Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,221
chart
#312
All reviews
Review RSS Feed
Sept. 3, 2022
Update: I am now re-using this app now that it has customer information, Notifications are working, It has a way to go before a 5 star app. Needs "Peek" see what customers are typing as they type. Big time saver. Also would like the ability to send a copy to my help desk when I need to. I tried this on SkinCareBySuzie.com, First the Pros: Love product cards the ability for the customer to add to cart or buy directly from the chat is another sales channel, (sorely lacking from other chat apps) The ability to give a discount coupon and the customer can just click on it and have it applied is a great feature. Mobile app works well. Now the CONS: WHERE is the customers order information? This does not have the customers order information integrated in the the inbox. In my opinion the is a must if you want to have efficient customer service. Many other chat apps have this, And this is Shopify so it surprised me that it was lacking it. Desktop notifications stopped working a few minutes after install. These 2 reasons were a deal breaker, Wish list: needs live visitor monitoring where you can see all visitor and who they are if they are logged in and what they have in their carts.
We really appreciate you taking the time to break down what you like and don't like about Shopify Inbox, and I will be passing on the suggestions you've made on how the app can be improved. Thank you for writing your review and I hope the app continues to be of use to you and your business moving forward. -Victor, Shopify Support
Feb. 16, 2022
The Shopify Chat app has helped with conversions. We've generally found email inquiries are down and Chat numbers are up. Customers like the immediacy of it and we like the standard reply options. We'll see if we can keep up in the busy season. I wish it had an option to search previous conversations. if a customer starts a new chat, there is no way to find their earlier chat except for going back through all of the previous chats for the whole store. If a search option was added I'd give it 5 stars.
Hey there, DR Mower Parts. Thanks so much for taking the time to leave a review for us. We're so glad to hear about the value that Inbox has added to your customer service workflow. Your suggestion regarding there being a search function to locate older messages is fantastic. I will be bringing this feedback to our product development team, so they can see that the desire for this feature is alive and well. Thanks again for your review! -Imogen, Shopify Support
Feb. 16, 2022
Excited to learn more about this feature and to see how it works. It is important to have quick and complete conversations.
Feb. 15, 2022
This app is really great. My only real complaint is that customers cannot upload photos. This would be helpful for our business if this feature was added.
Hi, there! Thanks for taking the time to leave us a review. Your photo upload suggestion is certainly a great idea of a feature, so I'll be sure to pass that along to our development team for their consideration. Images can be helpful when it comes to supporting folks, and getting context around issues, so I understand the desire for this entirely. Thanks for the suggestion! -Imogen, Shopify Support
Feb. 14, 2022
I am using this app to talk to customers/shoppers who visit my store. Generally I like it. Would be nice to be able to set the app to pop up on my PC screen whenever someone sends a message. Most of the time, I do not see the messages immediately. Also, a bit of a tutorial on setting it up, etc. would be very helpful going forward. Bottom line, you're on the right track here - I like this app a lot! Kudos!
Thanks for taking the time to leave us a reply, Electricbyke! We're happy to hear that Inbox has been bringing value to your business! You have some great suggestions here, and we always appreciate feedback. I'm going to pass these suggestions along to our product development team so they can look into adding them down the line. In terms of a tutorial, we do have our help document that goes over set up steps (https://bit.ly/3sdVbaF), but we recognize that additional resources may be helpful for some. Thanks again for your review! - Imogen, Shopify Support
Feb. 14, 2022
I do like this app as it's easier for customers to contact you instantly without waiting. However we've had a couple of occasions where people have used obscene language and there's no way to block them.
I'm glad to see that you've found customers have been able to contact you directly through the Shopify Inbox app but am sorry to hear that some have used this feature to send rude and obscene messages to you. Shopify's support team is able to place a 7-day block on specific users from contacting you through Inbox, so if you'd like to make use of this please contact us directly so this can be done for you: https://bit.ly/2AWw5VA. -Victor, Shopify Support
Feb. 14, 2022
Fatta bene, da molte possibilità nella chat, come i messaggi automatici, le risposte rapide, condivisione dei prodotti e degli sconti. Adoro il fatto di avere l'app dedicata per il mobile e le integrazioni con messanger, apple chat, facebook..! Unica pecca, ha dei ritardi nella ricezione dei messaggi, a volte di 3-4 minuti che fanno perdere il cliente. Inoltre sarebbe bello se, quando il cliente apre la chat, potesse inserire il numero di cellulare in alternativa all'email. Ma so che shopify è in continua evoluzione ed anche questa app è stata ottimizzata ed aggiornata molte volte negli ultimi mesi, quindi miglioreranno anche questo ;)
Feb. 11, 2022
Only thing i wish you could do is archive the messages or have something to clear them after you have replied
Hey, there! Thanks so much for this feedback. While archiving messages is not currently available on the desktop version of the app, you can actually do this using the mobile version. You can find out more information on how to do this here: https://bit.ly/3HZv7po under "manage conversation status". Hope that helps! - Brie, Shopify Support
Feb. 11, 2022
De momento cumple las expectativas básicas y eso está bien. Nos gustaría que en el futuro incluyan el manejo de horarios, de forma tal que tras establecer un horario laboral se pueda enviar un mensaje de ausencia (tienen algo similar implementado, pero no se maneja con horarios). Deberían eliminar o al menos dar la opción de poder desactivarlo/activarlo a demanda, la parte de que el chat registre en la web de forma automática al prospecto que conversa por primera vez dando su nombre, apellido y correo. Eso termina creando conflictos porque el cliente no sabe que se ha registrado y cuando ya lo intenta, no sabe su contraseña ni ha recibido un correo de invitación.
