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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.
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
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.
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].
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].
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!
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. 😀
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.
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]!
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]
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".
After having serious performance issues, I discovered that when a new visitor (new IP address) comes to my website the chat app sends notification. And the number of notifications is added to the meta title of the page, so when the Google crawling machines are indexing my website they are recognized as a new visitor (new IP address) and read the meta title with (1) in front, so my pages are indexed with (1) in front of the meta title. Please fix it!
Hello Micro•DOT Helmet Co, 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]
Overall this apps is great. And I will giving 5 star if this app allow send images through the chat
It's unfortunate that this can only be used on my phone... I have multiple support representatives that work at a desk... I want to have them on the computer typing their responses not staring at their phone the entire time.
I am moving back to Tidio Very disappointing since is a feature from Shopify. Conversations as not keep together, the system starts a new one after a short time and to get worst there is no customer name so I am don’t know if is a new conversation.
I use this app to respond to customer chat requests because it works with apple chat when valid. I think the functionality is pretty good. Chat works on all devices I have tested and I can respond to multiple at a time. My only complaint is that it has to be used with Ping to respond with customers. It gets very tedious using my iphone to respond to all requests. I would love some functionality to respond via computer at some point.
Did not work at all, won't let me download Ping because I'm using a desktop. Sick! Wasted my time. Go team!
i am not finding it usefull at the moment because I Use android an phone. I uninstalled it and i still have it on my store.Please help, i need it out.I would like to uninstall it permanently.
Update: 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".
Would like to use this app, so anyone can contact me via live chat, but probably going to have to go back to FB messenger. My biggest complaint is that the Ping app is working terribly. The last several times I've gotten messages, I go to respond and the app blacks out and shuts down. I can't enter a response without deleting and re-installing the app. By that time, the customer has already left. I really would like for there to be a way to respond to messages on my computer as well. I think it's really weird that the only way to respond to messages is through a buggy app on my iphone.
Hello NebraskaBison.com, Thanks for taking the time to write a review, we appreciate your feedback. We have released an update to Ping (v 1.7.3) that fixes the issue that was causing the app to occasionally crash when trying to respond to messages. If your app does not automatically update, please be sure to update to version 1.7.3 of Ping to resolve the crashing. Our apologies for any frustration this caused you.
The widget is not optimized for Safari browser. Almost on all iPhones and MacBooks using Safari browser the white chat widget is not centered. And when opening it in Safari browser MacBook, after refreshing the page, the widget never shows up.
Hello FixProvider - Thank you for your feedback and letting us know about the problems you were seeing in Safari. We have fixed the centering issue as well as the problem that prevented the widget from showing up after a page refresh. You should see those working properly now. All the best, Ellen
Must have iOS to work. Will update my review once Android support comes on. Very lame they did not launch without any Android support.
Update: 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".
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