ONE Upsell, SMS, Email, Pop~Up , 2 398 arvostelua

Dear merchant, we understand that cost is an important factor when considering an SMS marketing. We'd like to assure you that our pricing is set to cover the standard fees we pay to telephone carriers for international messages from a US-based phone number, including those to France.

We'd like to invite you to contact our customer support team via our 24/7 Live chat or me directly at ann@one.store to discuss potential discounts and tailor a pricing plan to suit your needs. We're here to help and ensure that our service meets your expectations.

Thank you for giving us the opportunity to address your concerns. We look forward to assisting you in finding a suitable solution.

Cheers,
Ann

Cher(e) commerçant(e), nous comprenons que le coût est un facteur important lors de la prise en compte d'un outil de marketing par SMS. Nous tenons à vous assurer que notre tarification est établie pour couvrir les frais standard que nous payons aux opérateurs téléphoniques pour les messages internationaux depuis un numéro de téléphone basé aux États-Unis, y compris ceux vers la France.

Nous vous invitons à contacter notre équipe d'assistance clientèle via notre chat en direct 24/7 ou à me contacter directement à ann@one.store pour discuter des remises potentielles et personnaliser un plan tarifaire adapté à vos besoins. Nous sommes là pour vous aider et nous assurer que notre service répond à vos attentes.

Merci de nous donner l'occasion de répondre à vos préoccupations. Nous sommes impatients de vous aider à trouver une solution adaptée.

Cordialement,
Ann

Hi Ellen, we appreciate your feedback and thank you for being a loyal Free Plan user for almost 2 years. We understand that the new pricing may not have met your expectations, especially if you are not taking advantage of all of our apps. Our team worked hard to delay the pricing change as long as possible and provided our existing users with an additional discount to ease the transition.

We noticed that the campaigns you had running assisted your store in making 29% of your total revenue in the last 30 days. Our team believes that we can help you optimize your campaigns and increase your revenue even more, which would help justify the costs of our new pricing.

Give us a call, text, or email back. We would be happy to discuss some ideas on how to optimize your campaigns and pricing.

Happy Valentine's Day!
Ann

Dear Merchant,

We have given users notice pricing change to come February 1st and a discount to legacy users. Please let our support team on Live Chat or support@one.store if you are seeing anything different so we can identify any bugs in the notifications.

Regards,
Ann

Hi Sarah,

I see you were able to uninstall, nice work! Although a little hard to find in the Shopify Dashboard Install/Uninstall is controlled by Shopify. Apps are not given the ability to block merchants from uninstalling. I think you might have been mistaken when first writing this review.

Apologies you felt stuck in one of our onboarding flows. Many of our merchants ask for 1-on-1 onboarding via demo call to better understand how we can serve their business and help them launch their first campaign within minutes.

Recently, we are testing this onboarding option for only a small number of merchants. Based on your feedback and speaking with our leadership we are removing the onboarding call requirement.

Please do reach out to me directly support@one.store if you like to give us another go.

Cheers,
Ann

Dear Merchant,

Our deepest apologies for the delay. Over the past several weeks, we have been slowly upgrading our email infrastructure in preparation for the upcoming holiday season. We know that it's the busiest time of the year for our merchants, and wanted to ensure that once email volume on our system heavily scales up, that everything could flow through our system without issue.

It seems like your account somehow got caught up in some delays during the maintenance period, but please rest assured that the maintenance is now over and that our system is back and is even better than before.

Please let me know if there's anything that I can personally help with in regards with email sending or anything else on our platform.

Best,
Ann

Yikes, that's a pretty frustrating experience you had. At first glance, we do not see nor receive reports of a system-wide issue with our popup not working as intended.

Our team went ahead and conducted a thorough investigation of what might be giving you a hard time. We think we may know where you might have gotten hung up in our user experience and gone ahead and made updates to your campaign.

Video Summary
https://share.one.store/2Numo7wN

Text Summary
1) There are two screens for the popup, the initial screen (step 1) and the rewards screen (step 2). It looked like you spent a lot of time getting your first screen customized to look like your brand but couldn't find how to customize the second screen.

2) We've mimicked the settings from the first screen of the popup to the second screen of the popup, so they both have a consistent look and feel.

3) Additionally, we think the other issue you were facing was that the popup was not "appearing" on your website with the current settings. It looks like what happened is one of your settings was "Stop Showing if the user had already subscribed to the popup," and looking through the account, it seems like you had already subscribed to the popup during one of your earlier test runs.

4) To continue to see how the popup looks on your website, we have a "Preview on Site" button that will allow you to see what your website looks like when "new" users visit it. The "Preview on Site" button will reset your browser and our app to think you are a new person seeing pop up.

5) If you visit your store website without clicking "Preview on Site" button, then our system will be subject to the "Stop showing setting" that was enabled as if you are experiencing the popup as one of your real customers.

We offer 24/7 support, so we are happy to jump on a call, live chat conversation, or via email (support@one.store) anytime to discuss our investigation above or anything at all :) We look forward to hearing from you soon.

Meanwhile, our product team will be looking into improve the user experience based on your feedback so that new users don't fall into similar confusion and frustration. Our popups is one of the most sophisticated on the market, but with complexity and flexibility in customization always creates room to improve the app interface.

Regards,
Maya

Dear Merchant,

I am Ann, Customer Experience Manager at ONE app. Deeply sorry you had a frustrating experience navigating our app. If you reach us through our nearly 24/7 live chat or email at "support@one.store" we can help you get setup and we can even do a 1-on-1 onboarding call.

Lastly, if there's something specific you wanted to achieve with our app we can send you a video recording walk through or set it up for you.

We are always improving our user interface. Love to get more of your feedback to make improvements.

Looking forward to working with you as you launch your new Shopify store.

Cheers,
Ann

Thanks for the feedback! We're sorry about your McDonald's experience, but have you tried their Buttermilk Crispy Chicken Sandwich?

Dear Merchant,

I am Ann, Customer Experience Manager at ONE+ Pop Ups, SMS & Email Marketing Shopify App. Looks like you have been using our app for over 1 year (since June 2020) and collected over 1,800 email subscribers. Amazing!

We noticed one of your team members left us a 1-star review about not being able to use the app for free. I think this might have been a miscommunication or mistake when quickly uninstalling/re-installing our app.

We offer a Free Forever plan. If there's any limitation on your plan, I am happy to help you over live chat or email at "ann@one.store"

Please let me know how I can help with the use of our app. You have been a long time user of our app and we want to do everything to ensure you are happy and the app is cost effective for you.

Cheers,
Ann