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Overall rating
4.6
Counts per rating level
  • 87% of ratings are 5 stars
  • 7% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 3% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants appreciate this app for its easy setup and management of FAQ pages, live chat support, and customer inquiries. They praise its clean interface, seamless integration with store themes, and efficient customer service. Many report reduced customer emails and improved customer experience. The app is known for its reliable performance, fast loading times, and minimal website impact. The free plan is favored by smaller businesses, while the paid plan offers valuable extra features. Merchants also value the FAQ search function and proactive support team.

December 6, 2023

Good app for FAQs, for the most part. Comes complete with schema markup and the ability to link to specific Q&As. The template choices are limited. There are a couple of issues with technical SEO/accessibility:

1) There are three levels for Headings and Q&As: Category > Section > Articles. If you don't use categories AND sections then you end up with skipped heading levels. In our case, we don't need a subcategory/section within each category.

2) It comes with it's own title tag, which means you get flagged in SEO audits for having multiple title tags. There's no documentation about it this, or how to work around it. I've found that you have to edit the theme code so that the Shopify title tag isn't inserted on this page.

3) The app is heavy, so the FAQs page gets flagged for being slow.

Fancy Feast US
United States
Over 2 years using the app
Shark Byte, Inc replied December 7, 2023

Hello Fancy Feast US team.
Thank you for your feedback. We’re constantly striving to improve our customers’ experience, so we’ll use your suggestions to improve our application. Thanks for being a customer!

Best rgards,
HelpCenter team

March 5, 2017

The FAQ app works well and is easy to install and setup. The only issue we have is that the FAQ section pushes our sidebar navigation panel below the FAQ section.

Low Profile Software
United States
Almost 6 years using the app
Edited August 7, 2017

I have given this app 4 stars. I would have given it 5 stars if I had a bit more control with the Page Title and the option to add a page image. Other than that it works fine.

Ladyship Australia
Australia
Almost 6 years using the app
February 19, 2017

It's good but it would be even better if it showed up in your stores built in search results. Unless customers go to this page directly, they won't be able to find anything.

Wig Store Hair And Beauty Canada
Canada
About 5 years using the app
Edited June 10, 2023

for a great app, the sudden switch to asking us to pay for features that were previously available and DRASTICALLY cutting the number of FAQ articles that were available on the free plan for a ridiculous amount of money is daylight robbery. If I didn't have that many articles that I spent money on, I wouldn't have continued with this. but seems i have no choice.

DrawnBy:
Singapore
Almost 5 years using the app
January 11, 2017

Minimalistic app with key features which gets the job done!

Cavadecavas
Mexico
Almost 5 years using the app
May 19, 2021

I think the app itself is great and the customer service is quick and very friendly. but it is a bit buggy. Older articles cannot be deleted, there were problems with moving articles around and inheriting the font from the theme. So I hope this will be fixed in the long term to provide better usability. The help desk was able to help very fast though.

Baby Tula UK
United Kingdom
Over 4 years using the app
October 10, 2016

Good app - easy to use. Only downside is, I wish there were more options to customize the layout, font size & type, colours etc etc.

Amoretta Me
Australia
About 4 years using the app
Edited January 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%.

KEYWAY | Wooden Phone Cases & Leather Phone Cases
Canada
Over 3 years using the app
Shark Byte, Inc replied January 22, 2023

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

February 12, 2017

Muy buena app. La recomiendo.

Organicos Gourmet Inc
Colombia
Almost 4 years using the app