SB: Helpdesk, Live Chat & FAQs
Improve customer service with Helpcenter ticketing & AI FAQs
Rating
4.6
feedback
324
chart
#1,484
All reviews
Review RSS Feed
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. 22, 2023
UPDATE #2: HelpCenter was able to restore the original data which luckily we didn't have to rely on because of WayBack Machine, but at least they fixed it. Prior to this issue, the App was great and we had never had an issue, but this whole plan transition experience has made us a little wary of future decisions they might make. I've brought the review back up to 4 stars in the meantime. UPDATE #1: Our Customer Support manager had a brainwave and decided to check WayBack machine. LUCKILY, our website has been crawled back in December and we were able to scrape the FAQ page from their backup. We were able to rebuild the page now but this doesn't excuse the developers action on this and many stores won't be so lucky, so the review stands. ORIGINAL: BEWARE! They just erased my ENTIRE Help / FAQ page. They are claiming that they have been sending emails about upgrading to their new plan tiers. I found ONE email in my spam folder about updating from two weeks ago and there is NOTHING about the content being deleted upon the changeover. I've just contacted the Help team and they are telling me tough luck. I can understand needing to change your pricing structure, I would have had no issues with upgrading to the next tier up, but you can't just permanently erase a stores entire Help/FAQ page and kick them to the curb. This is UNREAL! If they can recover the data then I will update this review. Until then I would STEER CLEAR of this app 100%.
Using app
Over 3 years
Total reviews
2
Average rating
4.5
Hi KEYWAY | Wooden Phone Cases & Leather Phone Cases! Please accept our sincere apologies for all the frustration that our app brought you recently. Please note that this is not the norm for us at the HelpCenter app. This isolated issue should have never happened. We truly value that despite of this unpleasant situation you gave us a second chance and decided to continue being our customer. That means a lot! We'll strive to do better and never let you down again. Kind 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
I was using the FAQ feature of this app for many years. This was free. However, they decided they needed to charge if you had more than 5 FAQ articles. When they launched the pay plan, instead of just limiting your display of FAQ articles to 5, they deleted all of your content beyond the 5 articles. So, even by paying the money to upgrade, I would have had to recreate all of my content in their system. Very foolish and they lost me as a customer.
Hello Stinking Patch Co. Team! We are sorry that the app upgrade made you upset. And wish it was lighter for our customers. During these last week 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. You can contact us for the additional details regarding the missing data of FAQ. In case you'd make a decision to be our customer again, please let us know, and we'll try our best to make your journey with us as joyful as it can. 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
Dec. 20, 2022
We have been using this app for years. Easy to use, so many features available and the list of improvements just keeps growing. Customer support is very efficient and responsive. Highly recommend.
Hello! Thank you for your kind words :) We are glad to hear the our app brings you joy and hope that you stay in our family as long as it possible. Best regards, HelpCenter Team.
Oct. 3, 2022
Acabo de Empezar a utilizarla porque hace tiempo hice un curso de Dropshiping y los profesores recomendaban esta APP. Actualmente me la ha recomendado mucha gente y voy a profundizar en ella !
Hola, gracias por usar nuestra aplicación y por la reseña. Esperamos que te guste la experiencia de usarla. Un cordial saludo, 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
Sept. 22, 2022
We have issues with our emailing , we dont recieve and cant send emails, its bad for our business and the support does not answer us even tho i sent couple of emails to their support ticketing system. Hope they will resolve it soon because we are in general happy with the app, it serves its purpose but this downtime is not good for us and could potentially make us look for another more reliable app.
Hello HomeSport team, First of all, we're truly sorry to hear that you've come across such inconveniences while using our app. Please, note that the issue with emailing was connected to some technical issue in our system, which temporarily affected both customers' ticketing system and ours as well(that's why your emails to us haven't been received and replied to in time). But our developers have been able to detect the problem and fixed it within a few hours, so everything should be working fine now. I hope that this mishap won't leave a negative impression and we truly appreciate you staying with us! Once again, our sincere apologies for the temporary inconvenience. Best regards, HelpCenter Team
July 22, 2022
The ticketing system is quite nice for most things, and the one time we had an issue with a form the team responded and fixed it the same day, which is pretty huge. There are a few minor nuisances like the ticketing page needing to be manually reloaded to view customer history and the way some search terms and results persist after you switch "bins", and need to have the search terms manually deleted to view the contents of the new bin. Despite a few bumps, quite a good experience overall.
Thank you very much for your honest feedback! It really helps make our product better and grow. We have passed this information to our dev team so they can look at it more deeply. All the best, HelpCenter team
July 22, 2022
App works great! Had some issues when we upgraded our theme to 2.0, but the support was amazing and they were able to get it up and working perfectly.
Thank you very much for the appreciation of our support level! We are always trying our best to help our customers quickly and efficiently. Please don't hesitate to contact us again ;) Have a good one! Best wishes, HelpCenter team
June 30, 2022
La aplicación es genial, funciona bien y es personalisable, incluso el plan gratuito, facil de usar y visualmente bella
May 24, 2022
I have added this APP for years, today I found the APP content all can not collapse or rolled up. This problem has appeared two times. Then the after-sale service is great. The problem has been solved quickly. So I give 5 stars again.
Thank you for your kind words! Most of the common app issues can be quickly fixed by our developers by contacting our support team. If you have any questions in the future, let us know and our support team will be more than happy to lend you a hand!
May 2, 2022
Extremely beautiful FAQ page. Andrius was super fast in response. We got reply within 1 min after sending an enquiry. A while later, the bug was resolved right away. The team is very professional and skillful. You will surely get prompt and professional tailor support from them.
March 23, 2022
Bonne appli pour configurer des FAQ organisées et jolies. Le support est très bon et réactif, je recommande
March 17, 2022
This app is great! It combine 4 super necessary apps in 1 and load fast without demaging your website! The support answer around 6-12 hours since you send them a message and this guys are super commit for your needs. For conclusion - SUPER RECOMMENDED!
Feb. 3, 2022
Muy contento con esta aplicación. Tuve algunos problemas con la configuración y en menos de 24 horas lo solucionaron.
Jan. 28, 2022
Very happy with the app and their customer service. I would use this on any other future sites i create also.
Jan. 25, 2022
We use the FAQ part of this app and it's very easy to use. Outstanding customer service. Highly recommended.