Feb. 23, 2022
Need on Desktop: Ability to search chats (a must) Relabel chat headings (this was there before but can't find it now?). Super handy to be able to add a customer name or note there. Save images with an extension, have to rename them every time right now to open them. Bulk manage chats (archive etc) Expire old chats after xxx days Also need to be able to sent the chat to the customer in Email afterwards like Shopify support does. Thanks
Thank you for writing your review and for providing us with some suggestions here. I can see why all of the changes you've suggested would be helpful and I'll be sure to pass these on to our app development team. -Victor, Shopify Support
Feb. 11, 2022
We previously used Tidio as a live chat feature on our website however, learning Shopify offered a live chat addition without an extra fee we though we'd give it a go. Features-wise it offers us nearly everything we previously used with Tidio however, the feature I miss most is the search function. Messages from customers are still held within the system after the customer is no longer active however, should you need to contact that customer regarding something you have to scroll through (in our case) hundred of messages to locate that same customer. As time goes on and more messages are received this only becomes worse however, its really not the end of the world. The positives far out-weight the negatives in this case!
Hey, there! Thanks so much for taking the time to leave a review for Shopify Inbox! Any feedback for Inbox is always appreciated. It's great to hear that the app has been fitting the bill for most of your needs! Your request for a 'search' function is a great idea, and actually something people have brought to us before. I'm going to pass along this feedback to our Development Team so they can look into building this functionality in the future. A temporary solution to consider is using the Crtl+f function on your page with your conversations, as it may be able to help you find those older conversations quickly. Let us know if you have any additional feedback for us! -Imogen, Shopify Support
Feb. 11, 2022
Search function is desperately needed for looking back old conversation. or letting us to rename the conversation will be great.
This is a great suggestion and I can see why being able to search, rename, and filter conversations would make Shopify Inbox easier to use. Thank you for sharing your feedback with us here and I'll be sure to pass your comments onto our development team for them to review. -Victor, Shopify Support
Feb. 11, 2022
Guter Anlaufpunkt für Kunden :) Kommen viele Anfragen darüber rein. Noch besser wäre es wenn man noch mehr automatische Nachrichten nutzen könnte.
Jan. 18, 2022
I like the application. Very intuitive and the ability to reply quickly from the mobile app is great. I wish it was possible to show the staff avatar in Shopify Inbox on the front end. Right now, when a staff is answering, only the message is showing, not his name, neither his avatar.
I'm glad to hear that you've found the app intuitive to use and helpful for your business! I'll be sure to pass on your comments regarding the staff avatars to our app development team as I can see why making the changes you've suggested would be helpful. Thank you for getting in touch. -Victor, Shopify Support
Oct. 21, 2021
We are currently in testing mode with this app and most of the features appear to function well and it will be very useful. However, a couple of issues that we've run into is that it doesn't appear that the customer is able to clear their chat history easily. New chat messages seem to be stacked endlessly on previous messages. Also, notifications seem to be hit or miss.
Hi there. Thank you for providing us with this great review and feedback. While you can't delete the messages in Shopify Inbox, you can archive them. Feel free to take a closer look into how you can do this by viewing our Shopify Inbox guide here https://bit.ly/3pxio6L. In regards to your notifications error, this could be caused by a couple of factors. You may want to try re-installing Shopify inbox to see if you are still getting those issues, it could also be an issue with receiving emails from your email provider or Internet service provider. I recommended trying to re-install Shopify inbox, and if you are still noticing these issues, reach out to one of our live support advisors via our help center https://bit.ly/2AWw5VA so we can take a closer look with you. Thanks again! -Marty, Shopify Support.
May 3, 2021
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
March 3, 2021
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
Feb. 19, 2021
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
Feb. 14, 2021
Its a beloved feature for our customers. If only the app would support notification for multiple stores - that is so important for us and I guess many other multiple store owners.
Hi ZARKOPERFUME, thank you for review and feedback! I'm so pleased you are using the app to establish connections with your customers. We have received similar feedback that merchants would like to use Shopify Ping on multiple stores. Although this is not a feature that is currently available (our developers are looking into this), I do have a work around. If you have two devices - like an Ipad and Iphone - you can use each device to log into separate stores. Hoping this leads to increased conversations and conversions. All the best, Ruby C. Senior Support Specialist - Ping
Feb. 1, 2021
I would give it 5 stars but for the fact, if a person leaves an email you cant copy and paste it into the email from the top of the app. If a person types their email into the conversation then pressing this does in fact open the email app so you can email. It's a little annoying.
Hi BWS LTD, thank you for submitting a review and feedback! It's the details that matter, right? Having the option to copy the email from the customer information capture form is a great suggestion. I will be sending your feedback to Shopify Chat 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