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Customer service is horrible. I have been trying to get them to fix my pop up for over a week now. All I get is IT is working on it. While my conversion rate drops everyday. The don't integrate with SMSBump very well. So if you using text message marketing this is not the app for you
Dear Frantchen,
Thank you for taking the time to write this review, it is highly appreciated.
I am so sorry to hear that you had a terrible experience with OptiMonk, however, I totally understand your disappointment and frustration. We tried to contact you in the last few weeks via email, however, it seems that we haven’t received a reply from you yet.
We are a small team of only 20 members and Customer Satisfaction is the topmost priority for us. I know that we have made a lot of mistakes, but what I can assure you about is that we do everything with the best of intentions to create value for our customers.
If you would change your mind and give an answer to us, we would be happy to find a way to make this bad experience up to you.
Looking forward to hearing from you.
Best,
Nicole
CEO
We are a new Shopify Merchant and came across your app to manage pop-ups. At the moment we are starting to gain some sales momentum and your application has been key to that.
Whilst we are located in Australia and the timezones from your support staff dont always suit, i am really heartened by the fact that Peter from your support team keeps me well informed of any issues and will always offer suggestions on how we can do better and utilise the application.
I am so excited that we have chosen Optimonk and wanted to pass on my sincere appreciation of the work being done by Peter. littlebambiniboutique.com
We're so happy that you've shared your honest experience with us, I really appreciate this and was glad to help you 🙂 Thank you very much for your kind review!
Let us know if we can help you further with anything!
Peter
Support is good. Fast response. Many templates to choose from. It will be good if Optimonk can show how to paste code to Shopify instead of waiting for them to insert the code for us.
Haven't tested as my store will on be launched in Jan 2021. Will definitely give a 5 star review once statistic come in.
Hi,
Thank you for taking the time to submit your honest feedback. We are so happy to hear that you are satisfied with our support. Feedback like this helps us stay motivated, so we truly appreciate it :)
Regarding the installation request, I'm sorry for the confusion caused. The OptiMonk app can be installed on your Shopify store with a few clicks, but we still have to work on showing the proper installation instructions at the right time to our customers. Once again, please accept our apologies for the difficulties. We can assure you that we will make it easier to find our installation guides to avoid any difficulties in the future. (In any case, I'll link our guide here as well: https://support.optimonk.com/hc/en-us/articles/208244389-Integrating-OptiMonk-with-Shopify-e-commerce-platform)
I sincerely hope that our app will help you achieve your goals successfully, and we can prove that our app is worth a 5* review! :)
Please don't hesitate to get back to us if we can be of any help. Hope to hear from you soon!
Kind regards,
Hajni and the OptiMonk Support Team
Very helpful support and really nice easy way for setup a popup for upselling or other customer journeys cross and upselling.. thank you
Thank you very much! It is not difficult to get lost amongst the many features, but whenever you're in doubt, just contact us and we gladly help you:)
I wish you the best with your terrific and elegant wine store!
Cheers,
Peter
I used this to increase sales. I’m not computer savvy and having very hard time sitting up on my website
Hi There,
Thank you for sharing your feedback with us, our customers’ honest opinion means the world to us!
I am truly sorry to hear that you have found complications with our application and that our settings were complex to use for your first campaign.
We would like for all our customers to have a positive experience with the OptiMonk app and with our team.
To achieve this, allow us to get in touch with you directly via email to see how we can improve your experience with OptiMonk. We are going to check your case thoroughly and write an email to you shortly.
I hope this sounds good to you and I also hope that we can prove ourselves to you.
Kind regards,
OptiMonk Team
I tried this app for exit intent purposes only. I don't like all the bells and whistles other sites use. I personally will not shop at a site that forces me to enter my email address before I even shop. it's rude. The places I do shop, their constant emails go directly to my trash bin without even opening it. Ever. So I'm not going to force my customers to do what I wouldn't do. With that said.. this app... I don't even know if it's working. I went to my site and went to leave and nothing happened. There's supposed to be a pop up with a coupon.. Nothing.. I get emails daily saying how many potential customers I have lost.. Then today I get an email telling me monthly page view limit is almost up (5000 impressions a month on the free plan) and I will lose 12 more buyers if I don't upgrade. Mind you I don't average more than 5k visitors a month AND I haven't even had the app for a WEEK. Really? So they are just here to push you to upgrade to a paid plan on a DAILY basis. Not cool at all. Back to search another app.. oddpeanut.com
Redirects my customers to THEIR website. Supposed to be an app which increases MY conversion and keeps people on MY website... instead when they 'win' on the spinning wheel it takes them to their website to subscribe. Outrageous!
Hi Sian,
I'm Anna from the OptiMonk Support Team.
I'm truly sorry about the negative experience we caused with this mistake.
I can see that you have reached out to us on multiple platforms and we have tried to explain the situation in our responses, but let me summarize here as well what happened to your popup:
The OptiMonk template you chose had a button on the 'Thank you' page set up with a redirection action. As you haven't inserted any links where we could've redirected your visitors, the system set up optimonk.com by default after you saved the popup and this is why your visitors were redirected to OptiMonk on the Thank you page of the popup after they subscribed.
I would like to highlight that this function was honestly not our intention to have and was left on the template you have selected accidentally. I contacted our Product Team right away and they removed this setting from the affected template.
As this mistake was made on our end, we would like to like to compensate you for what happened. Therefore I'd be very grateful if you could reply to the email I sent to you on Friday, or you can also reach out to us via chat from Monday to Friday between 9 AM and 9 PM CET.
Thank you in advance,
Anna from OptiMonk Support
The customer service is very excellent and helps me solve so many questions. It is a great app with lots of functionality and customization.
Hey There! Once again, thanks a lot for your positive review, it really made my day! I'm glad we could cover all your questions and I wish you good luck with the campaigns! Have a great day <3 Anna from OptiMonk
Easy to use app and fantastic support by the team. Anna helped us with a query in less than 2 minutes of submitting it, which is really impressive. Thanks!
Hi Laurence,
Thank you for your kind words, and especially for mentioning my name in your review. I'm really grateful and I'm glad that I could help you out ;)
I wish you a lot of success with our app and with the Klaviyo integration!
Have a great day,
Anna
Easy to use and understand app with wonderful customer service! Great for all kinds of creative pop ups.
Hi Lara! I was very happy to chat with you today and I hope that OptiMonk will be beneficial to you in the long run as well! I wish you a lot of success with your business. <3 Anna