HelpCenter: AI FAQ+Help Center
Best Support App For Shopify: AI FAQ, Live Chat, Helpdesk
Rating
4.7
feedback
1,335
chart
#3,454
All reviews
Rating Breakdown
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Feb. 14, 2024
I would not recommend this app to others because of the same reason that most of the others have given it a 1 star review... they changed the pricing model so that functionality that was free was no longer free. This had a direct impact on your live site because now only 5 FAQs were displayed on the site and any other FAQs were no longer live. The danger here is that the creators of this app directly affected your live site and the information that was displayed by changing their pricing model and forcing you to pay for functionality that was free. They also force you to upgrade and pay in order to get an export so you have to manually copy each individual FAQ from their app which means you have to edit every single one to copy the answer. Would not use any of their apps in the future.
Dear Smart Sips Coffee ! First of all, we would like to apologize for such an experience using our application. We fully accept your views and agree that this is unacceptable. Your feedback is very valuable and will help us avoid similar mistakes in the future! There should be no excuses on our part, but let us mention that in connection with the changes to the Free plan and FAQ as a result, our team has been updating users for quite some time about these changes and what they may affect. Since we try to find an individual approach to everyone, we have already contacted you by mail and offered options for solving the issue as quickly as possible. We look forward to your response! We are very sorry once again that our application did not meet your needs. We would really like to assist you resolving the issue so that you change your mind and give us a second chance. We truly value our customers and try to do our best to provide them with the best experience possible. Waiting for your reply! Best Regards HelpCenter team
May 23, 2023
I used this app on two of my stores until they decided to charge obscene amounts of money for simple functionalities that a lot of other apps provide for free or very little $$. New structure is 100% not worth the money, as the app does nothing special that a hundred others don't do. edit based on their reply... my complaint is not that you didn't tell me it was happening... my complaint is that your pricing structure is asinine.
Hi Vinyl Exclusive team! I'm sorry to hear that you are not satisfied with our app after recent plans and features update. Please let us note that we've been informing our customers about the changes in the HelpCenter since the beginning of December 2022. And starting from January 16 the limitations for the Free plan were applied. We are ready to move towards our customers to help them with any issues that they have. We will be happy if you can contact us via email or the live chat so we can discuss all the problems and find nessesary solutions for you so you can change your opinion about the HelpCenter app. Best regards HelpCenter team
March 27, 2023
It was free to use at first, and I thought it worked well, but later it was charged, which I thought was unreasonable. I used a lot of information and content on the FAQ function provided by you, but suddenly changed it to charge, which is obviously unreasonable. Should be later to use the user charge, the old user does not charge. Now I bought a topic that provides FAQ functionality, and now I have to spend a lot of time migrating data.
Hi AEYEE team. We're very sorry to read about the bad experience with our app. Please let us note that we've been informing our customers about the changes in the HelpCenter Free plan since the beginning of December 2022. And starting from January 16 the limitations for the Free plan were applied. None of the information was deleted - you can go to the HelpCenter app and review the FAQ section - some articles are just inactive (because only 5 active articles are available on Free plan). It's possible to activate them all with any other plan rather than Free. If you'll have any question or require any kind of assistance you can always contact our support service - it's available 24/7. Kind regards, HelpCenter team
Feb. 10, 2023
In recent days, we have been unable to receive messages from customers via the "Contact Us" page. After testing, we can't find the customer's message in the mailbox, please tell us what is the reason? This has taken a toll on us. I try to set up the mailbox in the background, and every time I set it up, I can only receive the first message. Then, the background automatically restores the previous mailbox
Hello Creabest Team! Please accept our sincere apologies for the issue occurred. We'd like to investigate and fix this case, however as the app is already uninstalled we are limited in a help. That would be great if you could give us a second chance to sort this case out. Please check the emails that have been sent to [email protected]. We'll be happy to do our best helping you. Looking forward to your reply! Best regards, Helpcenter Team
Feb. 2, 2023
I was wondering why my customers were leaving my store. Just by chance I opened up FAQ's and discovered most of them had been blocked by this company! Extremely hurt and damaged due to their actions. Now my store looks FAKE and SHODDY. What this company did was Disrespectful and Embarrassing. I was never alerted about their decision to change their original Plan options. Do not trust this company as they are very Hurtful.
