Omnisend Email Marketing & SMS , 5,683 reviews
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants find this app user-friendly, offering a range of features such as email and SMS campaigns, automation, and customizable forms. It integrates well with Shopify, enabling direct management of email marketing from the store. Merchants value the A/B testing, automation, and segmentation capabilities. The customer support is praised for its responsiveness and problem-solving skills. The reporting and analytics features are appreciated for their role in understanding customer behavior and enhancing marketing strategies. The app is seen as affordable and good value for its features.
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Wonderful customer support.
Baarath was very quick and helpful to resolve an issue I had sending an email campaign. The issue was resolved within minutes. Wonderful customer service and a wonderful platform to build and send emails to your customers! It's easy to use and has very nice layouts.
Thank you for your amazing feedback! We're thrilled to hear that you're enjoying our App and that our agent provided you with such helpful assistance. We strive to make every step easy for our customers, and it's great to know that our team's knowledge and guidance made a difference for you.
We appreciate your business and look forward to serving you again in the future!
Maria was so helpful when it came to answering our questions about how to clean up our subscription lists to reduce our monthly bill.
Thank you!
They offer 24/7 support but the chat support is the worst. You have to keep repeating things, they don't pay attention to what you're actually saying and they keep switching agents within the same conversation so none of them know what's going on. You have to constantly update them on the previous conversation. Most of your emails will go to spam if you use this company. Really not good.
Hello,
Thank you for sharing your concerns with us. We're sorry for any frustration you've had with our customer support. Your feedback is incredibly important as we strive to improve our service.
We understand the importance of smooth communication and recognize that switching between agents can disrupt it. We're open to any suggestions to refine our shift-based model for better transitions while keeping the conversation context intact.
We apologize for any inconvenience caused by having to repeat information. We're committed to improving our internal processes to ensure agents are fully briefed on your history before chatting with you.
Regarding email deliverability, we've addressed the SPF issue and disabled the warm-up option to enhance it further. While we anticipate improvements, we appreciate your patience in monitoring your email system. We're here to help if needed.
Furthermore, our senior support representative has reached out to you with additional information on the open rate. Please respond to them in the chat for further assistance.
Your satisfaction is our priority. Please share any specific issues so we can investigate and resolve them promptly. Feel free to reach out to our support team directly.
Thank you for your patience and understanding as we strive to enhance our support services.
i love Augustin, he is SUCH a pleasure and hardworker. Everytime I have a question, he always resolves my problem swiftly and directs me to the right path. I am not very technical but he always manages to explain things in simple language that I can understand and implement.
The platform is great, ive been using it for years. It does the job if you dont have technical background and want to keep things efficient and simple.
Hello there,
Thank you for your positive feedback! We greatly value your satisfaction with our platform and the assistance provided by Augustin. We strive to maintain a high standard of service, and it's rewarding to know that our efforts are appreciated.
Your continued support is invaluable to us.
great quick service and resolution
Sila is very helpful! Thank you very much. I have been doing automations recently for my e-commerce, and she helped me a lot. She is very reactive and helpful. I had answers to my questions very quickly. Thank you again.
Works brilliantly, we have been using Omnisend for a few years now and it has always worked very well for us giving great analytics and excellent integration with Shopify.
Their customer service is very quick and super helpful to resolve our issues, we will continue to use them for a long time to come!
Seems like the app keeps having new and more complicated issues, as the years pass.
We have been using it since 2014, when back then everything used to work fine.
Every update that added, just keeps creating issues that support seems unable to resolve.
WELL DEAR DEVELOPER,
Thank you for your kind reply and attention, but it seems that your team is unable after 7 weeks and 72 emails to solve the problem.
Instead i have to endure talking to 7 different people "BEACUSE THEIR SHIFT IS OVER", AND EACH ONE sends me a 10page guideline to read.
I would suggest either get a tech guy who understands to solve the problem or inform us that you are unable to fix the app.
Again its a pitty after 10 years of using the app, each year you manage to degrade it with your updates.
Update 6 Mar 2024: After 7 weeks you still haven't managed to resolve the problem, leaving us without any email communication with our clients.
Hello!
Thank you for your ongoing commitment to Omnisend, and we truly appreciate your detailed feedback.
We recognize the frustration caused by communicating with multiple team members, especially after you've been working closely with one dedicated representative. Your loyalty and the decade-long partnership with Omnisend are highly valued, and we regret any inconvenience this situation has caused.
We assure you that your case is receiving focused attention from our dedicated representative, who is well-acquainted with the context of your issue.
In the spirit of collaboration, we kindly request your continued cooperation as we work towards finding a solution. Your insights are invaluable in guiding our efforts to enhance your experience. If there are specific details or information you can share that might expedite the resolution, we would be grateful.
We remain committed to improving the app and ensuring your satisfaction. Thank you for your understanding and cooperation as we strive to address your concerns.
The worst app I ever deal with I been trying for the last 10 days to get support or anything all what I got is nothing
They charge me 718 to use sms services and they send me email that I can’t use the sms service and they refuse to refund me
They charge me every month 988$ witch is Mailchimp charge only 400 $ for 1.2m email
Still till now no support no money back and also they charge me for the last 4 month 160 extra for sms that I couldn’t use
I WILL SUBMIT THE CONVERSATION BETWWEN US SO YOU CAN BE AWARE THERES NO COUSTOMER SUPPORT HERE
Hello there!
We appreciate your patience and sincerely apologize for the challenges you've faced. We understand the importance of reliable support and are committed to resolving any issue you might have promptly. We've reviewed your case, and it seems there might be some confusion regarding the SMS service and its compatibility with the content being sent.
Regarding the SMS service, it appears that there might be issues beyond our control, such as the content being blocked by operators due to its nature. We recommend reviewing the content to ensure it complies with regulations to avoid such problems in the future.
As for the charges, we acknowledge your concerns about the pricing discrepancy. We would like to clarify that the upgrade to the Pro plan incurs a prorated charge, and we have initiated a refund of $718 for the SMS service that couldn't be utilized. Please check your account for the refund, it should have arrived by now.
In terms of ongoing support, we are taking steps to improve our customer service and ensure you have a more positive experience in the future. We appreciate your feedback and value your business. If there are any further concerns or if you have additional questions, please don't hesitate to reach out to us directly.
Thank you for bringing this to our attention, and we look forward to resolving any remaining issues promptly.
Our Support representative has reached out to you with more details on the matter.