AI: Upsell—Email—SMS Marketing , 2.485 recensies

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

*Update* All issues specific to merchant are resolved including merchant's latest reply in April. We are happy to work with merchant moving forward if they choose to return.

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.

Shopify billing unfortunately charges for app usage on your usual billing period with Shopify. So even though you uninstall you may see charge from prior month. Apps have zero ability to charge merchants after uninstall unless it was already pending on your invoice before uninstall.

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

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

Dear Merchant, so sorry for the inconvenience. Email Marketing is a very heavily regulated space by the email clients (i.e. GMail, Yahoo, etc). Once you go over a spam compliant threshold your email gets blacklisted.

I looked into your account and you had (3 complaints)/(2380 emails sent)*100 = 0.13% spam compliant rate on your most recent newsletter.

All email marketing platforms including ours gets automatically blocked and thrown into spam box after crossing a threshold. So we try to protect your account by temporarily pausing email sending. For example, here are some major email tools and their thresholds:

MailChimp = 0.01% for spam complaints
ActiveCampaign = 0.01% for spam complaints
Klaviyo = 0.05% for spam complaints
ONE+ = 0.05% for spam complaints

Unfortunately, you had slightly over 0.05% with 0.13% spam compliant rate. Other email platforms will completely ban your account, but we temporarily paused your account to avoid Gmail, Yahoo, and etc completely blacklisting your emails for life.

I know this is completely out of your control and it is ours too because Gmail, Yahoo, and etc take spam complaints seriously. It's a very complex and regulated space because all the abuse that happens around email. It's one of the reasons businesses turn to double opt-in feature to ensure low compliant rate and high deliverability.

Please do message me if you have more questions.

Cheers,
Ann

Dear Merchant, we believe you have the wrong App, we do not modify nor have the access change products. Our team is happy to help you figure out which app affected your site. Feel free to reach out to us via Live chat.

Cheers,
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, 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

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