Hi dear Crystal Fizzy team. We're sorry that you're disappointed with HelpCenter app. Please note, that due to the changes in Free plan we've been informing our customers by email numerous times since the December informing that after January 16 Free plan stores could no longer have more than 5 active articles. Also we've suggested our customers to switch to the paid HelpCenter plans with great discounts if they're planning to have more than 5 active articles in future. Please, accept our sincere apology if you've missed these emails for some reason. We've just contacted you via the email regarding the situation to see if we could find the way out of it. HelpCenter team
Jan. 19, 2023
Been using for many years... agree with others... we had a free forever plan for just 30 faq's... so they disable your faq's without notice and forcing you to upgrade to paid plan... sorry, but not a great way to do business, espcially with original users... will be deleting now
Hi FSWERKS! First of all, we can't help but mention that we are terribly sorry to learn that we have let you down. Your constructive criticism is fair and it will allow us the opportunity to improve and do better. We sincerely appreciate you bringing this matter to our attention and to the attention of other customers. We are always looking for ways to improve. Let us notice, please, that during the last week our dev team had been working hard to bring the missing FAQ data back to our customers' stores. We’d like to inform you that this process has been completed by now and your FAQ articles should be brought back to your store. You can contact our support team to receive all the information regarding the missing data back! Please, allow us another opportunity to show you a more enjoyable and pleasant experience. We truly value your business! In case there’s anything else we can assist you with-don’t hesitate to reach out to us further! Best regards, HelpCenter team
Jan. 18, 2023
Horrendous way of forcing existing customers (onboarded since 2017) to upgrade to a paid plan. No notifications were sent to inform that free plans will be phased out. As a result, we just found out that our content was removed from the widget without our permission. We also lost our access to our existing content for migration unless we pay to upgrade. The high-handed and mercenary approach left a really bad taste in our mouth. We have a few web stores subscribed to their paid plans as they were launched recently. It's a no brainer - we are going to take the business elsewhere.
Hi Good Dog People™! Our team totally agrees that the situation is unacceptable. We ‘d like you to know that this is not the norm for us at the HelpCenter app. This isolated issue should have never happened. During the previous week our dev team had been working hard to bring the missing FAQ data back to your store. Finally, this process has been completed by now and your FAQ articles should be brought back to your store. Just contact our support team to learn the details regarding the missing data back! We are very sorry once again that you were let down. We wish you all the best and hope that this situation will not affect your decision to cooperate with us in the future. We value our customers and stand behind our work and would like the opportunity to make things right for you. We look forward to hearing back from you! All the best, HelpCenter team
Jan. 17, 2023
DO NOT PAY FOR THIS APP. AVOID - like everyone else is saying, they have deleted all the data that was on the FAQ page due to a change of plan (from free to paid). There was NO notice that the data would be deleted and they are not doing anything to recover the data. Given that you have at no point mentioned the content would be deleted if you don’t upgrade I assume this was a mistake on your end and that this shouldn’t have happened. In which case what you should do is notify every store owner who didn’t upgrade about this and apologise for your mistake. I’m sure there are hundreds of store owners right now who have no idea that their FAQ page is missing (it’s not a page we check regularly!) and your actions/mistakes are hurting their business. Notify them ASAP otherwise I am certain each and every one of them will leave you one star when they realise you deleted their FAQ sections. Just to clarify - My issue is not that I now have to pay to upgrade. We hold our hand up, we missed your emails on having to pay. Again, the fee is not an issue. Our issue is that you have deleted all of our data!
Hi TheBlockZone! Our team is really sorry to hear about your experience and that you were let down by our app. We sincerely regret that this trouble made you doubt the quality of our application and service in general. We try to do our best to improve our customers' experience! We take this issue very seriously and have taken steps to ensure this doesn't happen again. We’d like to inform you that the restoring missing FAQ data process has been completed. At this stage your FAQ content should be brought back to your store. Our dev team has been working on this during the last week. You can contact us to receive all the information regarding the missing FAQ data of your store! Our team is available 24/7 for any emergency or urgent needs, but we’re also aware of the need for a personal touch when it comes to our customers. Waiting for feedback from your end. Warm regards, HelpCenter team
Jan. 16, 2023
NEVER USE OR PAY FOR THIS APP! We had the worst experiance with this app. The app is slowing down the processes. The support was not helpful. The best thing was: They delete your content on FAQ pages. Never ever again.
Hi 82NC! We apologize for the issue in our recent update which resulted in the loss of some customers' content in their shops. This was an unfortunate oversight on our part and we’ve taken all measures to ensure it does not happen again. We want to assure you that we value your feedback and strive to provide the best possible service! Right now the content is restored but deactivated due to the Free plan limitations. Please contact our support team for the information regarding restored data. Thank you again for your feedback, we have drawn the appropriate conclusions and will not allow such oversights on our part in the future. We hope our cooperation with you will continue and bring you only positive experience. Warm regards, HelpCenter team
Jan. 16, 2023
DO NOT USE THIS APP!!! They deleted my data and are refusing to restore it. I spent days putting it together. DO NOT INSTALL!!!!! Your "notifications" all ended up in our SPAM folder. You deleted hundreds of FAQ entries from our website without authorization. When we asked for a backup, you said it was TOUGH LUCK; we should have saved it when we had a chance. Your response to this review is a total lie and fabricating because we asked you for the FAQ's you deleted, and you said you couldn't send them to us. BUYER BEWARE! Stay FAR AWAY from this app. There are MANY other options from reputable app developers.
