Lucky Orange Heatmaps & Replay

Thank you for your feedback! We’d love to hear more about your experience, especially since you only had the app installed for less than a day before leaving your review. We’re open to your feedback and would be happy to offer you one-on-one walk through with a support specialist of how you can find value in Lucky Orange. Our team is available by email, chat or phone so please connect with us whichever way is best for you so we can make your experience an even better one. Please chat in or email us at [email protected] with details about any issues you may be facing. You can also reply to the emails we have sent you over the past week. We look forward to hearing from you and helping resolve this as soon as possible. Regards - Will from Lucky Orange

Thank you for your feedback! We are sorry to see you are having a 3 star experience with LO and would love to connect to help turn your 3 star experience into a better one. Our team is available by email, chat or phone. You can email us at [email protected] with details about any issues you may be facing or chat in to our support from our site. This will help us get to the bottom of things and provide a better experience for you. We look forward to hearing from you and helping resolve this as soon as possible. Regards - Bradley from Lucky Orange

We appreciate you taking the time to share your feedback and sincerely regret the inconvenience caused by the unexpected charge. We have initiated a full refund for the most recent charge, which is currently being processed by Shopify. Please be aware that Shopify manages the refund timeline, which can take up to 30 days. For any updates on the refund status, you may find it helpful to contact Shopify directly. Best Regards - Bradley, Director of Client Services at Lucky Orange

While we’re thrilled you’ve enjoyed watching session replays, let’s figure out what’s going on with your heatmaps. Unfortunately, we’ve been unable to locate any previous communication from you, so we appreciate you bringing this to our attention. Please respond to my last email at your earliest convenience so we can connect and resolve your issue. Our app is optimized for both Mac and PC devices, and I’m eager to investigate what might be preventing your heatmaps from displaying. Some browsers and browser extensions can interfere with heatmaps, such as an ad blocker. We would be more than happy to dive into your case to see if this is what’s blocking your heatmaps. I look forward to hearing from you soon and will be watching my inbox for your reply. Best regards - Jordan from Lucky Orange

Thank you for your feedback. In researching your experience, we identified that your slow load experience was limited to filtering recordings in the Visitors section. If you have a larger number of session recordings or a longer date range such as 60 days, filtering can take up to 10-15 seconds, which may initially appear to be slow. Regarding the cart value, this is a known issue on Shopify’s end that we have previously reported to their team. This issue prevents visitors using an iPhone from showing a cart value, and we will provide an update when one is available from Shopify. Regarding your comment on pricing, we would be happy to talk to you and find a plan that meets your needs. To get the conversation started, simply reply to my last email. I look forward to hearing from you soon! Best Regards - Kelsey from Lucky Orange

We appreciate your feedback. Shopify made changes in 2023 to how it tracks checkout that requires Lucky Orange users to uninstall and reinstall our app to gain access to these new features. The good news is you’ll have even more ways to track visitors through checkout once you do this. I would be more than happy to work with you to make sure you retain your previous plan after the uninstall and reinstall process. Our app is optimized for viewing recordings on desktop, and I'd be happy to show you some ways to get the most out of session recordings when we connect. Please reply to my last email to schedule a call or use this link to find a time that suits you: https://calendly.com/jdodd-6/15min. I look forward to connecting with you soon! Best Regards - Jordan from Lucky Orange

Thanks for your feedback. We’re glad that you’ve been able to see what people are doing on your website, and we’d like to offer you a personalized walk-through tour of our app with one of our experts. This complimentary 15-minute tour will take you through our 20+ features and demonstrate how to maximize the benefits of Lucky Orange. I’ll make sure to address your recording issues and highlight where you can find the source of your traffic. We strive to make visitor behavior easy to access and understand through features such as optimizable segments. These are pre-loaded and ready for you to identify segments of visitors including frustrated or confused visitors. We know your schedule is busy, so we have made it convenient for you to choose a time that works best for you. Please respond to my previous email to schedule your tour or use this link: https://calendly.com/esmith1214/15min. I look forward to hearing from you soon, and I’ll watch my inbox for your email. Best Regards - Emilia from Lucky Orange

Thank you for your feedback, and we're thrilled that you found Lucky Orange helpful in inspiring your next conversion optimization strategies. We appreciate the budget constraints that can come with running a small business, which is why we offer a plan specifically tailored for Shopify users who are just starting out with their online store and looking to grow their traffic and customer base. We also offer a free plan that helps you get valuable visitor behavior insights at no cost. I would be delighted to walk you through our latest features, including multiple question surveys, optimizable segments, and more. Please reply to my email to start the conversation and set up a time to connect. I look forward to hearing from you soon. Best Regards - Kelsey from Lucky Orange

As a full suite of conversion rate optimization tools that scale with you in pricing as your business grows, Lucky Orange focuses on optimizing our pricing to strike a balance of affordability for our customers and providing high-quality support while innovating and adding new features to our product. We’d be happy to walk you through 20+ tools that are included in the price of your plan, plus discuss your search and heatmap issues. Please email us at [email protected] or respond to the email we sent you so we can connect and start having these conversations right away! Best regards - Bradley from Lucky Orange

Thank you for your feedback. We haven’t heard of this being a widespread issue for customers and we definitely want to work with you to figure out what’s happening. I checked to see if you contacted us for help when you experienced this issue, but I couldn’t find any email, call or chat from you. I sent an email to you shortly after this review was posted, so please respond to that email at your earliest convenience. We should be an easy fix once we receive your email. I look forward to hearing from you soon and working with you to get to the bottom of this. Cheers - Bradley from Lucky Orange

Oh no! That’s not the experience we want you or any of our customers to have and would like to get in touch to make things right. Please accept our apologies for these issues! Unfortunately, we’ve been unable to get in touch with you via phone or email. At your earliest convenience, please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing [email protected]. Again, we are sorry for this inconvenience and hope you’ll give Lucky Orange a second chance. We look forward to connecting soon. Cheers - Bradley from Lucky Orange

Hey HEALTHandMED. Thank you for taking the time to leave this feedback. We absolutely understand your frustration and the importance of tracking the full user journey. At this time, Shopify currently limits the ability to place tracking code on checkout pages to only their customers who are on Shopify Plus. As a result, we are currently unable to track the checkout pages. We would encourage you to speak with your Shopify rep about this need and we would be happy to discuss this in further detail with them (if upgrading to Shopify Plus is not an option for you at this time). Please email us directly at [email protected] if you need any additional information, and thanks again for the great feedback!