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Brilliant support. They added the translation feature just 2 weeks after asking for it. I will try it this week and update the review, but I recommend it 100%.
SUMMARY: Well designed UI, intuitive, affordable. An excellent option for merchants looking to fast track loyalty and email without worrying about complex trigger/workflow automation and HTML email template coding. Not suited for merchants requiring custom workflow automation as you are currently limited to 5 triggers. This is sufficient for most merchants.
I am willing to update this review provided the service provider addresses my in-app questions. Support started off excellent but is beginning to wane. Not offering live chat from 9:00 AM to 5:00 PM ET USA is, well, unwise IMHO. Overall, this is a good service for merchants seeking an affordable, easy-to-use loyalty and email marketing solution. The design editor is promising but lacks basic features such as image overlay, saved content blocks, abandoned cart layout customization, etc. Another issue is the inability to reorder email blocks within flows. The current setup is linear/sequential; it needs to be non-linear/non-sequential. What good is a duplicated block if you can't relocate it? This service has a lot of potential provided the developers to enhance the design editor to match or surpass competing solutions which specialize in email automation. I can easily show this company what they need to focus on the drive user adoption AND retention. Kudos for the slick UI. Much appreciated.
UPDATE #1: I almost forgot to comment on the loyalty program which has pros and cons. PROS: several layout options for your loyalty widget; intuitive interface. CONS: No way to change the shape of the loyalty widget button; can't upload custom graphic; no way to easily generate the embed code for a dedicated loyalty page; Instagram reward earned by simply clicking the button whilst logged in; product reviews only work with Shopify Reviews which suck; no way to hide button on mobile. All-in-all its an affordable entry-level loyalty option with much room for growth. I look forward to working with Marsello to enhance the service.
UPDATE #2 — Fri Apr 26, 2019: My struggle to make AND keep meaningful contact continues. The company struggles to deliver consistent support. I'm looking forward to updating this review for the betterment of the Shopify community. Words to live by: The best customers are the ones you have.
Thanks for your review and all your ideas on how we can improve the app! Our team love this kind of feedback, as we are always looking to make Marsello even better. We’d love to work with you to see how we can help you achieve what you’re after with Marsello. I’ll be in touch!
Regarding the live chat, we have Customer Support across timezones and if you catch us when no-one’s online, we usually respond within a few hours. But we are looking to grow this team to cut this down even more.
Thanks again for your feedback,
Tash
This app is nice, simple and minimal, i hope in future they add affiliate program thing it would really help
Super easy to use and a great addition to my website! My customers are going to love all of the benefits!
Once you finally get to the top of the queue, queries are thoroughly answered.
I had a horrible experience!! Where do all these 5 star reviews come from?!
First off, there's utter lack of support. Their "support" is a bunch of know-nothings who keep deferring to their “team in New Zealand” and then nothing else happens. Placing support into a time zone out-of-synch with the rest of the world is NOT a good idea. If they want to charge $199/month they must do better than that.
The app had 3 major bugs when we tried it out:
(1) An existing customer was able to get a referral discount, even though only new customers should get a reward
(2) Points for referral actions weren’t tracked properly
(3) The system sent out emails to advocates with faulty point balances
These errors go to the core of a loyalty system. If you can’t track points and redemptions properly, you might as well shut down.
Moreover, they failed to tell me the Shopify file names and code sections where they added code. So I can't ascertain whether the uninstall is done properly. I fear they leave code behind, given how poorly and sloppily they have performed so far.
A terrible experience and big waste of time.
Thanks for taking the time to leave a detailed review. I'd like to go over the points you raised here in an effort to make things right.
Unfortunately, back in April 2018 we didn’t yet have a dedicated weekend Support team, and instead checked on incoming messages a few times a day over the weekend, so response times may not have been as you expected. Sorry about this. We quickly hired a team to cover all time zones.
The $199 plan was optional and simply offered API access. However, we have since changed our pricing. Note: API access is still available on some plans by request.
Thanks for letting us know about the 2 issues you experienced and sorry it affected your account. We quickly added an extra check to make sure only new customers could be referred and also added easier email customization with points merge tags - Thanks for bringing it to our attention and for your feedback on the referral reporting. We have since made improvements based on this feedback.
Regarding the removal of the app code when you uninstall, this is done automatically.
I used a different loyalty app before Marsello, I found Marsello to be much more practical. Its easy to use, and has a lot more chance to encourage sales.
Wonderful app. I find it much easier to understand and navigate than Swell Rewards, and even with a free account you get great customer support.
So far, so good! I just set-up my account. It was fast and easy. Plus, there are so many informative articles if you get stuck. Awesome job!
I have just set up my store and am very excited about working with this app! It was very easy to set up and I loved being able to create my own reward options.