Amazing App
Can’t open APP
Response from developer
Oh no! That completely sucks. Sorry that this happened. If you want to write to support@ultramessenger.com - we'd be happy to try and walk through this with you and resolve it. Unfortunately, we haven't detected anything in our systems that indicate the app not being able to open, so this might be a very specific case.
Pretty cool
Response from developer
Hi Andy, Thanks for taking the time to share your feedback! Passing this along to the customer support team, they'll be ecstatic to hear!
Great concept!!
Response from developer
Thank you so much! Really glad you're find the app easy to use, that's a top priority for us!
Such a cool idea
Response from developer
Thanks for sharing this! Very glad to hear you're finding convenient uses on the app, we live for that!
Quick and easy!
Response from developer
We are so pleased to hear this! Thank you for taking the time to share it with us.
Must have tool for individual consultants!
Response from developer
Thank you for taking the time to leave this encouraging feedback! Shared it with our team and it made their day :). We look forward to seeing your continued success with Ultra Messenger.
Great idea!
THERE'S POTENTIAL
1. Glitches in message credits. Approximately 20% of the messages that my customers send to me come in as free messages and they are not charged according to my rates. That means I have to eat it. I will not get paid for those.
2. Total lack of customer service. I have sent numerous messages to their customer support email address detailing the message glitch as well as sending screenshots. Crickets.
3. Payment in a timely manner. Their app claims that they pay out once a month. I downloaded and started using their app in mid April and have a substantial amount of money waiting to be paid out to me. There is now a notification telling me that my estimated payout date is June 28! That's 2 1/2 months after I started using this app. Unacceptable!
For these reasons, I am going to put the brakes on using this app until the developers get their act together. I was a beta tester for another similar app/website in 2017. They also had a few glitches in the beginning but they were very attentive and receptive to my suggestions. In a very short period of time they fixed the problems and made improvements. It now is making millions of dollars a month and the tens of thousands of users are also happy. This app definitely has the potential to do the same.
The most important advice I can give to the developers is: COMMUNICATE! Don't avoid your emails. Send out notice to your subscribers when something isn't going as planned. People are far more patient and understanding when they're kept in the loop.
I'll try another email but then I'm done.
Response from developer
Just to circle back on this from a version 2.4.4 perspective. It's almost October now. May seems so long ago now, back then we were very new to this thing and hadn't been given religion on the importance of engaging with reviews (or asking for them) so we addressed this via email. These were and are all very fair critiques and we've discussed them often over the past few months. Our communication was weak, payouts were unclear and too slow, and we had a maddening bug that was leading to some text messages now being charged (completely at random). Beyond that, the overall app experience was just on the whole not good. Here's what we've done about it. 1. We've upgraded the DNS settings on our domain to ensure our emails don't hit spam (which was the case here on the missed emails / poor communication). We also have Zendesk set up now and actual customer experience processes and staff in place. Try us out at support@ultramessenger.com 2. We've resolved all of these bugs in the app. --- Regarding the charging messages bug. We overpaid all of the users who had uncharged messages by way of apology. The total impact of the bug was about $30 in missed charges across the platform. Still any bug related to the core function of our app is unacceptable and we spoke to every user individually to try to make it right. 3. Payments. The issues related to displaying clearly the timing of payments is fixed. But there's more work to do around this to allow us to not be tied to the monthly payment cycle of app stores and move things towards a more rapidly available payment system (ultimately, we'd like people's earnings to be available to withdraw in as close to real-time as possible). For now, we are still on a one-month cycle. Most importantly, we've expanded our core team. We now have a full-time CTO, formerly an engineering lead at Gojek indonesia. We also have a full-time Product Manager, formerly at Facebook and Robinhood. And we've hired additional engineers to speed up the velocity with which we can detect/fix existing problems, deliver new features, and generally build a robust, exciting application. All the while, this 1 star review has acted as a proverbial pebble in our shoe, continuously reminding us that we need to operate at a high level across every department, delivering an exceptional experience both in-app and across the company that exceeds and delights the expectations of our partners. I do feel we're on the path to doing that, and our momentum is strong. So a very belated thank you is due for the detailed feedback that helped us identify these issues and remedy them. THANK YOU!
