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Had issues with downgrading from their free plan - kept getting an error message and their support took days to get back to me. I'm updating my review because they made sure I was taken care of and even offered to call me directly to go over what was happening. I appreciated their extra effort to make sure this was corrected. We have used Lucky Orange for years and never had any issues until this year. Not sure if something is broken between Shopify and Lucky Orange that does not allow you to downgrade to their free plan.
We apologize for the issues you experience and assure you that our team is committed to our customers. Our team has already been investigating and resolved the cause of the issue. Thank you for review, and we're here if you need anything!
Cheers - Bradley from Lucky Orange
I must say being in Australia I have found the online help to be pathetic due to time zone related issues.
However Lucky Orange has saved me in that I am new to this game and still trying to figure things out.
Through information on recordings I have been able to identify issues that otherwise would not have been eg broken links when I updated my site.
I have also identified a trend of people jumping to one collection of my site and never appearing interested in buying from this collection - this enabled me to do detective work in a different area which has resolved significant issues with my online advertising - so Hopefully Lucky Orange will be paid for within a few months of this error being resolved!
The live recordings are pretty cool but the Heatmaps never seem to work for me. Spoke to support and they were pretty helpful and are currently looking into the issue. The issue seems to be a template compatibility issue.
A good app for us most times, but it is pretty glitchy. We set things up and the settings do not stick. It is useful/helpful information and we will keep it!
Thanks!
Matt Ruggiero
www.pennyschoice.com
App works great when installed correctly. Customer service is hit or miss on first attempt but eventually they get the job (whatever it is) done. Love this app and really appreciate all the insight for how customer shop.
Thank you for your kind words and recommendation! We love to impress our customers with our technology and support. Seeing exactly what your visitors and customers do and experience on your website through session recordings can make all the difference in improving your website and growing your business. Thanks again for your review and recommendation! We wish you continued success, and don't hesitate to reach out should we be able to help you in any way!
Cheers - Justin from Lucky Orange
10/27/23 Update: I'm going to update my review to 4 stars. I used the previous version for almost 2/3 years and unfortunately, this version doesn't have the tagging and consistently fetches images which diminishes the quality of the recordings. I'll respond to the email.
Since they've upgraded, I've spent 3 days going back and forth with their support to get this app to work. I wouldn't recommend this application.
I apologize for the confusion that having an account on the older version of our platform and the current version created for you when trying to log in to view recordings. I’m glad our support team was able to work with you over email to gain a better understanding of the issue so we could get you logged into the correct account so you can view data again. I want to double check that everything is working from your side, so please reply to my last email to continue the conversation and make sure you’re all set moving forward. You can also call the number included in my email to connect via phone. I look forward to hearing from you soon.
Best Regards - Bradley from Lucky Orange
This app is great... when it works, it can be buggy and a lot of the times and sometimes doesn't track certain visitors seemingly randomly. Otherwise a useful tool.
Thank you for taking the time to leave a review. We appreciate your business and would like to connect with you to resolve your tracking issue. At your earliest convenience, please email us at support@luckyorange.com to get the conversation started. I look forward to hearing from you soon.
Cheers - Bradley from Lucky Orange
We are just starting our 7 day trial and are very excited to get a glimpse into our customer, how they shop, what can help with our conversion and get a better picture for our reporting.
Diving into visitor behavior to identify ways to improve your Shopify store is invaluable to growing your business. We appreciate your review, and I’m here if you have any questions!
Cheers - Emilia from Lucky Orange
I love this app, it's one of the first ones i go to when logging in. Wish you could see customer status.
These are words we love to hear! We’re happy to be one of the apps you use when you first log into your store. Thank you for your review and your feedback. I’ve passed it along to our development team. I’m here should you need anything else!
Cheers - Kelsey from Lucky Orange
I use this app to follow the conversion journey for my customers. It's also useful to see where they are dropping off so I can optimize my site.
Thank you for your review! Using conversion rate optimization tools to identify where visitors are dropping off and then using sessions to understand why they aren't converting can be incredibly helpful when optimizing your site. Please let us know if there's anything we can help you with!
Cheers - Bradley from Lucky Orange