OptiMonk: Popup, CRO, A/B Test

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

Hi Nicholas,

I'm Anna from OptiMonk Support.

I'm really sorry for the negative experience.

Please note that you haven't been charged as you downgraded on the same day and I think I already found out which setting caused the popup not to appear multiple times.

I sent a reply to your email and I'm ready to assist you with anything you may need. We'd be very happy if you'd give us a second chance!

I'm looking forward to your response.

Anna

Hi Michaelangelo,

I'm sorry to hear you had such a frustrating experience trying to create an OptiMonk campaign.

To be honest, we had a big feature Release yesterday afternoon. It seems your issue has been caused due to this Release for which I am awfully sorry :(

I would like to inform you that the issue has been fixed so you shouldn't experience the error anymore.

Could you please also take a look at it so that we can make sure that it is all good on your side as well?

We’ve also reached you out via email to make sure you receive updates.

We would like to prove that OptiMonk is a nice and stable app you can count on, so I really hope you give us another chance.

Best,
Fruzsi
Customer Support Team

Hi There,

Thank you for sharing your feedback with us, our customers’ honest opinion means the world to us!

I’m sorry that our current business plan isn’t suitable for you, let me assure you that we are always working on improving our product and systems to be better suited for every customer’s needs.

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

Hi Liam,

I'm so sorry once again for letting you down, I truly understand all of your concerns.

As we have discussed in e-mail, I am sending you the update regarding your issue.

I would like to inform you that some major bugs that caused your frustration have already been fixed.

We have also reviewed how you tried to use our Editor in Logrocket and to tell you the truth you have shed the light to some inconsequence in our system for which we are extremely grateful.

Our Discovery Team is already in the process of making some optimization in order to make our Editor as user-friendly as possible. I will keep you updated in e-mail as well, as soon as I have some news about it.

I hope that we will be able to prove that OptiMonk is the app that you have been searching for.

Best,
Nicole
CEO