Reviews (5,745)

Overall rating
4.7
Counts per rating level
  • 78% of ratings are 5 stars
  • 14% of ratings are 4 stars
  • 3% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 3% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants appreciate this app for its real-time communication features, enhancing customer service efficiency and responsiveness. Its seamless integration with Shopify simplifies managing customer interactions and tracking orders. The user-friendly interface, quick replies, and automated responses save time and improve handling inquiries. Merchants also value the ability to offer products or discounts directly in chats, boosting sales, with added benefits from mobile access and customizable response options.

Edited January 16, 2021

I like the live chat. Not sure about the customer's email/number required to chat which may send ppl away and the fact that you have to have shopify ping opened to work it. However, it seems promising and fairly simple to install and use.

Diamonddvine
United States
24 minutes using the app
Shopify replied February 2, 2021

Hello Diamonddvine, thanks for taking time to leave a review and provide feedback.

Glad you like the live chat! Hopefully you are seeing customer conversations leading to increase in business. The automated email/number request is meant to help link pre-existing customers in Shopify's admin or create a new customer so that you can easily follow up with the customer outside of the chat, if needed. If you are using shopifyping.com to manage your customer conversations, then yes - it would have to remain open to reply to customers. However, when you are away from your desktop, try downloading the mobile version of Shopify Ping available in the Apple App store and Google Play store to continue to receive notifications and chat with customers from the convenience of your mobile device.

If you need any clarification or have any questions, feel free to contact our team directly at ping@shopify.com or via the support section of your Shopify Ping app.

Thanks again,

Ruby C.
Senior Support Specialist - Ping

Edited November 11, 2020

No way to know when your customers have send messages to you other than following the chat monitor all the time. No idea how to uninstall either, doesn't show in the aps.

Wølmark Finland
Finland
41 minutes using the app
Shopify replied November 16, 2020

Hello Wølmark Finland, thank you for your feedback. The app on your phone and desktop versions will make a sound notifying you of a new message.

Uninstalling is via your Settings > Sales channel, but I am going to send you a private email and we can work together on this. Talk soon!

Best regards,
Veronica N.
Senior Support Specialist - Ping

August 28, 2019

We have a loyalty points button on our site. I can move it to the left-hand side so that it doesn't sit on top but on mobile the point button sits on top and blocks the text input field.

Need some better option for positioning. or create documentation on how to fix issues like this

KIN DOG GOODS
Indonesia
40 minutes using the app
January 5, 2021

If you use iOS, this app is great! If not, move on. I was excited to use this app because it integrates so well with the rest of Shopify, however many of the features are only available if you are using the iOS app (availability hours, saved replies, link to products and discounts, etc). Desktop and Android only give you access to the basic chat without the ability to edit any of the settings or more advanced chat options. Hopefully they update the desktop interface to include the ability to manage settings and full chat options, because everything else about it looked really promising and easy to use. Installation was very easy, the only issue is that the chat button is enabled automatically before you've customized any settings. It's easy to disable so just be aware to do that if you are not ready to start customer chats right away.

Socksmith
United States
42 minutes using the app
Shopify replied February 1, 2021

Hello Socksmith, thank you for the honest feedback and detailed review!

While we don't currently have all the features available across all platforms, our Developers are working on releasing iOS features across all Shopify Ping platforms (iOS, Android and Web) later this year. I hope that once all features are available on Android, you'll give Shopify Chat another try! Feel free to update your review once you give Shopify Chat another chance.

If you have any other feedback or questions, please do get in touch with our team at ping@shopify.com.

Thanks again!


Ruby C.

Senior Support Specialist - Ping

September 23, 2021

Doesn't allow you to delete the FAQ: "can I get an update on my order status". Since I couldn't delete it, I just turned it off. So not using the chat feature within the store. I would use it if they allowed us to delete that. I know many others have asked for that.

Kroose Tart
United States
39 minutes using the app
Shopify replied October 4, 2021

Hey, there. Thank you for taking the time to leave this review. We appreciate you providing us with his feedback and I can certainly see the potential benefit in your idea. I can certainly see the potential benefit in removing this status message. There is currently no way to remove this message, however, I would be happy to send your feedback up to our developers for future consideration.
Thank's again!. -Marty, Shopify Support

Edited June 10, 2020

Unfortunately had to disable the app because it's lacking a couple of standard features in comparison to other visitor chat apps. Also, as Ping for Android took a while, would have expected at the very least, it would have the same features as the IOS verison. For now it doesn't - one example, can't set availability hours.

NNEYAH Cards & Gifts
Nigeria
37 minutes using the app
Shopify replied June 16, 2020

Hi NNEYAH Cards & Gifts.

Thank you for that feedback.

There are some features that were not added in the initial first version of Shopify Ping for Android that we intend to incorporate in future updates. Features that are integrated into the iOS version of Ping such as sharing product pages, draft orders, discount codes, as well as working with Kit, will be added in the future as we build upon Ping for Android.
 
Due to the rapidly changing e-commerce landscape we wanted to get what free tools we had available in the hands of our merchants as quickly as we could, which is why some features were omitted. 

If you have any questions or additional feedback as to what you’d like to see in Shopify Chat on Android moving forward, please feel free to reach out to our team directly at ping@shopify.com.

August 20, 2023

Is there a way to have it optional providing the name and email address to continue the chat? It might discourage people from starting a chat at all if they want to ask just a quick question.

Karlen
Czechia
17 minutes using the app
Shopify replied August 23, 2023

Hi, thank you for your review. For context, the reason behind the email address requirement prior to chatting is to allow merchants to follow up with customers in case they leave the chat or store. I can totally understand your perspective however, so I'll be sure to pass along your thoughts to our internal development team. Thanks again! -Kimi, Shopify Support

Edited August 20, 2019

I'm disappointed that I can't change the initial message, I run my shop on my own and my customers know this so using the word "we" sounds dodgey.
It's a bit slow as well and and offline message option would be good. Sorry but can't use it the way it is, will do more damage than good. Hopefully Shopify takes on board everyones comments here and makes some changes.

Silken Twine
Australia
31 minutes using the app
Shopify replied August 21, 2019

Hi Silken Twine,
Thanks so much for your feedback, and rest assured that the team is paying close attention to these feature requests and frustrations about the current limitations. We will be working on allowing customization of the greeting message and on providing an offline message option. Thanks for your patience in the meantime!

Best,
Ellen

Edited September 15, 2020

Early days as we have only just installed this app on our online hat shop: fascinatorsdirect.co.uk

The Shopify live chat app seems easy to use and it's free which is great but you will need to download Shopify ping to reply to your customers.

It's quite basic compared to some other paid apps and it lacks to ability to customise the appearance which is a shame. Hopefully, Shopify will improve the app over time.

Fascinators Direct
United Kingdom
24 minutes using the app
Shopify replied September 21, 2020

Hello Fascinators Direct, thank you very much for your review and feedback!

Yes, in order to answer visitor queries on your site on your mobile device, the Ping app is required to download - although that is also free from the Google Play store or the Apple App store. :-)

We are working to improve Shopify Chat and release new ways to customize the widget. Please keep your app updated so you can benefit from the new features!

Again, thanks for your feedback, it is really appreciated!

Best regards,
Veronica N.
Kit & Ping Support

November 19, 2022

La App è fatta molto bene ma non è possibile una funzione essenziale: disabilitare la visualizzazione e nascondere il modulo pre-chat dove vengono richiesti il nome, cognome ed email del visitatore.

Grimandi calzature
Italy
27 minutes using the app