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Quick and efficient way to answer customers
So far this app has been so convenient and has helped me complete sales. I wish there was a way for customers to send photos through the app though.MbuckNJ
Functional
I like that the app is free and has some built in features like automated FAQs and integrations with Apple / FB / Shopify Chat.
I don’t like that you’re only able to set an away message for your unavailable times and that the app doesn’t respect those times you set and notifies you “a customer needs a response or they may leave your store” when I’m trying to set some boundaries for work / life balance on my weekends.
Ideally I wish there was a way that you could set those availability times to disable the chat option on your site. I understand the thought process that it’s a potentially lost lead, but having a chat feature display when the chat isn’t actually available is a worse customer experience. I sometimes go through the hassle of enabling and disabling the chat manually, but more often just finding myself leaving it disabled.Show lessSomeknight
Game changer
I have been able to stay close to my customers now more than every bc of this app, I love how it has my products synced so I can recommend products just in case the one they where looking for is no longer available or anything that may come upMayele17
Very confusing
Have you folks done any webinars to explain how this works? I do t understand the integration with Apple chat. Don’t understand the automated messages. I change them and then what I wrote is not what customer sees. Don’t understand the automated prompts either like why does it prompt “what’s my order status?” I need help. Trying to make this work but might have to go back to pure chat...Show lessBethster513
Needs improvement
As the founder of the company and only Admin of the company Shopify store, Ping should allow the user of the company iPhone to chat with customers on it. Instead, it gives the message “You need permission to chat with customers” when a customer asks a question through Ping. There is no clear path for the Administrator to use to correct this. Not happy. This was not a problem prior to the recent Shopify Ping update. Fix this.Show lessT101xxx
Developer Response
Hello T101xxx, thanks for letting us know about the permission error you were receiving. You got caught up in our brief bug that is now fixed. Please update the app to 3.1.5 for that solution. Get in touch with our team if you need anything else. Thank you!Great app
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.Show lessA135.123
Developer Response
Hello and thank you for your review and feedback! We will check into the re-appearing archived messages, thank you for letting us know. The automated responses for order lookup really needs an order number, as it would be too easy to phish this information with emails, names or phone numbers alone. This is really a security feature as well as being able to provide accurate responses. We will definitely be adding more intuitive AI responses in the future though, so keep your app up to date. Thanks again for the feedback, it's really appreciated!Poor user experience
Limited images are available to be viewed. Why let customers upload images that I can’t view?! I can’t upload images to share with customers. Often, customers don’t receive my replies even when I reply immediately. Limited ability to organize conversations. Inability to assign a conversation to a customer rather than randomly generated id. Numerous other issues. Deleting app now. Nice in theory.Show lessZaggirl
Nitpicking
Why is the automatic message “leave a number and we’ll text you back” if it’s a messaging app? Please allow us to change that. The app is an amazing addition to my website but there is a message telling my customers to leave a number or email. I already have an email subscribing system and I’d rather not ask for their number if it’s not neededShow lessMakai from W/Love
Great idea but.....
This app is randomly intercepting messages from FB from other devices and then crashes every single time I try to access the messages! So they are lost in cyberspace and my customers think I am ignoring them. Not good!
UPDATE: This app is significantly improved since I posted this review and I am really enjoying the functionality. Thank you!!Show lessShikibuton
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!Show lessBrianDedmi94
