AiT: Loyalty, WhatsApp, Review

Great support team, but too many issues and unexpected costs

We started using AiTrillion in January with the hope of consolidating tools (JudgeMe, Omnisend) and saving money. I paid around 500 € for their full setup service, which initially sounded like a good investment.

What worked well:
• Customer support is very responsive and kind. They really try to help, even if it often takes a few back-and-forths until issues are fully understood and resolved.
• The Loyalty and Product Review features do their job – once configured, they seem stable.

What didn’t work for us:
• Email marketing was hard to use. We ended up switching to Shopify’s built-in Forms & Flow because it was much more intuitive.
• The WhatsApp chat function didn’t work. Although the dashboard showed customers interacting, no chats actually reached our WhatsApp Business account.
• Web push was never really used.
• SMS is not supported in Germany, which was disappointing.

But the biggest pain point by far has been billing:
• We are getting billed for so called "Active Customers" - a number that is & times higher than we actually have confirmed subscribers, and 3 times higher than the actual number of customers we have, .
• Twice, my subscription was “automatically upgraded” without any action on my part – and I had no control to change it back.
• According to the usage stats, less than 1% of our orders were assisted by AiTrillion features – so the ROI is clearly not there for us.

After several months of trying to make it work, we’ve decided to cancel. I still want to highlight how lovely and responsive the support team is – that was a bright spot. But unfortunately, the frequent misunderstandings, tool limitations for the German market, and confusing pricing made this a costly and frustrating experiment we won’t repeat.

It seemed like a great all in one platform and we wanted to make it work, but too much technical problems. We sent two dozen emails in to try and troubleshoot over email it was not successful. They advised us to book a support call, but their support "forgot" about our zoom call 3x. Yeah, they stood us up 3x. Definitely shows where their company values lie. Not for us. It seems like a great concept though, just not a fan of their execution.