The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
The idea of this app is great and performance as well, but as a company we are not happy with our interactions with them.
First of all their customer support live chat knows very little of their own billing system which is worrying. It took weeks to get an understanding of how the billing actually works in detail. It is a confusing system that favor the merchant over the customer.
I say that because as a customer you have to commit monthly to a certain level of billing and without close monitoring there is risk to be overcharged but you can never be undercharged. We find usage fluctuate heavily depending on campaigns we send so it is not an easily workable system.
We have used almost all the major SMS apps on the market for Shopify, they should have settled on a simple base monthly price for the app and volume pricing on usage that scales automatically like everyone else.
We also asked them for a simple SMS contacts export after a couple of months of usage and was refused it!
We are selling strictly on Shopify because we want to own our customer data, otherwise we would simply be on Amazon.
That they refuse us access to our own data essentially means that they deny us what is ours and you would have to be an idiot to want to continue to do business with such a company. This was really the nail in the coffin for us.
So sorry to hear you haven't had a great experience with us. Our team works hard to make sure every merchant has a 5-star experience. With your feedback, we've jumped on ways to improve our live chat support, and ways to improve our online FAQ's. Our team is in touch with you to figure out more ways to improve this experience for you and your team. Please let us know what other support we can offer.