Looking for a Shopify Inbox replacement after the recent update. What are you using?
The recent Shopify Inbox update was the last straw for me. For anyone who hasn’t seen it yet, Shopify now encourages (or requires, depending on your settings) customers to sign in with Shop before they can chat. In my experience, that’s added enough friction…
The recent Shopify Inbox update was the last straw for me. For anyone who hasn’t seen it yet, Shopify now encourages (or requires, depending on your settings) customers to sign in with Shop before they can chat. In my experience, that’s added enough friction that our chat volume has noticeably dropped. If I were shopping on a website and had to create an account and go through 2FA just to ask a quick question, I’d leave and go to the next store. On top of that, unless the customer signs in, we’ve lost a lot of the information that made Inbox so useful. We used to immediately see their name, email, approximate location, and if they were an existing customer, their orders were automatically linked. That made customer service incredibly fast. We only ship within the continental U.S., so knowing whether someone was messaging from New York, Canada, Puerto Rico, Guam, Hawaii, or overseas saved everyone time. Now we can have an entire conversation before finding out we can’t even ship to them. So… I’m looking for a replacement. I’m looking for a chat app that: • Integrates seamlessly with Shopify. • Has a dedicated iPhone app with push notifications (similar to Shopify Inbox) so I can respond anywhere. • Shows the customer’s approximate location and, ideally, their name/email without forcing them to create an account. • Can identify existing Shopify customers and ideally link to their order history. • Is fast, reliable, and doesn’t add unnecessary friction for customers. Edit: One more thing I’d love to find… Does anyone know of a platform that can also replace our business phone system? Ideally, I’d love one app that handles our website chat, business phone calls, and text messages in a single inbox. The dream setup would integrate with Shopify, have a website chat widget, a dedicated iPhone app with push notifications, show the customer’s name, email, and approximate location (when available), identify existing Shopify customers and link to their order history, and let us answer calls, texts, and chat messages all from one place. I’d much rather manage all customer communication in one app than bounce between separate phone, texting, and chat apps. If anyone has found something like this (or something close), I’d love to hear what you’re using.
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Been using tawk.to for years, does everything you are looking for. I actually have it running on two sites and i can monitor both from one dashboard. Its also free which is pretty awesome.
That sounds great! Are there any pitfalls to it that I should look out for?
not that i have found - considering that it is free, highly customizable, you can see the customers message as they are typing them - its pretty solid.
It used to but now it’s not showing any of it.
If only it were that simple 🤣. There is, but prior to the update, customers could enter their name and email without creating a shop account. So most people at least put their first name and they would enter their email so if they weren’t online when we responded, they would get our reply via email. If they messaged us another time, it would link their email so we could see the prior chat thread. Prior to the update, their approximate location (city and state) would show. It would also show us the landing page they clicked chat from, and if they had anything in their cart. Now, they either set up a shop account (w/ 2 factor authentication) or we are given zero info. Everyone shows as “Shop visitor”. No cart, location, purchase history info. No name or email. Nothing 👎🏼
Thank you!
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Does it show what they have added to their cart or how much they have in their cart?
I was looking at Shopify Inbox as I've been using the Hubspot connector for email inbox triaging and looking to get more into chat. Reading the documentation on Inbox, isn't there a setting to just disable the requirement for a Shop account? I'm curious as to why that isn't enough of fix. (although somehow not surprised...)
I moved away from it about a year ago and one of the main reasons was because of the ordering options you had for new chats versus updated chats, etc. I found I was missing tickets that were older because they had been updated a second time and and the UI didn't support how I wanted to work. But for a free tool, it's hard to complain about it. Using Gorgias now. I'm not using any of the AI features so it's pretty reasonable.
HeyMarket has been decent.
My online chats have completely stopped. I'm not happy. This was such an important tool for our business. Now I need to find a replacement.
Gorgias is not cheap but does pretty much all of this
You might want to check out dmscout.com. We built it for Shopify brands that want all customer conversations in one place. It has a unified inbox for website chat, Instagram, and WhatsApp, pulls Shopify customer and order data directly into the conversation, tracks carts and customer activity using the shopify pixel, and uses AI to answer common support questions automatically. If you decide to give it a try, I'll personally help you get everything set up and make sure it's working the way you need.
Gorgias is amazing actually. Look into it. (I do have a referral link)
Gorgias
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