Marsello: Loyalty, Email, SMS

Marsello while having some great features for our loyalty offering isn't without it's hiccups. It has taken over a week to sort out issues changing from Lightspeed/woocommerce/marsello to Lightspeed/shopify/marsello and while the front support are helpful it can be hours for a response and in our case with things going to the technical team, days for a answer. Still weighing up wether the cost per system (if you have a physical store and an online store you get charged for each system) is worth the cost..

Sales and premium onboarding team were great. I am struggling with the Lightspeed POS (R-Series) integration and support is consistently hard to reach and I am struggling to keep hope that we can resolve our issues. I will update this review if we can resolve this.

In some ways, Marsello is great, but I am regularly surprised by the absence of features that I would consider to be standard, especially given the hefty price tag that Marsello comes with. - There is no way to offer bonus loyalty points for the purchase of a specified product. Read that again. - The email campaign editor can't pull live data from Shopify. If you want to feature products in an email, you'll be spending a lot of time copy-pasting data from your Shopify store into Marsello. If you're coming from the native Shopify email tool, it'll feel like a significant downgrade. - Due to limitations in how Shopify performs discounts, something as simple as a reward that offers 100% off of a specified product is not possible. Instead, Marsello performs an order discount with a hard-coded value, which results in unexpected tax calculations and the need to revise discounts in Marsello whenever product prices change in Shopify. While this is largely a Shopify problem, Marsello has not kept up with the latest changes on Shopify's end, such as the option to combine discounts. Positives worth acknowledging: - Support is quick to respond to my requests (I am in GMT-3). - The default customer segments are useable and easy to understand. - Custom segmenting is intuitive. - Multi-site reporting is well-done.

Update 01/04/22: Marsello team was quick to respond and provided me my customers data as requested. They were considerate to offer me some generous offers on their plan so that I could have time to decide if Marsello is right for my store. I’ll update again and review the app itself once I’ve come to a decision to keep Marsello or not. _ Been using this app since the beginning, but my account was suddenly ‘paused’ because apparently the plan that I was on is no longer in existence. No notification, no reminder, no warning whatsoever. I’m left in the blue with no customer points information and was informed that I would need to reinstate the account to retrieve the information and the plan is way out of my budget. I’m now awaiting for their follow up to see if they could at least provide my customers points information.

We paid for the Upgraded Onboarding feature and Danielle was very helpful in getting us set up in a timely fashion. The merger went relatively smoothly compared to our previous experience with Loyalty Lion. The texting messaging characters should be increased. 116 characters barely give you enough breathing room to promote a deal and say thank you. I don't believe the click rate is working properly as we have sent 9,000+ texts and haven't had a single click-through. (Although I clicked on the text message myself) We have multiple Shopify Stores and each store has multiple locations. I wish there was a feature to put everything under one roof like we do with Shopify+. It doesn't make sense that we would need to pay for an app that we already have with a store once again. I do like the Feedback feature. It is nice to see honest feedback from our clients so we know where to improve. Overall, I rate Marsello a 3 star due to the SMS Character restrictions and not having a multi-store feature only a multi-location feature. I have used Fivestars (my favorite but didn't connect with Shopify), loyalty lion, SMS bump, and a few others. Marsello is still better than anything else I have come across.