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was working fine, but now won't stay on my site? seems like an issue as this didn't happen before - doesn't stay in the app store.
I wanted to like it, but there are issues. First, as others have said, why make the customer enter their phone number? OK - so it tells the operator that the number links to a customer account, but the operator cant click on anything to get to that account. Same goes for order numbers - they don't link - that would be useful. Worse, it doesn't identify when someone is logged into Ping, which is where the operators have to be to read messages, so that if someone closes their Ping window the chat button stays there, allowing customers to try and chat but get no response. Actually a huge negative for customer experience. Fix that stuff and we can talk. Until then, I have to go elsewhere.
I would have given it a 5 star, but reason for not giving a 5 star that it is missing on a very basic feature of attaching files thru desktop version on chat with customers. A customer sitting at home uses mobile for shopping in most of the cases and a seller is almost working on laptop/desktop as he has to see many reports/excel sheets/ files etc. attaching files is only available on mobile chat (as informed by shopify support).
It was quite frustrating having the automated "check my order status" question in the chatbox and having the clients asked about their phone numbers to be able to chat. The process seems overcomplicated. As a client, I would be annoyed to have to provide my phone number for a simple inquire, I would not continue and, frustrated, I would leave the site altogether. I would like to suggest providing the user with the ability to choose what they want to ask the client, if anything, and if they want this "check my order status" to appear. I understand the idea of trying to link the phone number of an existing registered client but I feel that it overcomplicate the communication unnecessarily. Maybe having an option that enables the staff that is chatting with the client to manually assign that chat session to a client would be more suitable. Thank you and I hope to have helped.
We are currently using this app. It is okay, we are hoping they will add some more features like, change the sound when a chat comes through, as it is quite low and quick, its easy to be missed. We with their was the option to not be notified when someone updates their cart or returns to the store etc. Would also be a lot better if the offline chats filtered through to an email so you could easily respond to customers who have left a message overnight.
We had the chat installed, but it has the following problem: you open the chat, type your message. Then you are asked for your email. If you have entered the email, you have to type the chat message again. That's anoying for the customer.
The app automatically vanishes from the store and then have to download again, can this be fixed? Overall a good experience but some issues
superbb so its to use hope it will give good servicekcjpoicudcnhbc kxmcax lxcjkxjckx xljozxj9sjkichjhn
Hello Royal Plant Scape, thank you for leaving a review! I hope you find the app easy to use! Shopify chat is a great tool to support your customers. Here is an article on how to optimize our chat tool: https://intercom.help/kit/en/articles/4775586-how-to-optimize-chat-on-your-shopify-store If you ever need any help, have questions or feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
todo bien me parece, es amigable y facil de escribir y recibir, ojala haya mas fucniones asi gratis en el futuro
Hello Eurotruck Mexico, Thanks for the 5-star review! So glad to hear that you find the app easy to use. Keep the Ping app up to date for the newest features and releases. If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
i love the site but need more understanding why customers not buying but lots of traffic on website.
Hello My Sexy Black Boutique, Thank you for the five-star review! So glad that you love the app so far. Shopify Chat is a great tool that can help in converting traffic. Here is a great article on the Shopify Blog on how to make the most out of our chat feature: https://www.shopify.ca/blog/shopify-chat. If you ever need any help, have questions or feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
I used this app to help to talk to my customers, to make sells and to make sure they get the best service I can provide.
Hello thetechiecenter, thank you for leaving a wonderful review! I'm thrilled to hear that Shopify Chat is doing exactly what you need! If you ever need any help with Shopify Ping or Apple Business Chat or Shopify Chat, get in touch with our fabulous customer service team at [email protected] or directly through the Shopify Ping mobile app support. All the best to your future success! Best regards, Ruby C. Senior Support Specialist - Ping
Trop ''basique'' . Il n'est pas possible d'automatiser ou de programme d'autres questions que '' je veux connaître le status de ma commande'' ...
Hello Mon Adresse Civique, thank you for your honest feedback. As we work on making an amazing conversational marketing app, your feedback is important to us. Although, the order look-up feature is not customizable, we will be releasing a new update for all Shopify Ping users within the next few weeks that will allow for custom automated responses that will appear along side the order-look up. I hope you'll try this feature out when it does become available as I think this is what you are looking for! If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
Integrates well, works beautifully, 10+ points for integrating with apple business chat. Would be nice to customize the "How can we help you? What's my order status?" text in the shop language for seamless customer experience.
Hello Mémoires, Thank you for the 5 star review and feedback! I'm so glad you find Shopify Chat and Apple Business Chat integrations meeting your expectations. I've taken note of your feedback regarding the automated messages and will share it with our Product team. Your feedback is very valuable and we appreciate that you've taken the time to share your thoughts! If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
This app would be a world more useful if you can change the ringtone as the current one is extremely difficult to hear if the phone is in its usual place... my pocket!!!
