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I love that this allows me to work from my phone so easily to manage support chats.
I really wish that we would be allowed to have quick replies with more than 350 characters. I have a lot of support questions that could use much longer responses that are pre-filled, but i have to go to my customer support system & copy the responses to bring over, which takes some time.
I also wish that we could see which instant answers caused sales to happen, so we had a better grasp on which instant answers to keep and what to else to test!
It's a respectable chat app. Easy to setup, and the notifications are timely. On occasion we have challenges launching the phone app on Android, but 90% of the time it's perfect.
We have several people who do use the chat. It would be great if you could "claim" a chat, or see if another person in your organization is typing. This would prevent the times when two or three people all answer at the same time.
The app is not too bad. But it would be great if the customer could enter their mobile number as well so we gould text back as a backup. Is this possible?
Think the inbox is great, keeps everything organised and notifications come through to website/email easily.
I have found setting up laptop notifications a little more tricky.
Easy peasy. Works well for chat. Would be an absolute killer app if it could accept and manage inbound emails rather than just through the widget.
It's great being able to add this to our customer service game without having to add another subscription to our operations. Other apps may offer more (I wouldn't know) but this is a great option to have without investing time, money and effort into getting chat going.
This app is Great! I can track down issues customers are having and stay in touch with them through the process. I do wish that you could program in auto responses. To be able to remind people to request a refund using the Refund link In their Order, rather than having to type it out every time when they aren't seeing that option as the correct way to do it rather than asking in an inbox message.
Thank you for your review! I think our Instant Answers or Quick Replies features could be useful for your problem.
You can create Instant Answers in Inbox settings at admin.shopify.com. These will come up as buttons when the customer clicks on the chat widget and they can click on it to get an instant pre-written response from you automatically.
If you are looking to be able to use pre-written responses during conversations, you can create Quick Replies in your settings at inbox.shopify.com. These allow you to set shortcuts for common responses you type out that you can then access by clicking on the lightning bolt below where you type messages. Hope this helps.
- Shopify Inbox team
We like the opportunities that this app provides, but it should allow us to reach out to our visitors. It would be more proactive if we can be assistive, rather than wait for someone to reach out to us. People often don't ask questions. Also could benefit to vet and stop spam. We get a lot of unwanted sales pitches.
Incredibly user-friendly and the AI-generated responses are surprisingly good after a week or two of learning!
Would be great if we could start email conversations here from an order page. This would help centralize all communications in one place instead of going to our email client and sometimes having clients sending messages to chat and email.
Other than that it's extremely simple and works well!