Moose: AI Chatbot & Live Chat
MooseDesk - Support Helpdesk
Rating
5.0
feedback
429
chart
#254
All reviews
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June 30, 2025
While the customer service is instantaneous and therefore helpful, this is not an app available for download in the App store, and it does not open the way they have set it up on/for/with my iPhone. The ONLY way to have any idea there is a live message in need of a customer service response is to check your email every few minutes. When you check your email, and see that someone tried to use the live chat on the website, then you have to click on a link from the email to open the Moosedesk app on your Shopify store and click a couple things to get to interact with the customer who sent the message (if they are even online on your store at that time). This is not useful as live chat since there is already a form to send an email that customers expect to take longer than instant live chat, which should be instantaneous. I did not receive any notifications in any way with my test attempts at using the chat between 3 different devices and trying half a dozen times to get the Moosedesk QR code "app" (that is a web page I never got to see), so I had to find another live chat solution after testing and trying repeatedly for 48 hours and not having any luck with any of the Moosedesk options. I need one that works with my phone sending me instant messages somehow (any app that notifies me immediately is ok with me), so my store can interact immediately with customers. Pros: Their customer service with Moosedesk customers is instant and helpful. They have tried to create a great service that is free and they seem to be close to greatness with it. The theme parts of set up were super easy. The FAQs page and some other page went into my Shopify theme instantly, and they were easy to update with my policies and links. Cons: They do not have an app and their QR code web page "app" does not work on my iPhone. Emailing the store is not live chatting and is bad for the store's customer service. This was a dealbreaker for me.
Hi Kristen Pflibsen, Thank you for your thoughtful review, and we’re truly sorry for the inconvenience you experienced. As a team that builds with heart, we genuinely value every piece of feedback,like yours means a great deal to us, and it plays a crucial role in helping us improve. We'd like to clarify a few things that may give more context to your experience: 1. Type of App: MooseDesk is currently built as a Progressive Web App (PWA), which installs via QR code rather than through the App Store. This approach allows for faster updates and flexibility, though we understand it may not feel as seamless. The good news is that a native app is on our roadmap - and your feedback is what keeps it moving forward. 2. Type of Notifications: MooseDesk supports two types of notifications: email notifications and push notifications. Push notifications are intended to provide real-time alerts when a customer message is received, allowing you to respond instantly, just like true live chat. Here’s a quick visual reference: https://prnt.sc/OcZIdTqm1wXq From your feedback, it seems that while email alerts reached you, the push notifications may not have been triggered or displayed correctly on your devices. We'd be grateful for the opportunity to investigate this further with you. Since push behavior can vary depending on device type and settings, we may be able to help resolve the issue quickly with just a few checks. If you're open to it, we’d truly appreciate the chance to assist. If there’s anything at all we can do to assist, we’re always here and happy to help. Nothing matters more to us than your satisfaction. Warm regards, MooseDesk Team.