Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,303
chart
#266
All reviews
Review RSS Feed
Sept. 28, 2020
Poor customisation, chat message received time lag, overly complex sales channels with apple chat and messenger. Could be greatly improved, now we are looking into a third party chat option. Also just don't like the aesthetic of the chat button.
Hello A.BCH, thank you for your honest feedback and review! We are always improving the app, taking merchant feedback like yours is very serious business for us. We will be addressing several of your concerns in future releases, so would love for you to keep the app or come back to it later. If you wish to share more of your super helpful feedback, feel free to reach out to our team directly at [email protected]. Thank you! Best regards. Veronica N. Ping Support
Sept. 15, 2020
Good functionality - easy to install. Would like the seamless ability to manage the chats on a desktop. Most other live chats have this.
*** GOOD NEWS! We have just launched Shopify Ping for desktop! Go to https://shopifyping.com and login with your Shopify credentials, then enjoy the ease of use of replying to your customers from a desktop or laptop. *** Hello The Cupcake Queens, thank you so much for your review and feedback ideas! The desktop version is a great idea, many merchants are requesting this. :-) Keep your app up to date and hopefully that feature will be in a future release. Thank you for trying it and hoping it leads to even more conversions for you! Get in touch with our team directly if you need anything else. Best regards, Veronica N. Kit and Ping Support
Sept. 15, 2020
Early days as we have only just installed this app on our online hat shop: fascinatorsdirect.co.uk The Shopify live chat app seems easy to use and it's free which is great but you will need to download Shopify ping to reply to your customers. It's quite basic compared to some other paid apps and it lacks to ability to customise the appearance which is a shame. Hopefully, Shopify will improve the app over time.
Hello Fascinators Direct, thank you very much for your review and feedback! Yes, in order to answer visitor queries on your site on your mobile device, the Ping app is required to download - although that is also free from the Google Play store or the Apple App store. :-) We are working to improve Shopify Chat and release new ways to customize the widget. Please keep your app updated so you can benefit from the new features! Again, thanks for your feedback, it is really appreciated! Best regards, Veronica N. Kit & Ping Support
Sept. 13, 2020
Doesn't appear to be any way to set availability on IOS either, and that is very frustrating. Customers are reaching out at all times of the night we are not able to answer at those times.
Hello Conscious Ink, thank you so much for your feedback! On IOS, you can set chat availability in your app settings, but the Android version does not have this feature yet. We are working on adding more options and features in the near future, so definitely keep your app up to date! Feel free to reach out to our team if you need anything or if you have further feedback. You can reach us directly at [email protected]. Thank you! Hope that helps. Best regards, Veronica N. Kit and Ping Support
Sept. 11, 2020
I have to uninstall it and install it over and over again every time I want to open it to reply to a customer. Till I do all that, a customer is gone.
Hello Ploocy, thank you for your feedback! Our apologies for the issues having to install repeatedly. We have a fix now for the recent bugs in the app, please update to version 1.1.9 so you have the latest fixes. I'll get in touch soon to see how it's going and if you have any further feedback. Thanks for trying Shopify chat! Best regards Veronica N.
Feb. 6, 2025
Desktop version of Inbox is easy to use. I like that when messages can be sent via email if customer is no longer online.
*** GOOD NEWS! We have just launched Shopify Ping for desktop! Go to https://shopifyping.com and login with your Shopify credentials, then enjoy the ease of use of replying to your customers from a desktop or laptop. *** Hi a yellow giraffe! Thank you for your feedback! There are some features that were not added in this initial first version of Shopify Ping for Android that we intend to incorporate in future updates. Features that are integrated into the iOS version of Ping such as sharing product pages, draft orders, discount codes, setting availability hours as you mentioned, as well as working with Kit, will be added in the future as we build upon Ping for Android. :) If you have any other feedback, or any questions at all, please don't hesitate to reach out to us at [email protected]. Take care, Ellis from Ping and Kit Support.
Aug. 14, 2020
App does not open on my android phone, clients as asking questions and I am losing sales thanks to this very bad app. Much better pay for something else.
