Helpful but needs work
It’s really convenient and helpful to have a messenger chat to talk with customers, but it needs some work! First off sometimes it won’t load the messages, I will get a notification and when I Open Ping that message thread doesn’t show up, and never loads later either. Second, would be VERY helpful if it was possible to edit/select multiple message threads at once to delete/hide them, swiping right and clicking “done” is very very slow and annoying to do. Third and worst flaw, you can’t see who is messaging you, it just says “shop visitor 001”, that’s understandable if it’s a new customer that’s never been on the site and never made a purchase/input customer info, but they really need to make it automatically identify customers who have an account or have placed an order before, so many people message about their order and You can’t see who it is unless they say their email/phone#/name themselves, it would be very helpful to be able to respond to answer a customers question right away instead of having to ask questions to identify them and their orders.. other than these few flaws the messenger is great and very helpful!
Great concept, poor execution
Ping is a great concept for small business owners to be able to provide live customer service via chat, but the app itself is clunky.
When you’re having a chat with a customer, in Ping it gets broken out to different chat records (8+), so you don’t have the whole chat thread in one chat record. How was it built this poorly to function like this?
Search is completely useless. So if you’ve chatted with a customer a few weeks ago, and you want to find that chat to look at the history, it’s impossible. All searches always come up empty.
The welcome and away messages are nice, but they appear EVERY TIME a customer sends a message in a thread. So on the rare occasion that the chat is contained in a single thread, the welcome and away messages should only show once, after the first customer message.
No desktop or web app? Luckily I use a keyboard with my iPad, otherwise I would have deleted it s a long time ago. Of course it’s nice to be able to respond to customers on your phone, if you’re away from your home office, but it shouldn’t be the only way to use if.
Shopify is a phenomenal platform with excellent customer service. This app feels like it was thrown together as an afterthought.
To the developers, when you archive messages, they reappear. There’s several glitches similar to this. The app does a great job allowing you to search your store for products and allowing it to have canned responses. I would like improvement to the AI functions where it doesn’t require an order number if you can look up the customers first and last name, or their email address, or their phone number. This would help when they are looking for a tracking Information, so a live agent does not have to get involved. It would also be great if you can add some other intuitive AI features that would suggest resolutions for the customer.
The customer chat feature leaves much to be desired. There is a lag between when a customer sends a message and when you receive it. Often times, the customer seems to have closed out of the chat even when I reply instantly. It would be great to know whether the customer read and received the message or if I am just typing into an abyss.
The Kit marketing feature is kind of lame. It doesn’t result in any sales for me and it is always suggesting to market products that “are popular this week” when they’re not actually popular products. It’s all counterproductive and I’ve spent a couple hundred dollars on advertising and have only lost money.
No Images in Chat
By George Dreemer
I love the app, it works great. Sometimes there is a slight delay with receiving messages from the customer, but it’s nothing drastic.
The only thing I hope to see is the ability to receive images from customers. One of the things we use the chat feature is for receiving discount codes. Customers need to be able to send in a screenshot as proof of giveaway completion. Unfortunately, we don’t receive images.
We hope this feature is added in the future.
A good start..
I’ve had my saved replies removed/deleted twice now.... why?
I would like the customer to fill out who they are and possibly see if they've ordered before, if they have abondoned cart, etc so you know who you are talking to. Right now it's just a generic ID being assigned to each person and I find that most conversations because of this are very unnecessary. When I fill in my info on a chat box it's because I need something or help. I find because it's so easy to enter anything, useless time is spent responding to people who don't respond back.
It’s pretty great!
It’s pretty great. I love the automated messages that are available, etc. since it’s only me responding. The only thing I’m having trouble with is that I noticed that if the same person reaches out twice, the second time they aren’t sent my hours and I just had an issue with that today. The first time they reached out was a month ago and this time they reached out at 4am and and obviously I was asleep, but the message about my hours didn’t send to them and they yelled at me.
I love the integrated features with Shopify like being able to seamlessly share product links, invoices and discount links...but the limitations with capturing the customer's information before starting the chat is annoying and actually counterproductive. If i dont know who i am speaking to or how to reach them if I missed their chat request then I have no way of following up with that potential customer. Very bad, and because of that reason alone I'm switching to the "Pure Chat" app until Shopify fixes these annoying limitations.
Great app but ideas for dev team to improve
Hey- first, this a great value to your SMB customers. Chat is working to drive more conversions for our store.
1. Ability to only get push notifications for customer chat, I get 1-2 notifications a day from Kit with no ability to turn them off.
2. Web interface, would be great if this was offered on web and not just mobile to improve productivity and response times.
3. Chat as revenue source is not yet in reporting and I think you should add it.
4. Offline hours should either have the chat disappear or give better chat bot prompts, such as hey we are offline, what is your name, what is your email and what is your question to figure out the issue.
Thanks for listening to the feedback.
It would be great if it had a feature where notifications don’t show up on the devices for messages sent outside of available hours. It could be optional. The point of available hours is not to be bothered outside of them.
Also, Facebook Messenger integration doesn’t work very well. I have tried several conversations and none of the messages I sent were actually delivered. I could receive messages from FBM, not send them.