Yotpo Email Marketing & SMS

This is my 1st ever bad review and it's because I'm well and truly disappointed with the customer support which is the worst I've ever experienced considering I use much smaller apps who take their customer support actually seriously.

I've asked customer service my questions over 5 times each time I have politely elaborated and clarified my enquiry making it as clear as possible for the evidently outsourced VAs in the Philippines. Let me show you my exact last clarification of the question I have asked so many times yet to no avail have I received a clear answer and you'll see it's not obscure or bizarre it is perfectly legitimate:

"Let me explain my enquiry once again that way we are on the same page :)
I just got SMS bump and I was watching Kamil who you interviewed, make an abandon cart automation on SMS bump
I noticed however that he would say something along the lines of "you forgot some items in your cart" but what if they just had 1 item in their cart you agree that saying "you forgot some items in your cart" wouldn't be correct nor would say "you have 1 item left in your cart" be correct if they indeed have 2.
Do you see what I mean? I was hoping you could give me a solution to this or at least give me advice on how other people are going around this issue?"

So that is my question which I have already clarified countless amounts of time through my chat history and let me show you the responses I've received which honestly are so irrelevant and nonsensical that I can almost feel as if it is the job of the customer service to led their clients astray so that they end up giving up on customer service. Let me also inform the readers once again that this is my first ever bad review as a matter of fact, I've only given 5 star reviews but as I said let me show you just some of the uninformative answers I received to my question:

"Would you be able to elaborate on this please, if there's something you found in the automations that you would like to clarify with us please tell us" - How on earth is this answering my question? Elaborate on what?? Specify for goodness sake I made it as clear as day!

"Hey there! To cash-out your affiliate funds you need a minimum of 100$" - I mean that one speaks for itself. SMS Bump you can check my full history of chat with customer service I never asked anything at all regarding the above irrelevant answer.

"Okay, let me know if my understanding is correct. You said my abandon cart automation there is the short code for order items count. You have a short code which will be in a number for the quantity of a customer's cart so 1, 2 or even 3 and so on." - If this seems like it is informative then read my question and then the answer again, it is literally the opposite of what I want. Any half fluent English speaker would be able to know that saying "3 item left in your cart" is grammatically incorrect. On top of that the syntax is beyond comprehendible.

All in all I am extremely disappointed and frankly frustrated at the poor and indecent customer service from such an established and otherwise great app. To the point where I have to warn others of how counterproductive the customer service is for SMS bump absolutely baffles me and what's truly sad about writing a 1 star review is that you aren't expecting to be helped and have your issues solved otherwise why would you write a bad review? I've always remained polite with the customer support as SMS Bump will be able to verify however I am not holding back in this review and I hope you can understand my frustration.

Lastly and in all fairness, I will say that if you don't rely on customer service then the app is still truly amazing and very helpful. Let me make it clear that I have no problem with the app itself, as a matter of fact I appreciate it's relative ease of access and its useful offers however to me customer support is fundamentally as important as an app itself and that is what sadly SMS Bump lacks.

If I do get a response to this trying to discredit my complaint let me say in advance that everything in quotations was word for word and were just some of the unhelpful answers I received, nothing on my part was taken out of context and I have made an effort to put my emotions aside and remain fair on the overall app's utility I hope this same integrity will be kept if I even do receive an answer.

conversation and assistance are fluid and conclusive thanks to Keano, who seems very friendly.::))))

Marnie was amazing at handling my questions quickly and making sure they were correct. She led me through it step by step, and was very helpful.

the app is one of the best out there in Email marketing or SMS, thanks to @Aljohn for helping me set up the app.

new to app and has been great easy to use and first time needing assistance problem resolved quickly

This app so far has been amazing. Alex is truly amazing; he's been helping me nonstop to make this transition as smooth as possible. I cannot wait to see how much growth our brand will have in the near future.

For a customer service based app, where is the customer service?

Couple issues that have been recurring for me. (In my niche there tends to be a lot of abandoned carts, and they get recovered.)

Problems:
1. I have had multiple instances where my customers have purchased and then they receive the first abandoned cart text. It also shows there has been a purchase amount. Put yourself in the customer's shoes... you just received an email confirmation for the order and also a text saying that you left your cart abandoned.... ?

2. Texts (my replies to my beloved) are not getting sent through, causing my customer service team extra work for something that is a basic function. Thankfully my customer service team is A+ and our customers are super understanding.

Proposed solution:
1. Somehow do not send customers who have purchased these texts.. Merge profiles, take into order amount, do whatever it takes.. just please don't confuse the customers.

2. Reply on the chat. It's currently a non-holiday 7/22/2020 at 4:30 pm.

Hopefully it's some sort of glitch (as I have to keep relaying to my customers) that can be fixed soon.

Second time using SMSBump. Customer service is always on top of things on any question or challenge that may arise. Easy integration with Shopify. Highly recommended.

Lord

Great customer service, rapid and efficient resolutions. @John helped me understand new subscriber flows.

I am just getting started with this app. I had some questions about setting up a QR code and changing somethings and they were very helpful. I was on with the customer service guy for about 45 minutes and he was always helpful and friendly.