Hello Kyoui, thank you very much for letting us know you were having issues and please accept our apologies. We have fixed many of the recent bugs on the phone app for Android, if you wish to try again, we would love to have you back! Please re-install and if you have any questions, contact our team directly at [email protected]. *** GOOD NEWS! We have just launched Shopify Ping for desktop! Go to https://shopifyping.com and login with your Shopify credentials, then enjoy the ease of use of replying to your customers from a desktop or laptop. *** Best regards, Veronica N. Senior Support Specialist - Ping
Aug. 4, 2020
Shopify, please get rid of the "Leave a number and we'll text you back as soon as we're available (an email address works too)." It's constantly showing, even when the store owner is not 'away'. It signifies to the customer that we're unavailable when we are. Also, consider putting an end chat feature on the store owners end, automatic options and also button controlled. So the customer knows the chat's ended when it has. On the customers screen it seems like continuous messaging, but on the shop owners screen, its a different visitor and a whole new chat. Please look into these, your almost there.
Hi AVAGADA, Thank you so much for your feedback! Since Shopify Chat is a live chat feature, and we know our merchants are often busy and cannot get to visitor conversations immediately at all times, we wanted to provide a way for visitors to leave some information so that you, the merchant, can continue the conversation at your convenience and potentially capture that sale. However, you make a great point that it could potentially signify to the visitor that you're not available and is definitely something I will bring forward to the team. We're always looking for ways to build upon and improve our product, so this feedback is really appreciated. I'm going to reach out to you personally over email to get some more of your thoughts on what you'd like to see moving forward. Take care, Ellis from Ping and Kit Support.
July 30, 2020
Seemed like a good idea to download the app, runs smoothly on a desktop but cant send messages using an iPhone and cant minimise the chat to allow customers to continue shopping
Hi House of Flora, Thank you for your feedback! I'm going to reach out to you personally over email to see if we can troubleshoot the issue you were having with the chat not minimizing. Shopify Chat, when viewed on a mobile device, should have an option to be minimized. However, on some occasions we've seen other apps move Shopify Chat's button up slightly, pushing the minimize option off screen. Take care and talk soon, Ellis from Ping and Kit Support
July 24, 2020
Very poorly designed app. Missing alot of key features!! would suggest looking into another messaging app
Hi RealtorShop.ca Thank you for your feedback. I'm sorry to hear you didn't have a good experience with Shopify Chat. Our team is constantly adding new features and looking for ways to build on the app. I'm going to reach out to you personally over email to get your thoughts on what you'd like to see improved and I'll be sure to pass that along to our team. :) Take care, Ellis from Ping and Kit Support.
July 22, 2020
I like how ell thais app is integrated with the Shopify system. What I don't like is that the opening message for the customer is not customisable. The users don't have to put in any details of themselves which makes it difficult for the store staff to strike a personalised conversation. All customers have a name like shopper 123, which doesn't help.
Hi Capsul! Thank you for your feedback. We have recently added a feature to Shopify Chat that asks visitors to enter an email address or phone number in order for you, the merchant, to follow up with them should they need to go. Currently Shopify Chat can only recognize North American phone numbers, but if a visitor leaves an email address Shopify Chat will search through your 'Customers' section of Shopify to see if it matches an existing customer. If it does, Shopify Chat will update the conversation to show the buyer's name or email address. If it doesn't match an existing customer, Shopify Chat will create a new customer record for that visitor. You can also edit the automated away and available messages in Ping to ask visitors to leave information. I will reach out to you personally over email to go over how you can do that. :) Take Care, Ellis from Ping and Kit Support.
July 8, 2020
In general the app is not bad. Just the iPhone app to answer the support request forces you to install kit. If you don't want to use it you can not even skip it and it has loads of bugs so sometimes you're just not able to answer the chat messages because the iPhone app has problems (iPhone 11 Pro). I just deleted it.
Hi Necklesse, Thank you for your feedback! Kit is a free tool that is built into Shopify Ping to act as a virtual employee. Since Kit offers a range of free marketing tools such as email marketing, thank you emails, creating posts to Facebook, as well as the ability to create paid marketing campaigns on Instagram and Facebook, we wanted to get it in as many merchants hands as possible. However, there are ways to use Ping without using Kit. I'm going to reach out to you personally over email to continue this conversation. Take care, Ellis from Ping and Kit Support
July 6, 2020
This app really is badly made. Lots of 'American' phrases in the text that can't be edited (you should at least be able to edit the button text! but you can't). Very poor for a Shopify official app.
Hi Nice Things by Helena, I'm sorry to hear you're not having a good experience with Shopify Chat currently. Shopify Chat's button text will automatically translate to whatever language your Shopify theme is set to. I'm going to reach out to you via email personally to go over the steps on how to translate your theme should you so wish. Take care, Ellis from Ping and Kit Support.
