Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,038
chart
#334
All reviews
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Sept. 23, 2021
Doesn't allow you to delete the FAQ: "can I get an update on my order status". Since I couldn't delete it, I just turned it off. So not using the chat feature within the store. I would use it if they allowed us to delete that. I know many others have asked for that.
Hey, there. Thank you for taking the time to leave this review. We appreciate you providing us with his feedback and I can certainly see the potential benefit in your idea. I can certainly see the potential benefit in removing this status message. There is currently no way to remove this message, however, I would be happy to send your feedback up to our developers for future consideration. Thank's again!. -Marty, Shopify Support
Sept. 14, 2021
Really slow, as others have said, and notifications of customer messages only come sporadically. I can check the inbox and clean everything out, then five minutes later check again and there will be a message a customer supposedly left hours ago. What the ---? That creates terrible customer service. I also can't figure out how to link a product into the message, even though the app store description says it can be done "easily." Like so many other "great ideas" Shopify has had lately, it seems hastily put together with little beta testing by actual users before release. (Shopify email ring a bell?)
Thank you for writing your review and for sharing your candid feedback with us here, which is something we are grateful for as we seek to develop and improve the app over time. Your feedback regarding the delayed notifications has been logged with our team. In terms of linking products to the messages you're sending, you can do this by clicking on the product tag icon in the app: https://screenshot.click/05-13-39845-6940.png. Clicking on this will allow you to search for products in your store and link them to the message you're sending. If you're having difficulties doing this, or if it doesn't seem to be working properly for you, please contact our support team directly so they can offer their assistance and troubleshoot this issue in more detail: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Aug. 27, 2021
Hey there, Are we able to switch off app just on desktop? Desktop's appearance is not good enough like mobile and i wanna close the button in there.
Aug. 26, 2021
This is another app (like Shopify Email) that Shopify has released before it is very functional. There is a message to start the chat that you can't get rid of. My customers accidentally set it off and then give up and leave the app. Even the Shopify support person did the same thing.
Aug. 24, 2021
While visitors to my store seem to enjoy using this method of chatting the back end is a nightmare to use. You can't filter conversations easily, there is no bulk "Mark As Read" or "Assign to X Staff Member" option. I made the mistake of connecting it to Facebook messenger and now have hundreds of "Unread Messages" that were handled on Facebook's platform, and many times the messenger messages duplicate. This makes it impossible to find the Shopify Inbox customers. If the quality of the customers I'm getting on the Shopify chat(most are people just writing "PRODUCT NAME ???" in all caps with no context) doesn't improve I'm going to have to go back to just using Facebook's Messenger App.
Aug. 22, 2021
Can not change the language. Can not delete sections. Can not customize for convenience. Why lunch a product that is not ready!?
Aug. 14, 2021
It can't support guide visitors to leave emails, not phone numbers in North American. We can't adjust the setting.
July 29, 2021
Has anything improved with this App after it was renamed to Shopify Inbox? We installed it before but found the front-end widget on our site buggy. It was cut off, impossible for users to see the bottom of the chat window. [ UPDATE ] I am very interested in using this App as its advertised features look great. The backend looks great. The front-end... still a major issue of users not being able to see the bottom of the chat window. Until this is fixed how can this be usable?
June 9, 2021
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.
May 17, 2021
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.
Feb. 7, 2021
I really wanted to like this app. Integration with Apple Messages works well, it looks good and everything is centralised on Ping. Plus it’s free. However, just turning this app on instantly kills my pagespeed score! It’s loading webfonts, google captchas, jquery and a bunch of other stuff. Plus I have no control over it. There should be an option to manually insert chat onto the theme, so I could get some control on how it’s loaded. Or options to disable chat on mobile version (it’s where it’s most noticeable the performance hit). Or please do anything really about performance, I want to use this app and chat service but as it is it’s simple impossible.
