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I think it's a great app with lots of functions. For that and pleasant customer service via chat i would give a higher score (5 stars). However Omnisend is highly complex and I feel that live support such as phone and better still screen sharing would be very helpful indeed to get the best out of it. I have been chatting with support today and the guy I was taking to - Baka - has been super helpful and we have managed to resolve the initial issue. I am now waiting for some more information on another task. When I started my Omnisend account I had to employ the services of a third party expert. He was based in Australia and I am in the UK. It would be far more useful if this kind of support was in house and I would be able to get far more out of a system that I am paying a lot to use and barely scratching the surface with. I am a small business owner and as such i cannot invest days of time becoming an expert in the platform via academies and you tube videos. Every bit of software we use is complex and the best customer services are those that can literally walk you through exactly what needs to be done to complete a task.
Hi there,
Thank you for sharing your feedback with us. We’re happy to hear you find our app feature-rich and that you’ve had a positive experience with our chat support—especially with Baka, who helped resolve your initial issue.
We understand your desire for more in-depth, real-time assistance, such as phone or screen-sharing support, to fully leverage the platform’s capabilities. While we currently focus on live chat and email assistance, we’re continuously evaluating ways to enhance our support channels.
A senior representative will be reaching out to you to discuss any remaining tasks and provide further guidance. In the meantime, please don’t hesitate to let us know if there’s anything else we can help you with.
We appreciate your input and are committed to improving your experience with Omnisend.
I have a lot of mixed feelings about Omnisend Email Marketing, and it is an app I have used for many many years.
Their platform is pretty good and relatively intuitive to use, but their charges are bad to the point where unless you're extremely attentive, it feels like a scam.
Omnisend charges by billable contact, which is not so bad. However, they also charges for nonsubscribers, who you will not be legally allowed to email. They also charge for customers with no email or phone number, who have not opted out of any email or text.
In addition, they charge for SMS contacts even if you don't have SMS enabled.
If you keep your billable contacts low by consistently thinning down your worse performing segments, this is a pretty good service. Otherwise you will find your fees hiking very very quickly.
Hello there, and thanks for sharing your thoughts on Omnisend!
We appreciate your long-standing usage of our platform and value your insights.
We understand your concerns about our billing structure, and we'd like to shed some light on our logic. We charge based on the billable contacts count, which does include non-subscribers and SMS channel subscribers. We disclose this information in detail within our Knowledge Base article, where we aim to explain it in simple language for clarity.
Regarding non-subscribed contacts, it's important to note that they may legally receive certain automated emails, such as Abandoned Cart/Checkout, Product Abandonment, Browse Abandonment, Order Follow-up, Customer Reactivation workflows, and more.
If you have specific issues with pricing or would like to explore a more suitable solution for your needs, our Support team is readily available to assist. We encourage you to reach out, and we'll do our best to address any concerns you may have. We are available 24/7 and can be reached via in-app chat or email at support@omnisend.com.
We appreciate your continued trust in Omnisend, and we remain committed to providing a platform that meets your expectations!
I have contacted the technical service and it has been fast, Sanya has been able to give me explanatory answers with creeshots, but Omnisend still needs to make many improvements: you cannot save template blocks, you cannot distinguish "newsletter subscribers" from those who do not they are like this (to distinguish the frequency of the pop-up between one and the other)....
Hello, and many thanks for your review!
We value your feedback, and our developers are already hard at work at bringing the saved content blocks feature to the new editor; it will be available in the app in the nearest future!
Please keep in mind that once a customer submits your form, it will not reappear in the future for them.
Have a wonderful day!
Tolle App mit sehr eleganten und "cleanen" Newslettern. Mehr Vorlagen würden wir uns wünschen, damit wir die Gestaltung nicht immer zur Gänze selbst machen müssten.
Recht rascher Support, das klappt wunderbar.
Nachtrag:
Diese App wurde von uns deinstalliert. Danach wurden wir mit Mails bombardiert, Antwort auf unsere Fragen kamen jedoch nie. Erst als wir uns dann hier gemeldet haben, hat sich endlich jemand bequemt. Man hat nie Mails von uns erhalten, obwohl wir alles nachweisen können.
Wir hatten auch wochenlang Probleme mit der Aktualisierung unsere Kundendaten.
Fazit: Eigentlich eine durchaus gute App. Aber der Support ist das Wichtigste. Wenn der nicht reibungslos klappt, dann wird es enttäuschend. Wir haben keine Zeit, wochenlang hin- und herzuschreiben oder auf Antworten zu warten. Schade.