June 16, 2020
For now 3 stars, because the app works (also with Android). We need options to customize the icon (for instance: size and exact position on the screen). It could be a great app in the near future. Thanks for the effort. :)
Hi Drone Class. Thank you for that feedback! We're always looking for ways to improve our product, so this is definitely something we'll be sure to pass along to the team. :) If you ever have anymore feedback, or questions, please feel free to reach out to us at [email protected].
June 10, 2020
Unfortunately had to disable the app because it's lacking a couple of standard features in comparison to other visitor chat apps. Also, as Ping for Android took a while, would have expected at the very least, it would have the same features as the IOS verison. For now it doesn't - one example, can't set availability hours.
Hi NNEYAH Cards & Gifts. Thank you for that feedback. There are some features that were not added in the initial first version of Shopify Ping for Android that we intend to incorporate in future updates. Features that are integrated into the iOS version of Ping such as sharing product pages, draft orders, discount codes, as well as working with Kit, will be added in the future as we build upon Ping for Android. Due to the rapidly changing e-commerce landscape we wanted to get what free tools we had available in the hands of our merchants as quickly as we could, which is why some features were omitted. If you have any questions or additional feedback as to what you’d like to see in Shopify Chat on Android moving forward, please feel free to reach out to our team directly at [email protected].
June 10, 2020
The app is ok but why do you you need full access to use the app? I wanted my assistant to manager the chat but i do not want to give her full access.
Hi Hair So Fab! Thank you for your review. At this time staff accounts require full permissions to use Ping and Shopify Chat due to the fact that the app provides the ability to share draft orders with custom discount codes and shipping rates. However, we plan to address those required permissions in the near future in order to allow you to grant access to limited permissions staff members. :) If you have any other questions at all, please don’t hesitate to reach out to our support team at [email protected], we’re happy to help!
June 3, 2020
Don't install it. You can't get it off your website, even after deleting it. Plus it comes with the Kit app which is a pain in the butt to get rid of as well.
Hi Michael Steddum, Thank you for your feedback. Shopify Ping can be removed from your store by either disabling the chat button from the Sales Channel directly in your Shopify Admin (found on the left hand navigation menu under ‘Sales Channels’) or by removing the Sales Channel entirely from the Settings > Sales Channel section of the Shopify Admin. If the button still appears on your store after trying either or both of those methods please contact our support team directly at [email protected] and we can work with you to get that sorted out. 😀
June 1, 2020
There are some things I like about this app, how it is integrated into the website, how you can make sales directly from it. At the same time, it is annoying that it is so barebones. Also, the constant (1) notification when my customers are on the site I find annoying. I have set limited hours of availability, but if they are online when I am not available, the app still acts like I am there until I respond. Then my automated "I am not here" message shows up. But... this is super annoying. It is misleading to our customers. I would love to make the chat unavailable entirely when we are not there.
Using app
About 1 month
Total reviews
1
Average rating
3.0
Hi KJ Urban Winery & Craft Brewing Supplies. Thank you for your feedback! At this time there is no way to hide the chat completely when outside of your available hours, however, we always appreciate hearing how we can improve upon our product. :) Our team has recently released a feature for Shopify Chat in which a buyer is now prompted to leave an email address along with their questions should they wait longer than a few minutes for a response. The Chat will search the buyer’s response for an email address, and if one is found Shopify Chat will then replace the visitor’s placeholder title of “1SC” with their email address in order for you to be able to follow up. :) If you have any other questions or feedback please don’t hesitate to reach out to our team directly at [email protected]!
May 11, 2020
Oh no... This has killed my SEO! Google has started crawling my pages with (1) - the notification from this app in the meta title. This looks so unprofessional on Google and has really affected my organic results. You need to fix this ASAP!!!
Hi Protein Package, Thank you for your feedback. Our developers were able to resolve the issue you were seeing, in which the (1) notification appeared before page titles in Google searches. However, Google's site crawlers can take a few weeks between rounds, so it may take some time before the page titles are indexed without the (1). You can speed this process up by asking Google to re-crawl your URLs - https://support.google.com/webmasters/answer/6065812?hl=en Or by resubmitting your sitemap - https://help.shopify.com/en/manual/promoting-marketing/seo/find-site-map If you have any further questions please don't hesitate to ask. You can reach us at [email protected]
May 10, 2020
You must be kidding me. I am surprised that Shopify business team have undermined Android users so heavily. You guys are a billion dollars business and could not afford to release Android version at the same time. Shocking.
Thank you for your feedback. We are happy to report that the Android version of Ping is coming very soon, so Android users can take advantage of Shopify Chat. You can sign up to be notified when it's available: https://www.shopify.com/ping. Just enter your email address and click "Join Waitlist".