Shopify Inbox
Connect with shoppers and drive sales with chat
Rating
4.7
feedback
5,374
chart
#194
All reviews
Review RSS Feed
Dec. 10, 2020
The app doesn't work on my phone. it keeps signing me out and I miss messages. Not very useful if it doesnt work half the time.
Hello Good Vibes All Purpose Cleaner, thank you very much for your direct and honest review. Please accept our apologies for the troubles you have been encountering. I will be sending you a private email to help with troubleshooting the problems. Please keep an eye on your inbox and hopefully we can work together to solve this! Thank you! Best regards, Veronica N. Senior Support Specialist - Ping
Nov. 11, 2020
My biggest problem with this app is that you cannot turn it off after hours. You will have customers messaging you at all hours of the night. Only a small percentage of chat customers convert. Due to the high volume of messages I have been receiving 24 hours a day, I decided to remove the chat from my website. However, when I removed the app properly, the Chat icon did not disappear from the front of my website. I contacted Shopify (because it is their app) and they tried to pawn me off on my Theme developers. Now I have customers trying to use a chat that does not work, resulting in ugly emails. Follow up 11/11/20: This Chat icon is still on my site. Shopify support keeps telling me they removed it, but the icon is still there (only it does not work). We have cleared our cache repeatedly from several different computers, and icon is present. This is the worst customer service.
Hello Willow Lane Hat Co., thank you very much for your honest feedback and review. Sorry you did not have a great experience with Shopify support. I see your issue was escalated to our technical support team and it looks like they have successfully removed the icon. Thank you for your patience while they looked into the reason it did not remove automatically. Your feedback is very helpful and we will be integrating more options soon, that will address exactly what you are referring to. Thank you for trying the app! Best regards, Veronica N. Senior Support Specialist - Ping
Oct. 22, 2020
Super simple app that gets the job of live communication done. However it does not offer any scheduling options so you need to be available 24/7 and it has an non remove-able message about leaving your phone number for a text message reply. I don't want customers having my personal cell number so un-installing this app.
Hello Five and Diamond, thank you for your review and feedback! I can address these concerns for you, as they are understandable. The ability to set hours is available only on IOS at this time, but is coming for Android soon. I agree, it's not easy being available 24/7! Your personal cell phone number will not be shown. If the buyer leaves a phone number, you can reply directly from within Shopify Ping. The buyer will be sent a text message to the number they left from a randomized phone number that Shopify Chat provides - not your own cell phone number. The buyer can stop receiving messages by texting "stop" or by deleting the conversation. We would love to see you re-installing the app if this information helps. Just keep it updated and you can benefit from scheduling hours when that feature is released. Feel free to contact us if you have further questions. Our email is [email protected]. Thanks again and hope to see you back! Warm regards, Veronica N. 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.
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
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 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 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. 😀
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 7, 2020
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]
Jan. 29, 2020
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.
Dec. 6, 2019
Did not work at all, won't let me download Ping because I'm using a desktop. Sick! Wasted my time. Go team!
Oct. 15, 2019
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.
Aug. 30, 2019
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".
Aug. 28, 2019
We have a loyalty points button on our site. I can move it to the left-hand side so that it doesn't sit on top but on mobile the point button sits on top and blocks the text input field. Need some better option for positioning. or create documentation on how to fix issues like this
Aug. 22, 2019
I have a rewards app that runs on my site and its icon is in the lower right of my screen. The icon for this is also on the lower right so it is covered up by my rewards icon. I cant see anywhere to adjust the location of the chat icon so i guess this app will be useless to me.
Aug. 20, 2019
Can't figure out how to use this on desktop, how to manage conversations and where to chat. It seems to be ios exclusive. If they fix it so we can manage on desktop with multiple staff accounts it would be good.
Hello Hang and Display - In order to view and reply to messages, you will need to install Shopify Ping from the Apple App Store (currently iOS only). Visitors from any device can message you, but you need an iOS device to manage those messages. You can have multiple staff members use Ping to reply to messages, and tapping on a message in the conversation will reveal which staff member sent the message and when. Thanks for letting us know that you'd like to be able to manage messages on desktop, I will take that feedback back to the team. All the best, Ellen
Aug. 20, 2019
I'm disappointed that I can't change the initial message, I run my shop on my own and my customers know this so using the word "we" sounds dodgey. It's a bit slow as well and and offline message option would be good. Sorry but can't use it the way it is, will do more damage than good. Hopefully Shopify takes on board everyones comments here and makes some changes.
Hi Silken Twine, Thanks so much for your feedback, and rest assured that the team is paying close attention to these feature requests and frustrations about the current limitations. We will be working on allowing customization of the greeting message and on providing an offline message option. Thanks for your patience in the meantime! Best, Ellen
Aug. 20, 2019
At the moment this app is just not worth using. 1.) You cannot customise the chat bubble. (So you can say 'Need help - Click here' for example.) 2.) It seems to be very delayed. A customer asks a question, the ping app takes a few seconds, then when you reply it doesn't instantly go back to the customer. 3.) No Desktop support - Whilst you can use Ping App on iPhone it would be better for our staff if they can reply within a browser. It would be much faster as they are already working within a browser. 4.) No sound notifications 5.) No offline messages available, so expect annoyed customers around the world, when you wake up in the morning.
Hello Editors Keys, This is all great feedback, and rest assured that the team is paying close attention to these feature requests and frustrations about the current limitations. Many of these features are already on our roadmap. Thanks for your patience while we work to release the next version of Shopify Chat. Best, Ellen