Hello Netrition Team! First of all, thank you for bringing this to our attention. We are sincerely sorry that such a case has happened to you. We have tried our best to fix this problem that arose through our fault, and we will strive to ensure that this never happens again. Our dev team had been working hard to bring the missing FAQ data back to your store. As far as we know, we have already provided you with all the information regarding missing data and sent it back to you directly. You can contact our support team or check our email with instructions. We are very sorry that we did not meet your expectations. Let's appreciate the last chance to justify ourselves, and improve our relationship to a new level. Best regards, Helpcenter Team
Jan. 16, 2023
this app was a great free app but its a joke now. They removed the option to paste picture in the body. then they deleted all my articles because they are changing the free option to only have 5 articles so they just deleted my other 25. all my time and effort erased and they can't even get it back but want me to pay to add more articles again. no thanks i'll use another app
Hi Sticker Joint! Thanks for posting a review! We are sorry to hear that our product and service were not the quality you expected. We would like to get another chance and prove you otherwise. During these last few days our dev team has been working hard to bring the missing FAQ data back to your store. I’d like to inform you that this process has been completed by now and your FAQ articles should be brought back to your store. We have already provided you with the details and sent the restored data to your email address. Please feel free to contact us with any further comments, concerns and suggestions you would like to share. Best regards, HelpCenter team
Sept. 25, 2022
WISH I CAN GIVE YOU GUYS 0 STARS. You're running people's businesses down with your bad customer service and app. literally the worst app on Shopify. If you have a serious business then you cannot depend on these people. They do not reply to emails and there's no other way to reach them. I contacted these guys over a week ago because their app keeps showing up errors and we lost all of our replies to customers because they were never sending. Up until today, none of them has reached out to us . but leave them an honest review and watch them reach out to you. Your customer service is appalling. UNBELIEVABLE
Hello AMEKANA.COM Team, First of all, please, accept our sincere apologies for the troubles you had to face while using our app it was unintentional in any way. I'd like to explain the situation to you that,indeed, at the beginning of this week we faced some technical issues which affected some of the customers' stores(as a result of that issue, they could see errors while trying to archive the tickets or send them, as well as the newly incoming tickets were not received in the ticketing system). Please, note that this technical issue affected our side and system as well, to my regret. That's the reason why your messages haven't been received from our side and replied to on time. That's what we truly apologize for! But the issue has been spotted by our developers' team and resolved within the day. So now, I believe, you shouldn't see any errors within your ticketing system and the tickets should be received properly. Please, notify us if you still see any errors from your side and I'd be more than glad to assist you with it. We've already reached you via email and hope that we'll be able to resolve this unpleasant situation. Once again, my sincere apologies for the inconvenience caused. Looking forward to your reply. Regards, HelpCenter Team
Jan. 16, 2021
Disapontited. Filled in all information, added to webpage as written in instruction, but page does not show up. Showing loading, but nothing going on. There is no chat, where you can as to help you. Definitely not worth payment
Hi, thank you for the feedback. I just wanted to say that we have found the solution to the problem but the issue is related to the theme functionality. In order to resolve the issue, we'd need to access your admin panel. I've contacted you via email regarding this and looking forward to hear from you. Also, I'd like to note that even though chat support is unavailable right now, our support team can be accessed at the email address: [email protected]. We're here to help everyday of the week and we react as fast as possible. Please get back to us via email and we'll fix the problem. Have a great day! Eoscity support.
Dec. 1, 2020
The page linked from the app HelpCenter won't seem to load. So I'm forever stuck in loading screen. This app for me is completely useless and waste of time setting up.
Sorry for the trouble. This seems like some theme - app interference issue. Don't worry, we are usually able to fix this kind of issues fairly quickly. Our support team has reached you to take a deeper look and resolve the problem asap!
Sept. 10, 2020
The application forces you to pay for almost everything related to customization, which is what makes the user interface very bad and it cannot work with different themes
Dear WelaSouq, Thank you for your message and for being our customer. On behalf of Help Center team we would like to say that Shopify hosts plenty of different themes written by different programmers, pushing various changes. Our team of support and development is constantly helping clients to fix and improve the theme+app integrations, such as in Your case. No payment is required for that. We checked Your situation, already made necessary adaptations and informed You about that by email. Thank You for Your cooperation and understanding. If you have more questions or need a customisation - please let us know via [email protected] Have a great day - Help Center
Aug. 24, 2020
Disaster of an app. paid for it in full for a year and never received any of the upgraded benefits. Still fighting for a refund. Good luck with this bunch!!!
