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.

September 1, 2023

The app really seems great and was an exciting prospect for our store, but unfortunately there's currently a killer flaw: the inability to turn off pre chat form. Requesting a visitor's name and email before talking with them first will greatly reduce the number of people that contact us. People are wary to share their information and it's an unnecessary first step. Hopefully Shopify developers will make it possible to turn off this feature soon.

Eoleaf
France
22 minutes using the app
Shopify replied September 12, 2023

Hi, thanks so much for taking the time to leave your feedback here with us. I definitely understand your perspective and can see how the form may deter visitors from wanting to start the live chat in the first place. I'll submit your thoughts as feedback to our internal development team, so that they're aware of the need to customize or disable the form within the Inbox app. Thanks! -Kimi, Shopify Support

July 30, 2020

Seemed like a good idea to download the app, runs smoothly on a desktop but cant send messages using an iPhone and cant minimise the chat to allow customers to continue shopping

House of Flora
United Kingdom
23 minutes using the app
Shopify replied September 11, 2020

Hi House of Flora,

Thank you for your feedback! I'm going to reach out to you personally over email to see if we can troubleshoot the issue you were having with the chat not minimizing.

Shopify Chat, when viewed on a mobile device, should have an option to be minimized. However, on some occasions we've seen other apps move Shopify Chat's button up slightly, pushing the minimize option off screen.

Take care and talk soon,
Ellis from Ping and Kit Support

June 16, 2020

For now 3 stars, because the app works (also with Android). We need options to customize the icon (for instance: size and exact position on the screen). It could be a great app in the near future. Thanks for the effort. :)

Drone Class
Netherlands
18 minutes using the app
Shopify replied September 11, 2020

Hi Drone Class.

Thank you for that feedback! We're always looking for ways to improve our product, so this is definitely something we'll be sure to pass along to the team. :)

If you ever have anymore feedback, or questions, please feel free to reach out to us at ping@shopfiy.com.

Edited June 9, 2021

I wanted to like it, but there are issues. First, as others have said, why make the customer enter their phone number? OK - so it tells the operator that the number links to a customer account, but the operator cant click on anything to get to that account. Same goes for order numbers - they don't link - that would be useful. Worse, it doesn't identify when someone is logged into Ping, which is where the operators have to be to read messages, so that if someone closes their Ping window the chat button stays there, allowing customers to try and chat but get no response. Actually a huge negative for customer experience. Fix that stuff and we can talk. Until then, I have to go elsewhere.

Mad Micas
United States
17 minutes using the app
February 12, 2021

Please provide the option to start minimized instead of just popping up.
This could be experienced a bit too pushy for the visitor and have a negative impact.

RETRO VERSO
Belgium
13 minutes using the app
Shopify replied February 24, 2021

Hello RETRO VERSO, thank you for review and feedback!

I will be sending your feedback to Shopify Chat developers. One thing to note, a first time visitor will see the collapsed chat widget. The chat window will appear expanded to customers who are returning to the store within 7 days of their previous visit.

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

January 19, 2023

Doesn't support multiple stores...

Makes you logout/Login to change stores... we have many Shopify stores and need to be able to quickly switch between them just like the Shopify app allows.

And since this is messaging its even more crutial to have instant access to respond to customers - if we are not logged into the app with the correct store we wouldnt get the message...

Fix this otherwise this is useless

FSWERKS
United States
10 minutes using the app
Shopify replied February 28, 2023

Hey there, FSWERKS. Thanks for taking the time to leave us a review for Shopify Inbox. We've received a lot of feedback regarding this specific request, so I'm happy to add your feedback to the collection we've gathered for our Product Team. I'm happy to let you know that the team is aware of the value this specific feature would bring to Inbox. I can't comment on when such a feature may be released, but you can rest assured that your feedback has been passed along to the appropriate folks. Thanks again for your review. -Imogen, Shopify Support

August 20, 2019

iOS exclusivity in this day and age is not acceptable. This greatly reduces our options regarding who can use the service, and we will not use this app to fill our needs.

S. Cohen | Est. 1923
Canada
9 minutes using the app
Shopify replied August 21, 2019

Hello S. Cohen,
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

May 10, 2020

You must be kidding me. I am surprised that Shopify business team have undermined Android users so heavily. You guys are a billion dollars business and could not afford to release Android version at the same time. Shocking.

Sturdy Sports
Australia
9 minutes using the app
Shopify replied May 12, 2020

Thank you for your feedback. We are happy to report that the Android version of Ping is coming very soon, so Android users can take advantage of Shopify Chat.

You can sign up to be notified when it's available: https://www.shopify.com/ping. Just enter your email address and click "Join Waitlist".

August 22, 2019

I have a rewards app that runs on my site and its icon is in the lower right of my screen. The icon for this is also on the lower right so it is covered up by my rewards icon. I cant see anywhere to adjust the location of the chat icon so i guess this app will be useless to me.

Cupid Falls Farm
United States
7 minutes using the app
August 16, 2019

Going to have to agree with the other reviews. Looks like a great free app to add directly from shopify but it's absolutely worthless to me without android or desktop support to answer messages.

Spinnywhoosh Graphics
United States
5 minutes using the app
Shopify replied August 19, 2019

Hello Spinnywhoosh Graphics,
Thanks for your feedback, and we completely understand your frustration that Shopify Chat requires Ping, which is only for iOS at the moment. The team is actively thinking about the best way to deliver this feature to all merchants.

Best,
Ellen