Why aren't my Shopify customers showing up in my audience lists?

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Hi there,

I have integrated Emma with Shopify and just realized that if people aren't making purchases, they aren't populating into our Emma list. This means that if I have someone that has abandoned their cart but had put in all of their info and opted-in, they aren't added to my Emma list. Is there a way to fix this?

Thank you,
Katie
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Contempocat

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Posted 2 years ago

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Adriane Smith, Customer Support Specialist

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Hey there! Thank you for reaching out about this. Happy to help. When you first connect Emma and Shopify, anyone who has opted in to receive communication from you will sync over to Emma, but after the initial sync, ONLY those who have both opted in AND made a purchase will sync over, so that would explain why you're seeing that those who haven't purchased haven't come over to Emma. 

If you want to disconnect the integration and sync it again, that should bring everyone who's opted in to receive communication from you over to Emma, but again, it won't be an ongoing sync for those who haven't made purchases. Make sense? 

Let me know if you have any lingering questions about this! 
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Contempocat

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Hi Adriana,

This seems like we are missing a HUGE portion of potential customers by not syncing people who opt in but don't make a purchase. These are the people that we would like to be able to focus on in certain campaigns. Can you tell me if there are plans to make this happen in the near future? This could be a very limiting factor for us working with Emma.

Thank you,
Katie
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Adriane Smith, Customer Support Specialist

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Hey Katie,

Thanks for the feedback! I was able to run this question by a member of our Integrations team. We are definitely interested in making this a possibility in future iterations of the Shopify integration, but I don't have a timeframe to pass along at this time. I'd be happy to add you to a feature request to get that in front of developers and hopefully it will gain some speed. 

Let me know if you have any other questions!
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Contempocat

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Hi,

I am the owner of Contempocat and really hope you have a more adequate answer to this, other than calling it a "feature request".  Please, if there is some logic behind it, or a reason that is not obvious, I need to hear it.

We did quite a bit of research before signing up (pre-paid) for a full year of your service.  There were many other factors (mostly widespread integration in Shopify themes) to consider Mailchimp but we decided on Emma due to your responsiveness and human touch.  It NEVER occurred to me that a market leader in Email Marketing, would not have considered that a company might want to sync it's email list with prospects from it's website. 

This is the PRIMARY purpose of collecting email addresses on our site!  Why in the world would we want to exclude PROSPECTS (people who are interested but not yet purchased) in our email marketing?  People who have visited our site, and opted-in to receive our marketing are EXCLUDED???  The 40% of shoppers who get almost through the purchase process and then abandon the cart (i.e. not ready right now) are EXCLUDED from our newsletter list???  Every time we get a new contact on our site, we are expected to un-install and re-install the app?

It would help immensely if you could explain why this was done on purpose.  If not, then you need to consider that your integration is still in beta-testing or incomplete.  It was certainly not marketed as such.


-Brian Turkalo
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Ellen Sutton, Senior Product Manager, Integrations

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Hi Brian,

I’m a Senior Product Manager here at Emma and I recently took over our Integrations team.  Rest assured, I do know that this integration is not nearly as robust as it could be (or as we’d like it to be). And I apologize for any inconvenience this has caused you.

Expanding this integration is my top priority in Q1 2017 and my team is actively prioritizing and unpacking improvements.  This will include resolving this issue, as well as some additional enhancements, like shopping cart abandonment emails.

Would you mind if I scheduled some time to discuss this further?  I’m in the process of gathering customer use cases to inform this work and I’d love to talk more. 

Thanks,

-Ellen

(Edited)
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Contempocat

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Hi Ellen,
Thank you for this reply.  I don't have any problem necessarily with "lack of robustness" per-se, as long as such is advertised.  It was not, so I will just plainly tell you what my problem is and what would make it right, so that if you can address that we can perhaps move forward.  My premise is that your promise of my list being automatically synced with my Shopify store's contacts, was not delivered on. 

The issue is money, and what I've spent is significant (1 yr prepaid @ about $1000 total).  But that is potentially dwarfed by the lost sales, or worse, lost interest in our company by those who would be getting their first newsletter many months after signing up.  Our products sell for $300+/ea, so just 3 (perhaps 5 if you consider profit, not revenue) lost sales in the past 8 months would mean that this issue actually cost me more in lost profits than I paid for the service in the first place.  If you consider lost customers, then it's much much worse.

