QDM review for Yotpo Email Marketing & SMS
July 22, 2020
For a customer service based app, where is the customer service? Couple issues that have been recurring for me. (In my niche there tends to be a lot of abandoned carts, and they get recovered.) Problems: 1. I have had multiple instances where my customers have purchased and then they receive the first abandoned cart text. It also shows there has been a purchase amount. Put yourself in the customer's shoes... you just received an email confirmation for the order and also a text saying that you left your cart abandoned.... ? 2. Texts (my replies to my beloved) are not getting sent through, causing my customer service team extra work for something that is a basic function. Thankfully my customer service team is A+ and our customers are super understanding. Proposed solution: 1. Somehow do not send customers who have purchased these texts.. Merge profiles, take into order amount, do whatever it takes.. just please don't confuse the customers. 2. Reply on the chat. It's currently a non-holiday 7/22/2020 at 4:30 pm. Hopefully it's some sort of glitch (as I have to keep relaying to my customers) that can be fixed soon.
Hello there! Stoyan here from the SMSBump team. Thank you so much for taking the time to leave a review. We're sorry to hear you didn't have a more positive experience. I noticed that a support representative of ours has already contacted you in regards to resolve your issues. We look forward to your reply and hopefully, we will continue working together. EDIT (4th AUG): We've been in contact with the customer and hopefully now everything is working as expected. Waiting for feedback from the client. EDIT (17th AUG): The customer has contacted us with other questions and we've answered all of them. Looking forward for an update here from the customer.