Dear The Card Space, We thoroughly investigated your situation and found out that Premium plan was not activated automatically, because Shopify billing didn't provide back right info about your successful payment and we didn't receive it. It must be some rare technical glitch and we will sort it out with Shopify as soon as possible. Meanwhile we offered you Free Premium plan usage and confirmed your refund request - please find more info in the letters we've sent to you and to Shopify billing (we've added you CC - in order to keep you updated). Once again - we are sorry for not good experience and are doing our best to sort out this situation as soon as possible. kind regards - Help Center team
March 25, 2020
This app is unstable and the support are weak. This app is unstable and the support are weak. This app is unstable and the support are weak.
Hello Oh&Ah, We checked your situation with developers promptly. Help Center app does not in any way affect the way a client's store works. Our app installs and is reachable by a single page in the entire store. The only thing it can affect is that single FAQ page. If this page experiences problems - then it's either our fault or the shop's theme is interfering with our functionality - which we can fix. But if the problems arise anywhere outside of the FAQ page - we technically have no influence over it. Since Help Center app was uninstalled from your store 2 days ago, maybe there were some other changes in your shop's theme during those days, that had an impact? kind regards - Help Center team
Aug. 21, 2019
We used this for a while on many shops, now we have to find a free alternative. There are features now in the paid premium that should be free or else the free version doesn't have enough for it to be worth while. Sad to see this one go. But the upgrade doesn't justify the cost when you aren't using all premium features.
Dear Zurchy, Thank you for your review, but all Help Center features and FAQ structure that your shops had before Premium launch remain for you for FREE. In Premium version it is possible to have multilingual FAQ page, export content of existing FAQ page and import it into many new merchant's shops (not doing hard copy-paste work), choose from different FAQ templates, use FAQ page for cross-sell&up-sell activities. These new features were implemented based on customer's requests and we believe they will have value for the merchants that need them. Sorry, if you have experienced any inconvenience. But existing customers have all possibilities to have the same FAQ page, transition period to change the structure if needed and service from us as it was before. If you have any additional questions - we'll be glad to help. Please contact us at [email protected] We wish you all the best - Help Center team
Aug. 19, 2019
This app was free. Then all of a sudden it changes to paid ( unless you want one category) which is useless. They are forcing you to pay the premium for what they offered for free. What a scam. Check and see if your theme has a built-in FAQ. I wouldn't trust this app and highly suggest you don't waste your time. There are plenty of free options out there and who knows they could double this price out of nowhere after you put so much work into building the FAQ page and you're stuck unless you want to spend hours doing it again (which I just did). Not to mention this app is very very basic and not worth a cent.
Dear Untol Time, Thank you for your feedback. All Help Center features and FAQ structure that Existing users had before the Premium launch remain them for FREE and customers are informed about that. We had no intention to push customers to pay for premium services if a customer doesn't need them. As payable Premium Help Center version was launched with new services, hope you understand, that we as a developers, have to make revenue as any other merchant on Shopify. You have all possibilities to have the same FAQ page that you had before, unless you uninstall the app and more than 48h passes. Then following Shopify redact policy, all customer data must be deleted from the app. If you have any additional questions - we'll be glad to help. Please contact us at [email protected]. Help Center support
July 23, 2019
Had trouble setting this up and had trouble finding the install video after closing windows by accident. When I contacted support they gave me a generic response instead of actually taking the time to look and understand the problem. Once it was fixed - a week later - customer service has berated me into changing my review.
Dear Whitewolfandco, We are happy that the issue was solved and FAQ page is live on your store right now. Regarding Help Center video - if you need it in the future, it's always available on Shopify app store, Help Center app's description's listing page, top right corner: https://apps.shopify.com/helpcenter We are truly sorry, if you've experienced some negative emotions in app's setting up process. When the issue about linking FAQ with shop's menu was solved, support people kindly asked to update the review. We wish you all the best in your business! Kind regards - Help Center team July 21st: Hi whitewolfandco, There isn't really any problem and your HelpCenter page is not live because it isn't linked with a menu properly. The HelpCenter page is located here https://whitewolfnco.net/apps/help-center and your footer menu has a link https://whitewolfnco.net/pages/help-centre which isn't the link of the app. Simply, go to your navigation section and assign a link path /apps/help-center to your menu item. Your page will be live immediately.