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This app really worked!!! People are more responsive to text over email for sure. I highly recommend adding this App on top of your current email workflow.
Thank you for your kind review. I just looked at your stats and messages, and sent you the following suggestions to optimize your account:
1) You don't need to have product images in both of your abandoned cart messages. The reason for this is that your shopper gets texted from the same number each time. And so they'll see the abandoned product image on the 1st message, and then the subsequent messages can just be text since they'll be in the same thread as the 1st message on their phone.
Turning off the product image for your 2nd message will save you some money :)
2) To save additional money, see if you can keep your 2nd message below 160 chars. For example, if you replaced "Please use code "15OFF" for 15% Off today if you're still interested." with more concise text like "15% off at this link", you'll be under 160 chars
3) I recommend turning on a 2nd winback message. The subsequent winback messages (ex 30 days later) can be used for selling since you're already using the 1st message 1 day after delivery for a followup.
App has gotten better. Receiving help from new manager is great. He does a great job of reaching out to the customers, guiding how to use the app to the best of the businesses capability. I'd recommend.
Hi Keisha,
Thank you so much for sharing your feedback with us! It means a lot to hear that you've noticed an improvement in our app, and we're thrilled to hear that our new manager has been helpful in guiding you on how to use it to the best of your business's capability.
We're committed to providing our customers with the best possible experience, so it's great to know that we've met your expectations. We really appreciate your recommendation, and we're excited to continue serving you in the future.
Please don't hesitate to reach out if you have any other feedback or questions. We're always here to help!
Thanks again for your support.
Great experience with the platform and use. Happy there’s alternatives out there for sms. So far the support has been amazing
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
ignore all negative reviews, this app is brilliant and Joe is doing his job at its best! Recommending to try it for free first and I can guarantee it will work well!
Thanks for your review. We only have 1 negative review (from the person below you) who hacked our system to use the app for free for 5 months and is now upset because they're being asked to pay $14/month lol
In regards to our conversations, hope your broadcasts with textmagic go well. It's good you were able to find a cheaper alternative for SMS blasts to the UK. We charge $0.08/message for the UK which should get you a very positive ROI if you just used our app for abandoned cart and winback messages.
But broadcasts to your entire subscriber list can be tricky when you have tens of thousands of subscribers. Let me know if you have any trouble exporting your subscribers
Application has no possibility of configuration. It keeps sending text messages to our POS customers, when we cancel or modify an order at the POS. It should only be concerned with online orders. There is no such thing as an abandoned POS cart!!!
Hi Hickey Freeman,
We apologize for any inconvenience that our app may have caused. We understand the importance of differentiating between online and POS orders, and we took your feedback into consideration. The issue has been fixed in an update.
We also emailed you an offer of a gift to make things right, and we wanted to let you know that the offer is still available.
Thank you for bringing this to our attention.
This is the only app I'm using and tbh really good so far! Great customer service they reply withing minutes if not hours, very friendly and supportive. They even send me tips which are very useful. Really easy to use. And it works! I've already made a sale with it!
Thanks for the review. FYI - we just enabled your 2nd abandoned cart message for you since you turned on country filtering and only sending to US/Canada. Those countries are cheaper to send messages to, and so your free trial is elongated :)
I actually really like the app but, woke up to some unprofessionalism from WinBack who removed the app from my store. Why? Apparently my free account “wasn’t approved.” Believe it or not I actually got an email that they’re “financially unable to support my account”. Good app just don’t get too attached because they do change plans and do not honour what you already have.
UPDATE: Go figure after calling my phone 5 times and begging in email to remove my HONEST REVIEW they turn to deformation. Of course I didn’t pay because the services were free up to 250 messages which I didn’t use.
Joe if you need to feed you family with your app I suggest you do not spam peoples instagrams with a pitty story about your family just for people to change HONEST REVIEWS. Make your business better, leaving petty lies in your review section says more about you then it ever will about me.
But I hope everyone does google MontrealMink.com More traffic, More income
Hi Montreal Mink,
We apologize for any confusion or inconvenience you've experienced with our app and account policies in the past. We want to assure you that Winback is now under new ownership and management, and we are fully committed to providing the best service to our customers.
We'd like to discuss your concerns and find a way to make things right, ensuring that you have a positive experience with our app moving forward. Please feel free to reach out to me at gabriel@winback.com, and we can work together to address any issues and improve your experience.
Thank you for your feedback, and we hope to hear from you soon.
Best regards,
Gabriel
3 REASONS NOT TO USE THIS APP: 1. The metrics that are used are totally false. I brought this up to Joe that it makes it seem like the app has brought in a lot more money it actually did and he told me to go use another app instead. The app literally said that I had made a certain amount JUST from the app that month when I hadn't even made that much at all! Insane! 2. Please beware his prices are WAY MORE EXPENSIVE THAN OTHER APPS! I switched to Postscript and I am much happier now and pay a lot less for much better service. Thank you for giving me the suggestion to switch apps, Joe. Great suggestion! 3. He is the only customer service agent so his responses are very slow in comparison to other apps. *All of this was documented via the chat and e-mails.*
Hello, The Dog Mom Club,
It's always sad when someone has a bad experience with us. Let's start to make things right by addressing all issues you brought up:
We use both click-through and read-through attribution, just like all other email apps (like Klaviyo) and SMS tools (like Postscript). All orders we take credit for are tagged in Shopify and can be verified with UTM parameters. Shopify would not allow us to do marketing event attribution through order tags if we were not doing it correctly.
Our prices (0.96c/SMS) are cheaper than Postscript and SMSBump. Anyone can look this up and do a simple cost comparison.
We're a small team, so it may take us a few hours to respond to a ticket. However, once we get to a ticket, we put our best efforts into fixing it as fast as we can.
Please reach out to me at gabriel@winback.com so we can discuss how to make it up to you. We want to ensure your satisfaction and provide the best possible support for your business.
Thank you for your feedback.
Update: There was no miscommunication in the email. I checked and verified that winback staff created coupons in my store without permission and sms prompt was on my live site. It is not acceptable to make changes to a business website without permission.
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OVERLY AGGRESSIVE!!! They turned on a feature to our live site which tells customers they will receive 10% off if they provide their phone number. Seriously! They just turned it on and sent us a message afterwards informing us. I have never seen such unprofessional and overly aggressive behavior. The app “appears” effective but didn’t do much compared to what the standard free emails do anyway. I was already on the fence about deleting it and then they had the nerve to implement a 10% sale on my site without my permission!!
We emailed you asking you for permission to turn it on, and we showed you what it would look like. We did NOT turn it on for you!
All SMS apps (Postscript, SMSBump, etc) create discount codes on behalf of your store. We do the same thing since but the default is for you to use your own discount codes (or none at all).