Good Product, Disappointing Customer Service
Use Cases and Deployment Scope
We are using Cymbio to connect our Shopify store to Mirakl for drop shipping. It works very well in both directions: exporting our inventory data out to Mirakl so that we always have accurate inventory numbers and importing our orders to Shopify so that we are not having to type in orders that are coming from Mirakl.
Pros
- Automated processes like uploading inventory numbers frequently
- Cymbio is able to map the dropship orders to the company customer record in Shopify and does not create a new record for every customer (like Mirakl Connect does)
- I like that the orders come through to Shopify without being marked as "Paid". I find this accounting easier to manually "pay" them in my system when I actually receive the payment from the vendor (this is another key difference between Cymbio and Mirakl Connect)
Cons
- Customer Service. It would be great if they had service hours that matched business hours in the USA, but even accounting for the time difference, the customer service is not quick or friendly.
- They take away services. I am not sure if they hook you with extra services and then take them away over time or if it just happened to be that I started at a time they offered a lot more for the same price. When I started, they completely handled setting up a new retailer. Then they would set up the data, but I had to reformat all of images. Then they did nothing to set up a new retailer. Not only do you now have to set up in Mirakl all on your own, when you send them the file from Mirakl to map, you then have to go into Cymbio and upload the prices as well - a whole new extra step.
- A more user-friendly customer interface. In my opinion, there is not much of a user interface at all. I think the interface for pricing uploads is terrible and cumbersome and they are not open to any feedback about that. It would be great if you could directly change a price, but even to change one price, you have to format an upload file. And that's all you can really do there. All other requests to add to assortments, etc are done though what looks like Google forms.
Return on Investment
- Better customer service because our inventory is accurate
- It pays for itself in saved staff time compared to doing all of these steps manually
- It is much more accurate to have the data transmitted electronically, there is no concern for mistyping
Usability
Alternatives Considered
Mirakl Marketplace Platform
Other Software Used
Shopify, XoroERP, Faire