Smile: Loyalty Rewards Program
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I am leaving a 1-star review due to the extremely poor level of customer support that Smile offers. Unlike other apps, the Smile support team will try to help with the least possible effort, and will never actually be willing to login to a Shopify store to assist with the app's implementation or code (i.e. through a collaborator link or staff account login).
All the support team will do is send you one of their trained reply templates to provide a help article. We wanted to show the Smile launcher on only one page of our website, but were told that this was not possible. We would have to 'exclude' every single page on our website to be able to do this. There is no option in the app to only 'include' certain URLs to display the launcher. This is not helpful at all. Additionally, we found through the support team that certain features of the Smile app are only available to people depending on when the account was created. For example, they currently offer different ways the launcher can be displayed on mobile - but only for new accounts. Because we have an older account, the team refuses to give this option to us. This is extremely bizarre and not logical at all. Seriously Smile - for the amount that you charge merchants to use your program, you really need to improve your customer support and allow more customization for merchants.
***UPDATE 07/2023:
Thank you for your patience, I'm happy to let you know we have been able to add you to the beta group for this feature. We have been trying to contact you to confirm and see how else we can ensure your program is working optimally and we look forward to connecting with you soon. ***
Thank you for taking the time to leave us a review. We really appreciate your feedback.
I truly understand the frustration these issues caused. I'm going to carefully look into the problems you highlighted and reach out privately to try and resolve these concerns.
Customer service is incredibly important to us and we always try and offer the best advice and support that we possibly can. Some things are outside our control but we will always try and offer workarounds and solutions. We will never refuse to offer a feature if it is available and we are currently looking at ways to offer the visibility option to you we are just waiting to see how we can add you to the control group.
Again, thank you for your review and I look forward to connecting with you to resolve these issues.
David Wyatt
Merchant Experience Manager
Awesome. Just started but super easy to set up for sure! Maggie was helping me and she is not only friendly and EFFICIENT, she's also funny. Great work guys. Thanks for the amazing support and great product.
i am not very computer sabby, this point system is confusing- customer purchased an item. did not use credits and it automatically deducted 500 points from her acct without using her earned points. Im very confused!
Hey there! Thank you for taking the time to leave us a review! I'm so sorry to hear that you're finding the points program confusing. We'll send you over an email to help out right away! :)
A little confusing at first, but gets the job done.
Maggie was helpful..................................................
Customer service is very patient and I am very satisfied
Thank you so much for taking the time to leave this review! We really appreciate it 💖
Don't hesitate to reach out if you have any questions. We're always here when you need us!
Smile Team ✨
Been using this for a few hours and been testing it and so far I love it! I love the different ways my customers can earn points and rewards and you can customize it to make it match your website/branding colours. 100% recommend.
Thank you so much for sharing and recommending us! We're so happy to hear that you're enjoying the app so far :)
Really easy to use. Great App.
Amazing service by Brandon !! Looking forward to figuring out a referral program for our store with this and consecutively will be working on our loyalty program. Will update this review as we learn more.
Thank you so much for taking the time to leave this review! We're so glad to hear that you had a great experience with Brandon 🤩
Don't hesitate to reach out if you have any questions! 💖
- Smile Team ✨
So far, so good... easy set-up and started working effectively the first day.