Wir glauben, dass manchmal hier Leute beim Support arbeiten, die keine Ahnung haben oder vielleicht nicht wollen.
Hello there, and thank you for taking the time to leave a review!
We are always working on creating new templates for our customers to enjoy and use, please keep in mind if you have a template that you really like, you may always save this and tweak to your liking for future emails.
As for the emails received regarding account deletion, such are expected as once the app is uninstalled, we remind customers that their account can be deleted after if this is not installed back or after 6 months of inactivity.
Our team has assured that you no longer receive such communication, as we understand how frustrating this can be.
We greatly appreciate your understanding on the matter.
If you should need any kind of assistance, please feel free to reach out to support@omnisend.com, and our team will be more than happy to assist.
We wish you and your store nothing but the best.
Have a wonderful day!
Great app and great service, but their pricing keeps going up and up and they keep changing what you get with each package which is absolutely redicilous and where I come from is probably illegal. I will be closing my account in january
Hi there!
Thank you for your feedback.
We checked the fees you have been charged and indeed, you have seen an increase in your monthly plan as the discount you had in your account has expired, and unfortunately we no longer manage such discount.
Please keep in mind that the pricing for your subscription, as well as the number of email credits you get, is based on the number of subscribed and non-subscribed contacts you have in your account while upgrading. You can always check the price for your contact list in our dedicated page here: https://www.omnisend.com/pricing/
To reduce costs, we recommend segmenting inactive contacts and unsubscribing them to focus and engage with your most active customers, do not worry, we have pre-built segments to assist and determine who these contacts are to help streamline the process for you.
If you should need any assistance, please feel in the liberty to reach out to support@omnisend.com, and our specialized team will be more than happy to help.
Wishing you nothing but the best.
Have a lovely day!
Good templates, not the cheapest, not the most expensive. Not sure it's worth it as i'm still using it only for cart recovery and never compare it to other apps.
But this "Reviews" feature you advertise is THE MOST S*** you can come with! And you even compare your "features" with other apps with years on the market?
Here is my honest feedback.
Before asking others to switch, at least learn what is actually important for the customers - review feeds, google rich snippets, google product ratings, google seller ratings and so on.
You simply have an email servers that send to collect feedback. That's it.
Oh, an display the feedback too :D
I really hope you didn't able to get more customers confused with your sh*t as the damage your app can cause may take months to recover.
Hello there,
Thank you for your feedback. We apologize for any dissatisfaction you've experienced with our "Reviews" feature. Your input is invaluable, and we're working to improve our services to better meet your needs. A senior representative will reach out to you via email to address your concerns further.
We appreciate your patience and understanding.
After using this for a while we decided to delete the app
Some support team is great in understanding your questions then address them directly, most others do not have a clue - they kept sending emails asking for more information which is already provided
Hi there,
We genuinely regret to learn about your recent experience. It seems some of our support team members may have missed the mark on this occasion, and that's not what we strive for. We're dedicated to ensuring a seamless experience for our users, so it's disheartening to hear we fell short.
Our senior support representative has reached out to gain further insight into the issues you encountered. Please feel free to connect with them via chat.
Your feedback is invaluable, and we're committed to enhancing our support process based on it. Thank you for taking the time to share your thoughts with us!
The WYSWYG editor interface is kind of simple to use but lack some interesting features. Customisation is also a bit restricted.
It has potential for email marketing, good design and features; however deliverability of emails is REALLY bad. It's really frustrating to have chosen this app to work for and now having wasted long hours of work in a solution that doesn't do the job. I would recommend to test other solutions before jumping all in into this app, as I did.
Hi Daniela, we understand how frustrating this may be, you found the app that you would like to use for your marketing, but you are not getting the expected results. We apologize for the time it's taking to get to where you want to be. It's always a challenge for migrating customers, it takes more time to get the trust from the internet service providers when you start sending from a different domain. Katherine just reached out to you, we will create domain records for your automation to help resolve the deliverability issue asap.
This is a good app, it is fairly easy to understand if you spend some time watching the videos and the app is fairly intuitive. The only objection I have is that the email does not come directly from my business, instead the customer will see our business name + the omnisenddiv.com and gmail categorizes at as "spoofed email."
Greetings and many thanks for your review!
We have a feature called custom domains that will allow you to configure the sender domain for your store.
Please keep in mind that omnitestdlv.com is your current test sender domain, and it is not used for campaigns or automations.
Our customer service representative has already contacted you with additional information regarding this matter.
Have a fantastic day!