Hello Arda Suppliers, thank you for your honest review and feedback. We understand how important page speed is for our Merchants and this feedback is valuable. I will be sharing it with the 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
Jan. 5, 2021
If you use iOS, this app is great! If not, move on. I was excited to use this app because it integrates so well with the rest of Shopify, however many of the features are only available if you are using the iOS app (availability hours, saved replies, link to products and discounts, etc). Desktop and Android only give you access to the basic chat without the ability to edit any of the settings or more advanced chat options. Hopefully they update the desktop interface to include the ability to manage settings and full chat options, because everything else about it looked really promising and easy to use. Installation was very easy, the only issue is that the chat button is enabled automatically before you've customized any settings. It's easy to disable so just be aware to do that if you are not ready to start customer chats right away.
Hello Socksmith, thank you for the honest feedback and detailed review! While we don't currently have all the features available across all platforms, our Developers are working on releasing iOS features across all Shopify Ping platforms (iOS, Android and Web) later this year. I hope that once all features are available on Android, you'll give Shopify Chat another try! Feel free to update your review once you give Shopify Chat another chance. If you have any other feedback or questions, please do get in touch with our team at [email protected]. Thanks again! Ruby C. Senior Support Specialist - Ping
Oct. 15, 2020
Good concept, too raw, more frequent updates are necessary. I encourage native apps for better integration, but this one is useless. We manage 2 stores in 1 app (android), I've to log in every time I open the app, I can't copy any message, to share with our members (sales, warehouse, etc.) I can't find where are the messages stored in the admin panel. I can't capture visitors contact details.
Hello Oxygen Powered, thanks so much for your honest feedback and review. All your points are great and some of them we are already working on to release in the future ;-) If you keep the app updated, these improvements will be heading your way. Our apologies for the current frustrations, and feedback from merchants like you are what help us to improve. Thank you again! If you have any issues or further questions, feel free to contact us directly, our email is [email protected]. Warmest regards, Veronica N. Ping Support
Oct. 9, 2020
I'm writing this review in hopes that shopify will read it and improve on the app! This app has actually helped us engage with many buyers, and close many sales. BUT...and this is a big but...it takes forever, and it's very hard to do so using an iphone. There's no desktop version, and that makes it very expensive to make these sales. What it has proven to us is that there is a need for chat in our store and customers love having that access. Our wishlist... a desktop version, an order lookup in the chat itself, and an immediate prompt / text box for customers to leave an email. At this point, customers are only prompted to leave an email after they've asked a question. Then, they're told "oops, we're not here, please leave your email" and often, they do not. They're so disappointed we've wasted their time by then that they click off. It's not a horrifying app. But, I'd call it "chat for beginners". Very beginners ;)
****Hello Susan, some new updates have been released, including 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. **** Thanks so much for your review and great feedback! We do indeed listen and I will take all your points directly to our product team, they are great ideas and may be implemented in the future. I will personally reach out to you when some of those features are launched, but in the meantime, keep your app updated for any latest features. All the best, Veronica N. Ping Support
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. 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
Aug. 31, 2020
I like how it ties together messages from different places - BUT the dealbreaker is there's no field for the customer to enter their email address. So if I don't respond IMMEDIATELY to a text, the customer browses off my site and there's no way to reach them again. Really strange execution for an app that's supposed to help customers get answers.
Hi PocoPet Ultralight Dog Carrier, Thank you for your feedback! Our team has recently added a feature into Shopify Chat that prompts all visitors to leave either an email address or a phone number in case you're not able to respond to them in time. Currently Shopify Chat will only recognize North American phone numbers, but if the buyer leaves an email address Shopify Chat will look through the 'Customers' section of your Shopify Admin for a match. If it matches the email address or phone number to an existing customer it will replace the buyer's placeholder title in Ping with their name, number or email address (depending on what's listed in the customer record in Shopify). If it can't match them to an existing customer it will create a new customer record in Shopify for them instead. :) If you have any other questions or feedback please don't hesitate to reach out to our team at [email protected] Take care, Ellis from Ping and Kit Support.
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 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.