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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.

If you really want to turn your business into a waking nightmare- integrate this app into your store. You’ll find that the only people who try to contact you via this are total sociopaths or just pranksters. You may even get the occasional stalker. It is completely and absolutely unnecessary unless you’ve designed a site so bad that it needs instant feedback from a debugger who can message you instantly which, again, pointless. Post your email address visibly on your page so that people can reach you that way. Otherwise you are only adding something that will irritate you and not lead to any kind of sale 9/10 times. Not worth it at all.

Ping is a game changer for being able to help our customers immediately and effectively! It’s wonderful to have a tool that makes that communication possible. There are two annoying things: 1) there is a constant “new/unread” message prompting you to begin advertising with Kit. Imagine an ad that never leaves your inbox—especially if you don’t require the services it’s offering. Annoying. 2) The other has probably been laid out a thousand times, but there’s no desktop application for Ping. So you can look forward to running all your online chats from your phone. Not really the way we like to spend our days! Nor is it very scalable — even with setting up shortcuts.