifications, please ensure that you're running the most up to date versions of Shopify Inbox, Safari, and Mac iOS for your device. Updating all of these to their latest versions should help you receive your notifications in a timely manner. In regards to the request for a search function, I've gone ahead and made the Inbox developers aware of your request for such a thing. We've long had requests for this feature, so the more feedback we get to stress it's importance, the better! Lastly, to address the spam situation, I've also gone ahead and requested that our team look into adding a spam or bot filter to Inbox. This would help mitigate the impact these spammers have on your business. All live chatting apps and programs are abused by spammers (even our Support Team gets a large amount of spam every day!) so having a tool in place to mitigate it's impact would indeed be valuable. I can't comment on when these features may be added, but you can be confident that the team has been made aware of your review. -Imogen, Shopify Support
Significant lag between chat request and notification received on iphone (15 min!). Since I switched to this App, the amount of chats dropped enormously. Can;t find online version for responding via browser.
Hello DoorOpener.ca,
Thanks so much for your honest review and feedback. We have greatly improved the app since you tried it, so making sure your Shopify Ping app is up to date will greatly help.
*** 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. ***
If you need any assistance or have questions, please contact us directly at ping@shopify.com and our team will be happy to help out.
Best regards,
Veronica N.
Senior Support Specialist - Ping
*Extremely stressful experience. Can’t access any messages although I see them there waiting to be read. The app keeps disappearing and giving me the opportunity to download however it still seems uninstalled. Rubbish!
I am sorry to hear that you've had a stressful experience while using the Inbox app and can appreciate the frustration in not having it work as intended. Nevertheless, we appreciate you reaching out and sharing your feedback with us in your review here.
If you are being asked to install the app again after having already done so, there may be a caching error with the browser you're using. You can try accessing the app via another browser or a private/ Incognito window to see if it works better there. If not, and if you are still unable to access your messages, I would encourage you to contact our support team directly so you can be authenticated on the store and our team can look into these issues for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
I've tried to remove this several times and it just keeps popping up on my shop. I dislike it because it's extremely slow/slows down my site and makes me drop in google ranking. What I don't get it how I completely deleted it and it just decided one day to reinstall. Now I can't get rid of it. Two thumbs way down. Fix the bugs and the speed and maybe I'll change the review.
I am sorry to hear that you've had issues uninstalling Shopify Inbox and that you're still seeing it appear on your storefront. I'd recommend getting in touch with our support team directly so that we can authenticate you on your account and look at helping you remove the app from your Shopify store: https://bit.ly/2AWw5VA. -Victor, Shopify Support
was working fine, but now won't stay on my site? seems like an issue as this didn't happen before - doesn't stay in the app store.
constantly being harrased by marketers, freelancer & fake shopify employees.
so if youre interested in that then here you go.
i turned off the chat & inbox but yet IM STILL GETTING THESES SPAM MESSAGES
I liked the instant connection with my customer! But I got ~10-20 people chatting and wasting my time: I am a Shopify Expert and I can help you......
Crazy! I disabled the app! Sad!
Thank you for your review! -Emily, Shopify Support
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
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
How come none of the 1 star reviews are pin-pointing the worse part about this app? The app creates customer profiles on its own, so when the customer goes to create an account, it says "this email is already in use".
But the email has no password and information so its rendered useless and has to be deleted by an admin before the customer can create their account. Who knows how many customers we have lost due to this.
UPDATE: I see your response but it does not make sense. Please try to understand that a customer cannot access their account page if they do not have a profile to go to. So how does a customer update their password when a password was never created? We have contacted Shopify support and escalated the case and are still not clear how this is effecting our customers.
Based on your reply, you assume the customers have an account page once they start a conversation. But they do not. They start a conversation and a customer profile is created with no password and no access. The customer, from what i can see, cannot update anything without our help now.
Thank you for taking the time and sharing this feedback. If the customer enters their email (using the online store chat) and an account is created without a password, then they can create a password by resetting their password directly on the customer accounts page. That being said, depending on the type of customer accounts that you're using, you may also be able to send a password reset (https://bit.ly/3ZOTOgP) to your customers. If you need more assistance on this topic, then please get in touch with us via the Shopify Help Center (https://bit.ly/2AWw5VA). Cheers. -Elias, Shopify Support