Thinkific ‑ Online Courses , 20 reviews
The Thinkific app is average at best. There are lots of missing features for what is supposed to be a premium ($$$) LMS app. Support from the company is non existent, I've been waiting a month for a response to my latest query. Sadly, we will not be staying on this platform after our first year's experience. There are now lots of alternatives available, I would suggest looking at those.
Password sync between Shopify and Thinkific is not consistent. There are many times that this sync fails and people cannot find the content they are subscribed to despite being able to log in to the Shopify website successfully.
UPDATE: Thinkific eventually fixed the issue. The problem is that it took over a week, I never received an official notice from Thinkific that there was a problem, and although I was able to give away a lot of our product to soothe our customer's anger, we ended up giving away over $1,000 of free stuff to apologize for a mistake that was Thinkific's. I am having a conversation with someone at Thinkific today, and I will update more after that. ORIGINAL: I've been a Thinkific customer since 2017. They used to have customer service options that worked, but lately, they've eliminated phone customer service and the chat tool has broken every time I've used it, so the only recourse I have to get help is via email which is extremely slow and isn't useful for complicated situations. Their customer service is basically "one size fits all" which means it doesn't really do much unless you're a brand new customer of theirs. The app stopped communicating with Shopify a few days ago. Thinkific still hasn't notified users. There are others I've found experiencing this problem, and Thinkific's response is understanding my frustration, but still not making meaningful steps to ensure this problem doesn't keep happening like it currently does. Thinkific discontinued its phone customer service, so you're left with a chat feature for customer service that more often than not fails and so email becomes your only means with intricate, complicated problems. I've had to give my customers a lot of free stuff to apologize. Our value proposition is to get and access these things instantly. So having to manually create accounts and enroll students destroys the entire business model. At this point, I've had to refund, cancel, or comp items to the point that I've lost almost as much in revenue as I pay Thinkific in an *entire year.* That's too much to lose. I'm researching other options, but I don't want a single other course creator to experience this problem while I do.
Although I really love thinkific and would like to recommend this product, I'm having hard time because of the lack of customer service. Days to get a response, then another 24hrs to get a second one (And still no solution) is just not up to par for this late in the ecommerce game.
Thinkific is a great platform if you don't run into problems, and in all honestly there aren't many. But come on guys! Days to get answers is not acceptable. Its 2020...
Update: It has now been 9 days and still no fix. I realize Covid has caused caused strain on your customer support... while recording record profits. That aside, Im still paying monthly for software that does not work as advertised!
Thanks for your feedback.
With many educators moving online rapidly due to the global pandemic, we’re currently experiencing an influx of questions. As always, we’re here for you and we are doing everything we can to get back to you quickly (including adding more team members to help). You may experience slower response times than normal in the short term as we work to respond to the increased demand.
For immediate support check out our:
Help Center: support.thinkific.com
Training Site: training.thinkific.com
Facebook Community: facebook.com/groups/Thinkific
Please note that we do have Thinkific Experts inside our Facebook Community that are highly vetted by our team, and have been helping countless course creators use Thinkific.
Thank you so much for your patience during this time — we’re all in this together!
April 24th Update: Hey there! I have spoken to our Support team and can see that you have been working closely with them to try and get this resolved. Our Senior Manager of Strategic Partnerships, Naomi, also reached out to you on April 17th—we would be keen to speak with you so that we can help get this issue resolved and look at reimbursing you. Thanks. 🙂