There is no way to prove a negative, but my contention is that I have lost well in excess of $1000 in lost opportunity by using your service.

I am therefore requesting a refund of my 1 year prepaid balance, on the grounds that Emma did not provide what was promised, and may very well have lost me money considering my alternative of going with Mailchimp.  I would be willing to continue month by month once the issue is resolved. I still like that your company has humans in it, so am willing to forgive if you can make it right financialy.  I know that many companies (esp those with sales quotas) will refuse to refund, and if this is the case simply ask yourself what value did you provide in exchange for my cash?  I don't have any threats to make at this time, I'm happy to see what you believe to be fair in this case first.

Thanks!
Brian Turkalo
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Contempocat

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Hi Ellen, If you are going to reply, sooner rather than later would be great!  Thanks.
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Ellen Sutton, Senior Product Manager, Integrations

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Hi Brian—apologies for the late reply.  Somehow I didn't get a notification of your previous response (and I'm not on this forum regularly unless called upon).  Reviewing now though and will get back to you today!
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Ellen Sutton, Senior Product Manager, Integrations

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Hi Brian—I heard you talked to Bryan here at Emma today and he’s going to be working everything out with you.  Thanks for your patience and I look forward to bringing you lots more great Shopify stuff this year!
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Contempocat

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Hi Ellen, so the answer from your accounting dept was less than satisfactory to say the least, and rather insulting to be honest.  I replied to Bryan, and you (guessed at your email).  I am very unhappy right now, it would have been nothing financially to you guys to make it right, it would have actually worked out very profitably in the long run.
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Cliff Corr

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Brian, 

I'm Cliff Corr, Director of Client Success here at Emma. I have talked with Ellen and Bryan about your account and integration challenges. If you are available, I'd love to set some time up to talk with you this week and do everything I can to help. We've got some exciting things coming to our Shopify integration and when it comes to Emma, it's my job to ensure you're having the best experience possible.

Would you be open to a call this week? Please share some times with me at ccorr@myemma.com and I'll send you a calendar invite.

Cheers,
Cliff
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Contempocat

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Hi Cliff,
I'm afraid you're misread my position (and mood) about this.  Recap: 1) My list is on my Shopify store  2) I used your plugin to sync to the optins on that list  3) Your plugin does not do that, although it claims to  4) I reported this 2 months ago  5) I want my money back because your product was defective and my business has suffered because of that.

I do not care to hear about your future products that actually may work, I want to hear about the refund you owe me for the product you sold me that did NOT work.  That is the only topic of conversation I am interested in at this point.  If your position is that I did get what I paid for (but it just wasn't as "robust" as you'd have liked it to be), then we don't have much else to discuss.  I am on the front lines with my customers and make sure they get what they paid for, and in case they do not, I give them their money back.  It is a rare request, but yes that is precisely what I do and I explain to them that I do not want their money if they are not happy with my products.  Period.

My happiness aside, your defective product is causing lots (hundreds? thousands?) of Shopify users to under-deliver their marketing communications.  It's costing them/us a lot of money in aggregate and you need to own up to that.  You may have very good intentions moving forward, but it won't be with me.  I am willing to move on quietly with my money, or as a motivated adversary without it.  I believe I've explained my reasons sufficiently already so that there is no room for confusion.

-Brian
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Cliff Corr

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Brian,

I definitely hear your frustration in your post and want to do what I can to help. Could we connect via phone this week to discuss? I will make myself available to times that work for you.

Thanks,
Cliff
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Grey Stepp, Support Team Manager

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Official Response
Hi folks!   I have some good news!  

I wanted to let you guys know that we've released an update to our Shopify integration that includes syncing non-purchasers to Emma!  

Starting on Thursday, March 23rd, anyone who accepts marketing from your Shopify store will be synced into your Emma audience.  This includes anyone that signs up via a Shopify form or at checkout - even without completing a purchase. 

You'll see these new customers pulled into Emma alongside the customers we've always synced: those who choose to accept marketing emails while making a purchase.  

Please let us know if you have any questions or ideas on how we can continue to improve the Shopify integration!

- Grey