Hello crkd.guru, Thanks for leaving a review and for the feedback! Unfortunately, changing the notification sound on a third party app is a limitation of Apple devices. You can universally raise or lower the volume, but not change the sound. If you ever need any help with Shopify Ping or Apple Business Chat or Shopify Chat, get in touch with our customer service team at [email protected]. All the best to your future success! Best regards, Ruby C. Senior Support Specialist - Ping
Needs customization. Default message asks people if they want info on their order not what I wrote and they haven't ordered. Would like to be able to set time for it to be active
Hello Strasburg Children, thank you for submitting a review and the feedback! It is possible for iOS users to set availability hours with a custom message for customers chatting in outside of your availability. Here is a link to the help set that up: https://help.shopify.com/en/manual/ping/setup#set-your-chat-availability. The automated order-look up feature is currently not customizable. If a customer does have an order number, it is an easy way for them to look that order up without having to wait while also freeing up your time to work on other areas of your business. This feature can easily be ignored by the customer by simply chatting into the box without the order number. If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
This app has been a great help for our store,but it suddenly stoped working from today morning,it showing "shopify.okta.com refused to connect" can you please resolve this issue.
Hi Flash Zone Electronics فلاش زون للالكترونيات, thanks for reaching and leaving a review. Shopify Ping iOS users did experience login issues on March 1 & 2nd 2021. Our developers were able to resolve the issue with the latest app version 3.1.5 release. I'm going to personally follow up with an email to you to ensure that you are able to log into Shopify Ping and access your customer chats. If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
The app could be more intuitive, I am having to use it since it will now have to replace KIT. WHICH SUCKS!! But overall it's okay.
Hello LUXURIOUS BASICS, thanks for your review and feedback! It is unfortunate that Kit is retiring from Shopify Ping as of March 31, 2021. However, since you are based in an SMS supported region for Kit, you can continue to use the app until August 31. 2021. Here is a Help Center article (https://help.shopify.com/en/manual/ping/kit/setting-up/#changing-from-shopify-ping-to-sms-messaging) as well as a short video (https://vimeo.com/518189718) on how you will switch your communication method for Kit from Shopify Ping to SMS. As for Shopify Chat, it is a conversational commerce tool that will hopefully aid in turning conversations into conversions. Here is an article to help guide you on how to optimize chats conversations.(https://intercom.help/kit/en/articles/4775586-how-to-optimize-chat-on-your-shopify-store). Finally, please ensure that your Shopify Ping app is up to date so that you have the best experience with the app and Shopify Chat. https://www.shopify.com/ping If you ever need any help with Shopify Ping or Apple Business Chat or Shopify Chat, get in touch with our fabulous customer service team at [email protected]. All the best to your future success! Best regards, Ruby C. Senior Support Specialist - Ping
Hi, great app! We have a question, is it possible to enable chat only on specific pages? For example just on the main screen. Thank you
Hi framesvision, thanks for leaving a review! At this time, the Shopify chat widget is found on all pages and can't be customized to appear on specific pages. I will share your feedback for customizing the button location with our Developers. If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Kind regards, Ruby C. Senior Support Specialist - Ping
Having an in-store chat option definitely increases customer engagement, and we have had a few extra customers purchase due to the chat, which might not have otherwise. It'd be great if the app had the option to add/edit hours of availability for the chat, so folks don't just sit around wondering when they'll get a response, but for what it is, it does its job well.
Hello RiceRoadGreenhouses, thank you for the detailed 5-star review! I love to hear that Shopify Chat has led to sales. And, it will hopefully lead to more! Shopify Ping does offer availability hours, which is set up in the Ping app. Availability hours let the customers know that you are away, but it does not prevent customers from chatting in. Here is a link to the help doc explaining how to set it up: https://help.shopify.com/en/manual/ping/setup#set-your-chat-availability If you ever need any help, have questions or even more feedback, feel free to reach out to our team via the support link in the app, or directly at [email protected]. Wishing you the best in your business success! Ruby C. Senior Support Specialist - Ping
The app works well, however it would be much better if there were scheduled times it was On or Off for when we cannot respond.
Hello Science Supplements - The Equine Nutrition Specialists, thank you for the review and feedback. We understand how important the hours of availability feature is for transparency with customers. While it is possible for iOS users to set up Chat Hours Availability for Shopify Ping, we are hoping to have this feature available to Android users in the coming months. As always, keep Shopify Ping app up to date for all of the latest releases and bug fixes. If you ever need any help with Shopify Ping or Apple Business Chat or Shopify Chat, get in touch with our fabulous customer service team at [email protected] All the best to your future success! Kind regards, Ruby C. Senior Support Specialist - Ping
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