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This app used to be amazing. I am amending my initial 5-star review after having the app in error state for over a month and no response from support. Some staff turnover has clearly occurred, and I have been unable to use the app lately. Text messages are also delayed by many hours so I have customers getting them in the middle of the night, after I scheduled them for late afternoon. I am deleting app after multiple attempts to get support to respond to me.
i PlantationBelleBoutique,
We sincerely apologize for the issues you've experienced with our app and the lack of timely support. It's crucial for us to provide excellent service to our customers, and we're truly sorry that we fell short in this instance.
We have taken your feedback to heart and have been working to improve our support system, as well as addressing the technical issues with the app. We would greatly appreciate the opportunity to make things right and help you get the most out of Winback.
Please reach out to me directly at gabriel@winback.com so we can resolve any remaining issues and ensure that your experience with our app is a positive one.
Thank you for your valuable feedback, and we hope to hear from you soon.
Warm regards,
Gabriel
The support from Winback is just outstanding! Fast-act and reliable commitment. They reacted to our issue immediately and in the next 24 hours, it was done, back on track! Thank you, guys. P.s. And features on the app are just everything that you need and even more on top of that.
Thanks for your kind words. We pride ourselves in super-fast turnaround with any requests or issues. Appreciate your feedback and happy to jump on another zoom call anytime.
This is an excellent app. Easy to set up, so far only a week in and winning abandoned carts very effectively.
Thank you for your review. The abandoned browser feature is killing it for you! Usually the conversion rate of those messages is lower than abandoned checkout since browsers are less committed to buying. But after looking at your stats, your abandoned browser messages are converting very well.
I think its because you set your mobile popup to trigger after 40 seconds. This is a good amount of time for the shopper to get committed. And I think we're going to recommend other merchants to use this 40-second time trigger as well.
I installed this app in the summer of 2021 and it was fantastic for a few months as was customer service with "Joe". By January of 2022 (I was and still am on the $179/mo plan and have purchased thousands of extra credits), the delivery rate plummeted and customer service became sparse. I have BEGGED (via the app and email) to have management call me to discuss the issues with the app not delivering despite the count saying 100% (I signed up as have numerous customers just to test it and RARELY receive the texts). The app "takes credit" for sales after texts go out even when those customers verify they did NOT receive the text and thus, their purchase was not at all thanks to Winback. My emails and messages requesting management contact me to fix errors (and surely offer a massive credit) are to date, almost a year later, unreturned. I am very frustrated with the lack of care for a customer who has spent a decent amount of month and who has begged for help. I do not, in any way, recommend any level of this plan given the entire 2022 performance. I am uninstalling it now as I cannot see groveling for help for another year with most of the 3k customers signed up verifying they RARELY get the texts I send out.
Hi KB Designs,
I'm really sorry to hear about the issues you've faced with our app and customer service. I'm Gabriel, the Marketing Manager at Winback, and I'm here to help.
Please email me at gabriel.zampieri@winback.com with details about the delivery rate problem and your contact info. I'll personally look into it and get in touch with you to resolve any issues.
Apologies again for the inconvenience, and I hope we can make things right for you soon.
Best regards,
Gabriel Zampieri
Marketing Manager, Winback
Wow! What a great app! In just about a week it helped me to recover nearly $400 in abandoned sales. Thanks so much!
Thanks Stef!
Our free trial is designed so that it's a complete no-brainer to keep the app after 30 days :) Once your free trial is over, I look forward to seeing you send out campaigns to your subscribers
Joe has been really helpful with trying to get me a great ROI. made 30k in sales over a few months. Well done team
Hi L. EYES Eyewear,
It's fantastic to hear about the amazing ROI you've achieved with our app! We're proud to have been a part of your journey and success. Thank you for your kind words, and if you ever need any help or support, we're always here for you.
Best wishes,
Gabriel
Excellant APP to recover lost sales! Highly recommend it. Thanks Joe for prompt support and suggestions.
Thanks for your review Michael! We made this quick video for you to give you some tips on optimizing your message and account settings: https://www.loom.com/share/fcfa05b6b36148d0b38d967ccaa43a7b
This app is amazing for winning back customers, gathering reviews, and sending out SMS campaigns. Joe is great help, sending custom videos of suggestions to help bring back more customers and increasing sales. Would definitely recommend this app.
Thanks Ari, you have been great to work with too! We love watching our stores grow with us. Nothing beats the ROI of SMS, nothing!
Great app! Easy to setup and works great. Support is always there if you need help. Will recommend the app to everyone!
Hi 360SonicBrush,
Thank you for your kind words about our app and support! We're happy to hear that the setup was easy for you and that it's been working well. We appreciate your recommendation, and if you ever need any assistance, don't hesitate to reach out.
Warm regards,
Gabriel
Super easy to use and the customer service is probably the best of any app/plugin that we use on our site!
Thank you Chris, and glad we were able to save you some money.
I believe we had a zoom call with you a few months ago. Happy to hop on another one anytime!